Mwanarusi Athman
Nairobi,Kenya
Summary
Results-driven Finance and Business Development Manager with a demonstrated history of fostering strategic partnerships, leading debt recovery efforts, and providing superior client service within leading multinational technology and security organizations. Proficient in driving revenue growth through teamwork, advanced analytics, and the implementation of effective internal controls. Recognized for surpassing targets and enhancing debt management strategies to drive regional success.
Overview
14
14
years of professional experience
Work History
Recovery Specialist
LTVPlus
Remote
11.2023 - Current
- Initiated contact with churned customers through email, calls, and SMS to reinstate memberships and update payment information
- Addressed and resolved customer complaints promptly and effectively
- Maintained a comprehensive and well-documented recovery process
- Recognized as a top-performing agent monthly for consistently delivering exceptional customer service and exceeding performance and quality goals.
Strategic Partnerships Manager
Reservation Centric
Remote
05.2023 - 12.2023
- Identified and evaluated potential strategic partners within the hospitality industry through market research and networking.
- Negotiated and structured partnership agreements to enhance client revenue
- Nurtured strong rapport with key partners, both existing and prospective. Served as the central point of contact resolving any issues that arose during the course of the partnership agreement.
- Successfully coordinated various functions, including meetings, events, and conferences to foster partnership initiatives.
- Collaborated closely with internal teams such as marketing, product development, legal, finance. to ensure successful execution of partnership initiatives.
- Analyzed performance metrics associated with each partnership in order to assess effectiveness and make necessary adjustments or improvements where needed.
- Researched industry trends in order to identify potential areas for growth within our partner network.
L2 Customer Service Agent
LTVPlus
Remote
09.2022 - 10.2023
- Managed and resolved over 70 customer inquiries daily via email and chat channels, maintaining a 95% customer satisfaction rating
- Demonstrated exceptional problem-solving skills by efficiently assisting customers with order placement, cancellations, refunds, and exchanges, leading to high customer satisfaction
- Identified and escalated technical issues to internal teams, resulting in a 30% decrease in average resolution time
- Collaborated with cross-functional teams to implement process improvements, increasing overall team efficiency
- Maintained a Quality score of over 99%, enhancing client trust and satisfaction
- Recognized as Top Agent monthly for consistently delivering exceptional customer service and achieving outstanding performance metrics
Senior Revenue Manager
Hotel Online
Nairobi, Kenya
02.2022 - 04.2023
- Collaborated closely with OTAs (Online Travel Agencies) to optimize revenue for Hotels in East and West Africa, resulting in a remarkable 38% revenue increase for Hotel Online within six months
- Provided clients with pricing strategies and distribution opportunities to enhance their presence in Online Travel Agencies, effectively building traction
- Conducted training sessions for clients on the utilization of channel managers, property management systems, and online travel agency platforms
- Successfully recruited, trained, and mentored a team of twelve revenue managers, cultivating their skills to become high-functioning performers
- Developed and distributed monthly revenue strategies and analysis reports to internal and external stakeholders.
Credit Control & Payment Specialist
Booking.com
, East and West Africa
05.2017 - 10.2020
- Informed clients about market updates, portfolio adjustments, and monthly performance, ensuring prompt delivery of solutions tailored to partner needs and objectives
- Successfully oversaw a portfolio of more than 9,000 hotel customer accounts in West and East Africa, conducting daily debt and credit risk analysis with a combined monthly cash flow exceeding £400,000.
- Collaborated with payment solution providers such as Flutter wave and Cellulant, implementing streamlined payment solutions for West, Central, and East Africa, resulting in an annual revenue increase of £5 million from alternative channels
- Served as the main contact for payment solution providers, clients, the credit control team, and the development team in Amsterdam to improve the payment process by identifying performance gaps and discussing potential solutions
- Trained and mentored 18 credit controllers to proficiency in payment processing and related reconciliation.
- Promoted teamwork and collaboration in the EMEA team by actively organizing and executing a variety of team-building activities as the designated 'B. Engaged' ambassador.
Credit Control Supervisor
G4S Kenya Ltd
Nairobi, Kenya
11.2016 - 05.2017
- Collaborated with senior management to evaluate and enhance credit strategies for the credit-control process
- Monitored key performance indicators (KPIs) and ensured adherence to task performance standards, showcasing expertise in executing performance management for a team of 4 Credit Controllers.
- Examined customer credit reports to provide recommendations on whether to approve or reject credit and debit notes based on established criteria.
- Coordinated with other departments such as Sales, Billing, Operations and Customer Service to resolve any discrepancies in customer accounts data.
- Liaised with external agencies such as debt collection companies when necessary.
Credit Controller
G4S Kenya Ltd
Nairobi, Kenya
11.2012 - 11.2016
- Conducted credit checks, performed financial data analysis, and conducted risk assessments on prospective clients to ascertain creditworthiness and mitigate potential risks associated with extending credit
- Efficiently reconciled payments against invoices and promptly resolved accounts with disputed debts, engaging in repayment negotiations with relevant stakeholders
- Implemented credit control strategies, resulting in a significant reduction in Days Sales Outstanding (DSO) and minimizing exposure to bad debts
- Proactively identified and managed credit note and write-off concerns, guaranteeing accurate financial reporting and maintaining strong credit control practices.
Administrative Manager
LTVPlusSylvia Owori Boutique
Nairobi, Kenya
01.2010 - 03.2011
- Managed office inventory activities by implementing efficient ordering, requisition, and stocktaking methods.
- Designed and enforced optimized workflow procedures, contributing to increased productivity among an 8-member personnel team.
- Performed regular performance evaluations to measure productivity and pinpoint employees eligible for promotions or corrective actions.
Education
Master of Business Administration - Operations Management
University of Nairobi
01.2019
Bachelor of Commerce - Finance
University on Nairobi
12.2010
CPA 1&2 - Accounting
KASNEB
Skills
- Financial Analysis
- Data Management
- Negotiation Skills
- Revenue Optimization
- Relationship Management
- Credit Control
- Customer Service
- Risk Mitigation
- Problem-solving
- Attention to detail
- Decision-making
- People management
Personal Information
Nationality: Kenyan
References
References available upon request.
Timeline
Recovery Specialist
LTVPlus
11.2023 - Current
Strategic Partnerships Manager
Reservation Centric
05.2023 - 12.2023
L2 Customer Service Agent
LTVPlus
09.2022 - 10.2023
Senior Revenue Manager
Hotel Online
02.2022 - 04.2023
Credit Control & Payment Specialist
Booking.com
05.2017 - 10.2020
Credit Control Supervisor
G4S Kenya Ltd
11.2016 - 05.2017
Credit Controller
G4S Kenya Ltd
11.2012 - 11.2016
Administrative Manager
LTVPlusSylvia Owori Boutique
01.2010 - 03.2011
Master of Business Administration - Operations Management
University of Nairobi
Bachelor of Commerce - Finance
University on Nairobi
CPA 1&2 - Accounting
KASNEB
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