Dennis Mwanthi

Results-driven sales and business development professional with 4+ years of progressive leadership experience across telecom, insurance, and FMCG-related service operations. Proven track record in exceeding revenue targets, expanding market presence, optimizing operations, and leading high-performing teams. Adept at data-driven decision-making, client relationship management, and process improvement to deliver measurable business impact.

Aftersales Service Manager – Kenya - realme Service Company - Kenya

(2025-01)

• Lead nationwide aftersales operations, ensuring an exceptional customer experience across the entire post-purchase journey.
• Build and maintain strong, long-term customer relationships by proactively addressing inquiries, complaints, returns, and warranty claims.
• Oversee daily service operations including repair centers, service partners, and logistics workflows to ensure timely and professional resolution.
• Collaborate with sales, operations, quality assurance, and product teams to resolve recurring issues and enhance service delivery.
• Manage spare parts inventory and repair logistics to optimize turnaround time and service network efficiency.
• Track and analyze KPIs including CSAT, NPS, first-time fix rate, turnaround time (TAT), and customer retention to drive continuous improvement.
• Develop and implement standardized service processes to improve quality, reduce costs, and minimize customer churn.
• Lead, train, and motivate aftersales teams, setting performance targets and maintaining high professional standards.
• Identify upselling and cross-selling opportunities (extended warranties, accessories) and capture customer feedback to inform product and marketing strategies.

Regional Manager – Nairobi - Carlcare Service Center - Nairobi

(2024-06 - 2024-12)

• Oversaw operations across all Nairobi branches, ensuring compliance with company standards, KPIs, and customer service excellence.
• Implemented data-driven spare parts planning and logistics controls, improving turnaround time and cost efficiency.
• Led cross-functional teams through coaching, performance management, and skills development to drive productivity.
• Analyzed regional performance reports to guide strategic decisions and continuous improvement initiatives.

Branch Manager - Carlcare Service Center

(2022-10 - 2024-05)

• Managed end-to-end branch operations including workflow planning, quality control, and team supervision.
• Improved customer retention and service revenue by enhancing service delivery processes.
• Monitored KPIs, implemented corrective actions, and ensured adherence to operational policies.

Territory Sales Executive (TSE) - Airtel Kenya

(2020-07 - 2022-09)

• Consistently achieved 120%+ of volume and distribution targets across assigned territory.
• Executed trade marketing initiatives that improved market coverage, visibility, and sell-through.
• Managed key distributor and retail accounts, optimizing stock availability and outlet performance.
• Conducted market intelligence and competitor analysis to support strategic planning.

Financial Advisor - Britam Insurance

(2018-06 - 2019-08)

• Surpassed individual sales targets by 25%, maintaining strong client retention rates.
• Built and managed a referral-based client acquisition network to expand market reach.
• Advised clients on insurance and financial products aligned with their needs and goals.

Bachelor of Education (B.Ed) - Education - Moi University (2018)

Certificate - Physics Enhancement - Mount Kenya University (2020)