Purity Mbuthia

Versatile professional with a strong track record across entrepreneurship and corporate management, adept at driving growth and market penetration through strategic planning and customer-centric operations. Demonstrated proficiency in delivering exceptional service experiences and optimizing operational efficiency through streamlined processes and staff training. Ready to leverage extensive experience and expertise to drive organizational success effectively.

Customer Service Specialist - Teleperformance Kenya

(2025)

• Serving all customers on phone.
• Reporting any system malfunction and trouble shooting.
• Undertake administrative duties as assigned

Call Center - CCI Kenya - Call Center

(2024 - 2024)

• Serving all customers on phone on new bookings.
• Schedule changes and cancellations, disruptions and delays assistance.
• New card members on boarding.
• Complaints resolution,helping customers self serve online and educating the customers on new products and trends.

Entrepreneur - Nairobi and its environs

(2016)

Founded and successfully managed an independent business specializing in the supply of poultry products to schools in Nairobi and its environs.

• Implemented robust business strategies, resulting in steady growth and increased market share within a competitive industry.
• Demonstrated entrepreneurial acumen by effectively managing all aspects of business operations, including procurement, sales, distribution, and customer relations.
• Proven ability to adapt to dynamic market conditions and capitalize on emerging opportunities, resulting in sustained profitability and business expansion.

Officer operations - Customer Service; Teller/Cashier - Spire Bank Ltd

(2008 - 2016)

• Spearheaded strict adherence to regulatory requirements, ensuring full compliance with audit controls, KYC, and AML guidelines.
• Demonstrated unwavering commitment to safeguarding branch assets and maintaining absolute confidentiality in handling physical cash.
• Directed comprehensive reporting procedures, ensuring accuracy and timeliness in daily, weekly, monthly, and statutory reports.
• Resolved customer complaints promptly and effectively, consistently achieving high levels of customer satisfaction.
• Orchestrated staff training programs, fostering a culture of continuous improvement and exceeding KPIs.
• Strategically managed branch budgets, driving revenue growth through targeted cross-selling and up-selling initiatives.
• Established seamless communication channels between various branch functions and the head office, optimizing operational efficiency.
• Acted as a trusted deputy to the branch manager, providing invaluable support and leadership.
• Delivered unparalleled service experiences across multiple channels, ensuring consistently high levels of customer satisfaction.
• Expertly managed money transfers, cheque book requests, and other transactions, maintaining rigorous KYC standards.
• Streamlined dormant account activation processes, enhancing overall branch efficiency.
• Executed precise local and foreign currency transactions, maintaining impeccable accuracy and accountability.
• Conducted thorough daily cash reconciliations, ensuring compliance with stringent reporting standards.

Customer Service Supervisor - Uchumi Supermarkets Ltd

(2002-11 - 2008-08)

• Orchestrated cashier performance evaluations, ensuring consistent adherence to service excellence standards.
• Solicited and acted upon customer feedback, driving continuous improvement initiatives.
• Conducted comprehensive customer service training sessions, empowering staff to deliver exceptional service.

Bachelor of Commerce - Business Administration and Management - KCA University

Higher Diploma - Business Administration and Management - Association of Business Executives (ABE) (2011)

Diploma - Customer Service - Graffins College (2003)

Kenya Accounting Technician Certificate (KATC) - KASNEB (2001)

Professional certificate - Customer service, Training and Leadership