Risper Mitema

Results-driven account manager, with strong foundation in customer service, sales and marketing experience with over 5 years in client relations, skilled in upselling, cross-selling, and building strategic partnerships. Proven ability to upsell products by understanding customer needs and working with diverse teams to achieve targets, seeking to leverage strong interpersonal skills to build lasting client relationships Successfully grew key accounts by providing tailored solutions and leveraging data insights. Eager to apply strong negotiation and leadership skills to maximize profitability.

Seeking to develop a career in the field of Sales and Marketing and customer service with a dynamic organization.

Administration and Customer service at Smart Toto Daycare Centre (2018-11 – Present)

• Overseeing all admissions, registration and orientation of new parents & children
• Attending to phone calls, emails and general queries at the daycare
• Marketing & customer negotiations to maintain growth in numbers and quality services

Key Account Manager at Ennsvalley Bakery (2011-06 – 2017-11)

Overall responsibility for the Sales and Marketing function: Managing a dedicated portfolio of key business accounts strategy and management, account development and delivery of an aggressive sales quota.

• Pushed and achieved monthly revenue target of 20% for the Key accounts, develop sales strategies in order to maximize business potential by Implementing customer relationship management in all customer key touch points
• Acted as the main contact person for key accounts in designated areas
• Monitored the market to identify new business opportunities by analyzing data from competitors acted as an ambassador for the company brand image customer satisfaction and cement customer relationship engaging the customer through a pro-active approach of regular sales calls and visits, as well as service reviews with relationship, and Management Team
• Executed strategic sales plans, joint business plans, and long-term account strategies
• Key Accounts handled included: Nas Airport Service's, United Nations (UN), Alpha Fine Foods, Kenchic Ltd, Chandarana and Nakumatt Supermarkets In store Bakeries, Uchumi, convenient stores and Kenya school of government
• Partnered with marketing, finance, and supply teams to drive customer service and financial consistency
• Prepared regular reports of progress and forecasts to internal and external stakeholders using key account metrics through Navision
• Gave a rundown of the level of competition and general market activities periodically to the sales manager
• Participated and managed sales and commercial negotiations with agreed delegations from the marketing team
• Work and plan for promotional activities within the Instore bakeries
• Introduced new products in the market that was affordable and of good quality
• Introduced seasonal promotions in order to increase sales and to remain relevant in the market
• Managed the unit's sales team, unit supervisors and merchandisers
• Vetted staff performance on monthly and yearly through key Performance Indicators (K.P.I) and setting, monthly target and tracking the sales through Sales Performers Management (P.M)
• Controlled petty cash, tracking daily expenses the sales & merchandising team, invoicing, and supplier payments tracking
• Managed digital channels (SEO, social media, email marketing)
• Was tasked with marketing products through digital marketing tools
• Observed market trends and issued direction on competition and promotions and quality, did market survey and data analysis for every clients and products
• Had overall responsibility at the Operations office; Call Centre, Customer Service, Production Planning and Order Collection
• Proactively liaised with customers to assess, clarify and validate customer needs, measuring customer satisfaction and experience after each sale and updating customer database
• Production planning and reporting, Receiving, recording and processing of customer orders through Navision
• Keep accurate records and document customer service actions and discussions
• Ensured timely monthly invoicing of customers based on their supplied orders and keeping record of the same and also keep records of all production and sales related orders per month
• Emphasized and trained staff on KAIZEN in order to streamline efficiency in both data analysis and production
• Had overall merchandising responsibility: All shelf stores without in-store bakeries
• Visited potential customers to sell, take orders and supervise merchandisers
• Recorded orders and stock returns on a daily basis
• Negotiated and maintained competitive shelf space at the stores for the Ennsvalley product range
• Developed prospect lists of potential customers to entice and create attractive promotional materials and offers to attract them
• Clarified products or services, prices and demonstrate use of products to prospective client
• Intensified the impact of product visibility to consumers through strategic placement of products and promotional material
• Followed up and ensured 100% coverage of zones
• Organized and participated in marketing and industry events, trade shows, or promotional activities
• Communicated and sold Ennsvalley's bakery products to store customers
• Promoted Ennsvalley's Bakery products to customers
• Ensured proper and timely merchandising of Ennsvalley bakery products on shelf
• Sent daily report of sales and activities as advised

Certificate in Professional Marketing – Makini College (2017-01 – 2017-12)

Certificate in Leadership management – Leaders Training Institute (LTI) (2024-06 – 2025-07)

Certificate in Public Relation – International School of Related Studies (2003-04 – 2005-08)

Kenya Certificate of Secondary Education – Kagwathi Adventist High School (1999-01 – 2002-11)

Certificate in Professional Marketing – Chartered Institute of Marketing (C.I.M) (2017-01 – 2017-12)