Arwa Kapacee
Summary
With in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service. Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
18
18
years of professional experience
Work History
Assistant Manager
Politix
02.2023 - Current
- Managed a team of 6 employees, overseeing their daily tasks, ensuring quality customer service, and providing training and mentorship
- Assisted in developing and executing marketing strategies, resulting in a 20% increase in customer traffic and sales
- Conducted regular financial and inventory audits to maintain accuracy and reduce shrinkage
- Collaborated with the management team to implement process improvements and workflow optimizations, leading to a 10% reduction in operational inefficiencies
- Assisted in recruitment, hiring, and onboarding processes, contributing to the building of a strong and cohesive team
- Acted as a liaison between staff and upper management, effectively communicating company policies, changes, and objectives.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Sales Professional
David Jones
02.2022 - 02.2023
- Exceeded monthly and annual sales quotas by an average of 20% through a strategic and data-driven sales approach
- Collaborated with cross-functional teams to develop and implement effective sales strategies, resulting in a 15% increase in overall sales revenue
- Cultivated and maintained strong relationships with key clients, resulting in a 30% increase in repeat business and referrals
- Conducted market research to identify emerging trends and customer needs, enabling the company to stay ahead of the competition and tailor product offerings accordingly
- Led product presentations and demonstrations for clients, effectively conveying the value proposition and technical features
- Utilized CRM systems to manage and track leads, opportunities, and customer interactions, ensuring a high level of organization and responsiveness
- Negotiated pricing, contracts, and terms with clients, consistently achieving win-win solutions and long-term partnerships.
Assistant Manager
Nairobi Sports House Ltd
03.2006 - 12.2022
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products
- Established and optimized schedules to keep coverage and service in line with forecasted demands
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Store Manager
Maya Duty Free Ltd
12.2017 - 01.2022
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget
- Rotated stock to achieve optimum appeal and minimize shrinkage
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success
- Bolstered sales volume by implementing incentive program and initiating advanced employee training
- Attended trainings with high fashion brands such as Chanel and Dior, on product knowledge and international levels of customer care and sales.
Tour Operator
Kulula Safaris
06.2014 - 04.2017
- Developed tour programming to enhance guest experiences
- Built personal relationships with guests to promote positive experiences
- Collected and deposited payments from guests
- Collected tickets and fees from each individual prior to start of tour.
Tour Operator
Crown Tours And Travel
05.2011 - 07.2014
- Developed tour programming to enhance guest experiences
- Built personal relationships with guests to promote positive experiences
- Researched information on Kenya tourism to provide accurate, detailed tours
- Collected and deposited payments from guests
- Worked closely with management staff to create new and lucrative tours
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
Assistant Operations Manager
Kibo Safari Camp
02.2008 - 11.2011
- Enhanced employee management by developing schedules, tracking time and administering payroll
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication
- Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Coordinated with General Manager in different operational issues and promotional activities.
- Communicated with customers to assess satisfaction with products and services received.
Education
BACHELOR OF BUSINESS -
TAFE NSW
Wollongong, NSW11.2026
CERTIFICATE oF BUSINESS MANAGEMENT : Business Administration -
GRAFFINS COLLEGE
NAIROBI, KENYA11.2006
High School Diploma -
MSB EDUCATION CENTRE
NAIROBI, KENYA11.2004
Certificate of Primary Eduction -
Hospital Hill Primary School
Nairobi, Kenya11.2000
Skills
- Store Opening and Closing Procedures
- Cash Management
- Verbal and Written Communication
- Store Merchandising
- Sales Strategies
- Team Building and Leadership
- Staff Supervision
- Inventory Management
- Documentation and Reporting
- Policies and Procedures
- Employee Supervision and Motivation
- Shift Scheduling
- Recruiting and Hiring
- Store Opening and Closing
- Customer Service
- Store Operations Oversight
- Finance and Accounting Oversight
- Customer Service Management
- Business Leadership
- Staff Development
- Sales Promotion
- Sales Tracking
- Task Delegation
- Operations Management
Languages
ENGLISH - FLUENT
SWAHILI - FLUENT
GUJRATI - FLUENT
HINDI - BASIC
Timeline
Assistant Manager
Politix
02.2023 - Current
Sales Professional
David Jones
02.2022 - 02.2023
Store Manager
Maya Duty Free Ltd
12.2017 - 01.2022
Tour Operator
Kulula Safaris
06.2014 - 04.2017
Tour Operator
Crown Tours And Travel
05.2011 - 07.2014
Assistant Operations Manager
Kibo Safari Camp
02.2008 - 11.2011
Assistant Manager
Nairobi Sports House Ltd
03.2006 - 12.2022
BACHELOR OF BUSINESS -
TAFE NSW
CERTIFICATE oF BUSINESS MANAGEMENT : Business Administration -
GRAFFINS COLLEGE
High School Diploma -
MSB EDUCATION CENTRE
Certificate of Primary Eduction -
Hospital Hill Primary School
Hobbies And Interests
TRAVEL AND READING
Hobbies And Interests
TRAVEL AND READING
Hobbies And Interests
TRAVEL AND READING
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