CURRICULUM VITAE

PERSONAL DETAILS
Name : Mercy Nyawira Mwangi
Address : 4987-00200
Tel : +254 722 340 284
Nationality : Kenyan
Religion : Christian
Marital Status : Single
Email : mrsnyawiram@gmail.com
EDUCATION BACKGROUND
2003-2005 : Kenya Polytechnic
Diploma in Business Management
2002 : Rainbow Computer Communication
Attended a certificate
1993-1996 : Kerugoya Girls High School
K.C.S.E (C plain)
1988-1992 : Mukui Primary School
K.C.P.E
WORKING EXPERIENCE
2021-2022: Database, POS and Backoffice officer (Rubis Energy)
Duties:
 Ensuring the shop prices are updated and all items are selling at the Company Set
Margins.
 Creating new items in the shops
 Processing supplier invoices and liaising with finance department to ensure they are paid
on time.
 Monitoring the shops operations through the system CCTV.
 Monitoring the movement of items and hence proposing what items should be replaced
by new items.
 Preparing profit and loss accounts for all the company shops and doing a presentation to
the management.
2019-2020: Convenience shop developer (Rubis Energy)
Duties:
 Supervising shop managers and ensuring they are performing their duties as per the
company procedures.
 Ensuring the shops are well stocked and merchandised.
 Ensuring there are no expiries on the shelves.
 Vetting new suppliers and shop managers.
 Ensuring suppliers are paid on time and their accounts are up to date to facilitate smooth
supply hence ensure there are no stock outs.
2014-2019: GULF ENERGY LTD
Designation: Depot Customer Service Executive
Duties:
 Responsible for increasing the level of customer satisfaction.
 Taking customer order, queries, enquiries and service requests accurately and within the
required time limit. Work closely with peers across all departments, to ensure an
exceptional, and seamless experience for our customers during order processing.
 Display a strong sense of urgency to resolve customer issues as quickly as possible.
Taking ‘ownership’ approach to handling customer issues.
 Develop and maintain relationships with high priority clients in order to ensure total
customer satisfaction. Occasionally visiting customers and getting feedback from them.
 Escalate issues that cannot be resolved by Customer Care to the correct department for
resolution. Liasing with internal support teams- Finance or Sales- to resolve/escalate
customer related issues.
 Ensuring that all customers receive their statements and invoices at the end of each month
in a timely manner without fail.
 Enhance customer relationships and contribute to building customer loyalty through the
delivery of accurate and timely information. Keep records of customer interactions and
transactions, recording details of inquiries, complaints, and comments, as well as actions
taken.
 Attract potential customers by answering product and service questions; suggest
information about other products and services. Continually maintain working knowledge
of all company products, services and promotions.
 Participate in the continuous improvement process, training sessions, meetings, skill
building development of the department. Take initiative to identify other opportunities for
enhancing customer service.
Mar 2012-Dec 2013: GULF ENERGY LTD
Designation: Depot Front office Executive
Duties:
 Greeting and assisting visitors and customers as needed in a professional manner.
 Receiving, verifying, recording customers orders and then taking them to the customer
service team for processing.
 Liaise with customer service team and control room making sure orders are loaded and
dispatched on time to avoid customer complains.
 Receiving suppliers’ invoices and following up with the accounts department making
sure suppliers are paid on time.
 Assisting the Terminal Manger in Administration duties i.e. updating staff leave days,
supervising terminal driver.
 Maintaining high levels of housekeeping within the terminal.
2008-February 2012: GULF ENERGY LTD
Designation: Station Manager- Outering Road Service Station
Duties:
 Implement and uphold Gulf Energy service stations procedures and controls in addition
to continuous improvement of sound customer service, Gulf 7 forecourt service delivery
steps and Health, Safety and Environmental Quality standards as expected by Gulf
Energy Limited.
 Make certain that the entire station facility, equipment and staff are managed and
function safely.
 Make certain that all daily sales, stocks and cash are handled as per applicable
procedures.
 To prospect for new business opportunities, conduct weekly market surveys and promptly
update the area Retail Sales Executives in line with strengthening the station
competitiveness.
 Chair the station monthly business review meeting to make certain that the station
ensuing issues, sales target and sound standards are achieved consistently.
 To foster good working relationship with the area Retail Sales Executive in implementing
controls to achieve set sales targets, profit margins and that direct expenditure like petty
cash are properly managed.
 Execute watertight credit control practices that mitigate the Company exposure on all
credit sales including withdrawals deposit customers.
 Conduct routine and monthly stock take and reconciliation ensuring that variances are
investigated and action taken against feasible losses.
 Timely updates to the area Retail Sales Executive on all critical issues that affect the
station sales, equipment, maintenance schedule, safety, customers complains and risk
exposure among others.
 Ensure that a performance evaluation exercise is conducted before staff can be promoted.
Sept 2003- Dec 2006: Total Kenya
Designation: Station Manager -Naromoru Service Station
Duties:
 Managing Total Station
 Network Sales
 Stock control
 Expenses control and Petty cash management
 Salaries preparations and paying staff
 Banking and cash control
 House keeping
 Handling staff issues and allocation of duties
 Maintenance of company equipment
 Handling customer complains as they arise
 Preparation of reports e.g End month reports
June 2001-Aug 2003: Total Kenya
Designation: Supervisor – Kerugoya and Gatitu Service Station
Duties:
 Implement and uphold Total six steps of drive way. That, order and Company quality
standards are fully implemented at the forecourt and station at large. Staff are smart, well-
groomed and presentable.
 Ensure the entire station business, equipment and staff are well supervised and managed
safely.
 Ensure that sound cash management practices are maintained at the forecourt as per
procedure.
 Ensure that daily shift stocks and dips are timely taken, reconciled and accurate record
posted in the FMS.
 Ensure that TKL housekeeping standard procedure is fully implemented and the station is
pleasant to TKL customers.
 Implementation of operational functions delegated by the Station Manager and Territory
Manager.
Sept 1999- May 2001: Total Kenya
Designation: Pump Attendant- Kerugoya Service Station
Duties:
 Implement and uphold Total six steps of drive way and improved customer service.
 Be smart, well groomed, and presentable and in approved TKL uniform.
 Maintain good housekeeping standard at the forecourt as per procedure.
 Pleasantly attending to all customers energy needs and enquiries in a professional
manner.
 To uphold sound cash management practices at the forecourt as per procedure.
 Implementation of operational functions delegated by the Station Supervisor and
Station Manager.
TRAININGS
6TH – 8TH June 2018: Refresher Training for occupational Health and safety
20th -21st Nov 2014: PIEA Strategy customer service in petroleum Sector
22nd April 2014: IQS ISO 9001:2008 Awareness Course
July 2013: St John First Aid refresher course
12-14th June 2013: Training Solutions The Wow Employee course
12th Sept 2012: In-house Training- Balanced Scorecard
May 2012: St John First Aid at work course
13th April 2012- Basic Firefighting course
12-16th Mar 2012- PIEA petroleum deposit Operation and Distribution Management
5-9th Mar 2012: PIEA Introduction to the oil industry
12-16th 2009: PIEA Service Station Management course
May 2009: St Johns First Aid at work course
24th March 2004: Total Kenya Ltd HIV/AIDS Training
15th Sept 2003: Total Kenya Ltd Offloading and safety Procedures
8th April 2003: Total Kenya Ltd ISO 9000:2000 Overview
13th July 2001: Total Kenya Induction Supervisors course
11th May 2001: Total Kenya ISO 9002 IN Network Course
13th April 2000: Total Kenya Pump Attendant Course
1997: Electoral Commission of Kenya (ECK)- Registration clerk
AWARDS
Total Kenya Ltd Best Performing Managers Incentive Trips
10th-14th Feb 2006: Trip to Uganda
2nd Aug 2005: Top Oscar Challenge Winner Network Continuous Assessment Contest.
 Awarded a gift of being winner in July 2005 wave Network Sales
category- Mt Kenya from Total HQ in Paris.
24th-27th Feb 2005: Trip to Zanzibar
April 2004: Trip to Maasai Mara
Feb 2003: Trip to Tanzania Ngorongoro, Terangire and Serengeti National parks

REFEREES
1. David Itubia
Human Resource Business Partner
Rubis Energy Kenya
P.O BOX 44202-001—GPO
NAIROBI
TEL: 0724 282 802

2. Paul Njogu
Director Platinum Transporters
TEL: 0722 815 152

3. Rev. Moses Mbae