CATHERINE MALENYA
Summary
Knowledgeable Operations Manager with over 10 years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
23
23
years of professional experience
Work History
Operational Manager
Centre Park Plaza Ltd.
Nairobi, Kenya
09.2012 - Current
- Managed the daily operations of a team of 20 employees.
- Developed strategies to improve customer service, quality assurance systems, and business processes.
- Organized meetings with stakeholders including clients, partners or suppliers in order to discuss business needs.
- Organized workflow by assigning responsibilities to departments and teams and individuals.
- Created and maintained operational budgets, monitored costs and identified areas for cost savings.
- Reported progress on various projects directly to senior level executives on a regular basis.
- Recruited, trained, coached and evaluated staff performance to ensure maximum efficiency.
Administration Manager
Amiken Limited
Nairobi, Kenya
03.2008 - 08.2012
- Created monthly reports summarizing department activities for senior management review.
- Supervised daily operations of the administrative team to ensure timely completion of tasks.
- Maintained an accurate database of company documents such as contracts, invoices, vendor agreements .
- Served as a liaison between the organization's leadership team and other departments when needed.
- Reviewed incoming emails and responded accordingly within established timelines.
- Provided guidance to staff on administrative issues such as payroll processing, employee benefits administration.
- Resolved complex problems related to administrative processes in a timely manner.
- Managed the recruitment process by sourcing candidates, conducting interviews and onboarding new hires.
- Organized office operations and procedures, including filing systems, record keeping, data entry, mail distribution and other clerical services.
- Organized special events such as corporate conferences or workshops by coordinating logistics requirements.
- Monitored inventory levels of office supplies ensuring adequate stock at all times.
- Coordinated meetings with internal teams or external clients by scheduling dates, reserving venues and organizing catering services if necessary.
- Organized workflows to improve efficiency and reduce operating costs.
- Actively participated in weekly meetings with senior management to discuss progress towards goals.
- Ensured compliance with organizational policies and procedures as well as applicable laws and regulations.
- Conducted performance reviews for administrative staff members to identify areas of improvement.
- Developed a comprehensive training program for new staff members to ensure smooth integration into the organization's culture.
- Created and maintained operations manual to document systems and standards.
- Implemented cost-saving strategies across all departments that resulted in significant savings over time.
- Performed budgeting duties including forecasting expenditures and preparing financial reports.
- Prepared detailed spreadsheets of weekly and monthly sales statistics and expenses.
- Coordinated marketing events and client activities to drive sales and revenue.
- Managed purchase requisitions and approvals for all department equipment and supplies.
- Identified and solved problems to enhance management and business direction.
- Monitored office inventory to maintain supply levels.
- Oversaw complex office support, managing records database, and organizing contracts.
- Supported staff through in-service training, providing mentorship and additional resources.
- Recruited, trained and developed administrative team to support corporate growth and objectives.
- Coordinated with managers and departments to interview new personnel and recognize excellent performance.
- Worked with management team to improve workflows and eliminate unnecessary tasks.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Determined staffing requirements, interviewing, hiring and training new employees.
- Collaborated with other departmental leaders to establish organizational goals, strategic plans, and objectives.
- Managed busy calendar for executive team, planning and preparing meetings and communications.
- Analyzed internal processes and recommended and implemented procedural or policy changes to improve operations.
- Planned and controlled budgets for contracts, equipment and supplies.
- Negotiated and reviewed contracts, rates and terms with current facilities and suppliers.
Customer Service Officer
Mission for Essential Drugs and Supplies
Nairobi, Kenya
02.2003 - 06.2005
- Established trustful relationships with customers through effective communication skills.
- Resolved customer issues in an efficient and timely manner.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
- Managed daily operations of the Customer Service Department.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Handled escalated customer complaints and disputes in a professional manner.
- Communicated information to customers about product quality, value and style.
- Identified potential opportunities to upsell products or services to customers.
- Educated customers on special pricing opportunities and company offerings.
- Maintained accurate records of customer interactions and transactions.
- Performed follow-up calls to ensure customer satisfaction with product and service delivery.
- Trained new employees on company policies related to customer service practices.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Created reports summarizing customer feedback data for management review.
- Updated internal databases with new account information as needed.
- Set up and updated customer accounts to facilitate smooth purchases.
- Audited customer account information to identify issues and develop solutions.
- Implemented best practices regarding customer service standards across all channels.
- Collaborated with other departments within the organization on various projects.
- Scheduled service appointment to resolve complex, site-specific issues.
- Conducted quality assurance reviews of fellow colleagues' work performance.
- Reviewed account and service histories to identify trends and resolve issues.
- Developed strong customer relationships to encourage repeat business.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Provided top quality control and eliminated downtime to maximize revenue.
Research Assistant Intern
Butikunda Consultancy
Nairobi, Kenya
10.2000 - 12.2002
- Conducted literature reviews to identify relevant research papers and studies in support of project objectives.
- Reviewed existing literature in order to assess current state of knowledge within a given field.
- Updated records and documentation associated with ongoing projects or experiments.
- Assisted with preparation of manuscripts for publication in peer-reviewed journals.
- Drafted memos summarizing key findings from ongoing research initiatives.
- Participated in conferences, seminars, workshops, and other events related to the research area.
- Assisted with the development of presentations, reports, and other documents related to research findings.
- Worked closely with senior researchers to ensure accuracy of all deliverables.
- Managed clerical support by filing, faxing and scanning documents and scheduling meetings.
Education
Bachelor of Science - Chemistry And Botany
University of Nairobi
Nairobi12-2002
MBA - Human Resource Management
Kenyatta University
NairobiSkills
- Organizational Skills
- Operations Management
- Strategic Planning
- Human Resources
- Teamwork and Collaboration
- Effective Communication
- Business Growth Initiatives
Affiliations
- Rotarian - Member of Rotary Eclub of 9212 Safari Kenya. Currently serving as President year 202/2024. Previously served as Club Secretary and Board member - Governance and Ethics.
- Board member - Childs Dignity and organization focused on education of the children suffering of abuse
Timeline
Operational Manager
Centre Park Plaza Ltd.
09.2012 - Current
Administration Manager
Amiken Limited
03.2008 - 08.2012
Customer Service Officer
Mission for Essential Drugs and Supplies
02.2003 - 06.2005
Research Assistant Intern
Butikunda Consultancy
10.2000 - 12.2002
Bachelor of Science - Chemistry And Botany
University of Nairobi
MBA - Human Resource Management
Kenyatta University
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