Operations Manager
Scale AI
03.2022 - 01.2023
Hi, I’m
Catherine Wakuze
Project and Operations Manager
Nairobi,Nairobi
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Seasoned Operations Manager and talented leader with over 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Additionally, I'm a manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. I'm highly organized and a dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Work History
Scale AINairobi, Nairobi
Operations Manager
03.2022 - 01.2023
Job overview
- Drive some of the most critical operational processes
- Improve existing processes and tools globally
- Collaborate with stakeholders to improve processes for new and existing customers
- Create an effective feedback loop between the frontline, product, strategy, and customers
- Build, maintain, and regularly communicate detailed reporting for other leaders across the company who will use the team's data to inform their own operations and strategy
- Ensure that capacity is aligned with demand
- Monitor the team’s performance through QA Managers and directly to QAs when necessary
- Streamline communication between SF QMs, SF QAs, and the KE Delivery Team
- Maintain high team morale for the team to perform work effectively and efficiently
- Cascade and sync with QA Managers and QAs on the company’s short-term and long-term objectives
- Balance workload among QA Managers and aim to provide work-life balance to the team
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
SamasourceNairobi
Project Manager
07.2020 - 03.2022
Job overview
- Overseeing the management of multiple small to medium scale projects from scoping through to implementation and roll out with the view of achieving key performance indicators and project deliverables
- Collaborating with cross-functional partners internally and externally, such as
- Markets, Policy, Quality, Training, and WFM, to enable outsourcing operations that help improve community experience and support
- Identifying potential risks or issues with project implementations, and proactively driving communication with internal and external stakeholders during projects to find workable solutions
- Translating business requirements into implementable plans, furthering the organization's mission of protecting and supporting its Facebook community
- Contributing to improving policies, product, process, and support system solutions in line with project key performance indicators, deliverables, goals and objectives, and overall organizational strategic plans
- Met project deadlines without sacrificing build quality or workplace safety.
- Developed and initiated projects, managed costs and monitored performance.
- Maintained clear communication with precise technical writing to document and inform critical processes.
- Provided fiduciary oversight to remain within budget constraints, recommending project adjustments where necessary.
- Facilitated communication between internal personnel, contractors and vendors for project cohesion.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Drove team success through shared vision and recognition of quality performance.
- Planned, designed and scheduled phases for large projects.
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Modified and directed project plans to meet organizational needs.
- Identified plans and resources required to meet project goals and objectives.
Samasource Kenya LtdNairobi
Team Lead
10.2017 - 06.2020
Job overview
- Managed, organized, supervised, and coordinated the day to day work of a team of about 80 agents to deliver the highest standards of services to clients and maximize departmental productivity in line with KPIs, targets, and standards
- Monitored and reported on progress on performance, providing feedback, and taking appropriate corrective action with individual and shared targets
- Provided support and assistance to team members in the development of their skills and knowledge and identified training needs and regularly coached and trained staff on new and existing products and process changes
- Conducted regular quality assessments and coaching, offering constructive feedback, which included QA feedback sessions and continuously developing quality
- Prepared daily individual performance activity reports, incident logs, and shift planners to ensure that the statistics are accurately interpreted to meet the required business standards
- Motivated the team to provide a first-class service to all our clients whilst ensuring business targets are met through reward schemes and developing and managing effective communication and feedback channels
- Working closely with the other Team Leaders to ensure that queries across all areas of the business are handled
- Kept the Operations Manager/Management informed of schedules, priorities, accomplishments and ongoing issues, participating in finding resolutions to identified issues
- Promoted teamwork and the company's culture and values within the team through active and proactive training, mentoring, coaching, and team building sessions to maximize personal and team potential
- Carried out any other ad hoc duties as may be requested, from time to time, by immediate supervisor and the management.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Tracked receipts, employee hours and inventory movements.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Reported on updates to project specifications and progress.
- Reviewed project specifications and drawings prior to assembling complex components to better understand assignments and expected deadlines.
- Trained new team members by relaying information on company procedures and safety requirements.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Participated in cross-functional team-building activities.
- Coached team members in techniques necessary to complete job tasks.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
- Directed and supervised team of 80 agents engaged in Image Annotation and data labeling.
Securex Agencies (K) LtdNairobi
Communication Center Supervisor
01.2014 - 09.2017
Job overview
- Researched, updated, and maintain outside requests including, but not limited to, complaints, ensuring all issues are resolved or escalated to the right personnel for actionable solution
- Participated in the development, implementation and review of policies and procedures in line with the company's strategic plans and goals
- Monitored work activities to ensure compliance with established policies and procedures and made recommendations for changes and improvements to existing standards and procedures
- Ensured all related electronic equipment and databases are operating, overseeing troubleshooting, diagnosis and repair and maintenance in line with laid down policies
- Provided statistical workload reports, barricade, and other usage reports, made recommendations, and highlighted out of compliance situations to the management for informed decision making and strategic planning
- Recorded all events and actions taken in a clear, legible, and accurate written format and onto other media as required to facilitate reporting, record keeping, and operational monitoring and management
- To maintain personal integrity and confidentiality of all information obtained within the communication center at all times
- Ensured that the security of the communication center and all equipment is maintained satisfactorily at all times, including access control of all visitors to the communication center
- Performed other tasks or duties which are reasonably expected to or instructed to undertake by the immediate supervisor or management.
- Identified issues, analyzed information and provided solutions to problems.
- Prepared variety of different written communications, reports and documents.
- Exceeded goals through effective task prioritization and great work ethic.
- Handled about 50 calls per day to address customer inquiries and concerns.
- Participated in team-building activities to enhance working relationships.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed team communications and information for meetings.
- Carried out day-to-day duties accurately and efficiently.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Resolved problems, improved operations and provided exceptional service.
- Worked flexible hours across night, weekend and holiday shifts.
- Increased customer satisfaction by resolving issues.
Nairobi City County
Intern (Procurement Officer)
01.2016 - 08.2016
Job overview
- Assisted the procurement clerk in preparing purchase orders for ordering merchandise and supplies, including typing and filing purchase order documents and managing correspondences with suppliers
- Reviewed prices and product specifications from various suppliers to identify products with favorable deals without compromising on quality in adherence with laid down policies and guidelines
- Created and maintained purchasing files and price lists, as well as determined if the company has enough inventory on hand through inventory audit and tracking and physically checking deliveries
- Answered supplier and customer inquiries about order changes or cancellations and checked requisition orders for accuracy in line with laid down policies and standard operating procedures
- Prepared procurement memos for forwarding to the legal department for the bidders to be awarded contracts and participated in the tender opening and selection of suppliers and sent acceptance letters to successful bidders
- Ensured that tender documents delivered have all the requirements attached, including valid performance bond, acceptance letters, offer letters and the bill of quantities.
Securex Agencies (K) Ltd
Radio Controller/Radio Operator
01.2012 - 01.2014
Job overview
- Attended to alarm activations received in the control room and took appropriate action as per client instructions and laid down policies and standard operating procedures
- Notified the client of any alarm activations at their premises and informed them of any problems if any while also initiating response from the appropriate personnel or agency, including the police
- Monitored the CCTV and live online tracking of the company's fleet in line with the company's policies, guidelines and standard operating procedures
- Recorded all information reported in the control room in the general occurrence book and informed the relevant manager to follow-up
- Verified that the respective mobile response crews are fully kitted and ensured that the contractual manpower has been deployed as per the company's policies.
Horizon Contact Centres, Yu, MobileNairobi
Customer Service Agent
01.2011 - 10.2012
Job overview
- Communicated with clients regarding account services, statements, and balances.
- Addressed customer account discrepancies and concerns.
Entered customer information into customized computer system with CRM to document and organize client records. - Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Resolved over 80 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
Al Mahara Seafood RestaurantDoha
Receptionist
05.2009 - 05.2010
Job overview
- Answered central telephone system and directed calls accordingly.
- Confirmed appointments, communicated with clients and updated client records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Scheduled and confirmed appointments and meetings for senior management team.
Emirates International RestaurantsDubai
Hostess
07.2008 - 05.2009
Job overview
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
DHL Worldwide Express Logistics
Logistics Agent
10.2007 - 06.2008
Job overview
- Processed and entered customer orders into database and provided proactive customer service for accounts.
- Verified accurate account invoicing through collaboration with accounting department.
- Generated documentation and information required for customer shipments.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Tracked orders and notified customers of status or potential delays.
- Printed tickets, picked supplies and filled packages under tight deadlines.
- Liaised between warehouse personnel and customer to facilitate account and operational needs.
- Produced weekly status reports detailing logistic operations and problems.
- Developed and deployed strategies to save time and expenses associated with goods movements.
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints concerning work orders, invoices and shipments.
Education
Global Training Initiative C/o Samasource KenyaNairobi
Client Calibration Training | Global Training Initiative c/o
08.2018 - 10.2018
Global Training Initiative C/o Samasource KenyaNairobi
Microsoft Excel Course
05.2018 - 06.2018
Global Training Initiative C/o Samasource KenyaNairobi
Leadership And People Management Course
11.2017 - 04.2018
Kenya Institute of ManagementNairobi
Some College (No Degree) from Business Management- Purchasing And Supplies
06.2016 - 12.2016
Kenya Institute of ManagementNairobi
Certificate from Business Management
06.2014 - 12.2014
East African School of AviationNairobi
Some College (No Degree) from IATA Diploma in Dangerous Goods Regulations
01.2007 - 08.2007
East African School of AviationNairobi
Some College (No Degree) from IATA Diploma in Air Cargo Introductory
04.2006 - 12.2006
Air Travel & Related Studies CenterNairobi
Some College (No Degree)
09.2005 - 12.2005
Huruma Girls High SchoolNairobi
High School Diploma
01.2000 - 11.2003
Skills
Microsoft Office Suiteundefined
Availability
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Timeline
Project Manager
Samasource
07.2020 - 03.2022
Global Training Initiative C/o Samasource Kenya
Client Calibration Training | Global Training Initiative c/o
08.2018 - 10.2018
Global Training Initiative C/o Samasource Kenya
Microsoft Excel Course
05.2018 - 06.2018
Global Training Initiative C/o Samasource Kenya
Leadership And People Management Course
11.2017 - 04.2018
Team Lead
Samasource Kenya Ltd
10.2017 - 06.2020
Kenya Institute of Management
Some College (No Degree) from Business Management- Purchasing And Supplies
06.2016 - 12.2016
Intern (Procurement Officer)
Nairobi City County
01.2016 - 08.2016
Kenya Institute of Management
Certificate from Business Management
06.2014 - 12.2014
Communication Center Supervisor
Securex Agencies (K) Ltd
01.2014 - 09.2017
Radio Controller/Radio Operator
Securex Agencies (K) Ltd
01.2012 - 01.2014
Customer Service Agent
Horizon Contact Centres, Yu, Mobile
01.2011 - 10.2012
Receptionist
Al Mahara Seafood Restaurant
05.2009 - 05.2010
Hostess
Emirates International Restaurants
07.2008 - 05.2009
Logistics Agent
DHL Worldwide Express Logistics
10.2007 - 06.2008
East African School of Aviation
Some College (No Degree) from IATA Diploma in Dangerous Goods Regulations
01.2007 - 08.2007
East African School of Aviation
Some College (No Degree) from IATA Diploma in Air Cargo Introductory
04.2006 - 12.2006
Air Travel & Related Studies Center
Some College (No Degree)
09.2005 - 12.2005
Huruma Girls High School
High School Diploma
01.2000 - 11.2003
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