Catherine Wakuze
Nairobi
Summary
Seasoned Operations Manager and talented leader with over ten years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Bringing solid understanding of industry trends, excellent communication skills, and talent for spotting areas needing improvement and implementing changes strategically. Proficient in using independent decision-making skills and sound judgment to impact company success positively. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Caseworker
Church World Service
Nairobi
06.2023 - Current
- Achieve and maintain high performance standards based on a thorough knowledge of, and adherence to, established Church World Service Resettlement Support Centre (CWS/RSC Africa), Department of State (DOS), United States Citizenship and Immigration Services (USCIS), and Refugee Processing Centre (RPC) policies and procedures regarding current refugee processing eligibility criteria, database, and file management guidelines, the role of US Resettlement Agencies and refugee producing country conditions.
- Travel throughout Sub-Saharan Africa, as assigned, to conduct resettlement
interviews with refugee applicants, collecting biographical information and establishing refugee claims in a dignified and professional manner. - Conduct Affidavit of Relationships Screening and Pre-screening interviews, either in person or remotely, per the daily minimums set by Field Processing Department Management. This includes:
i Determining case composition and ensure all refugee cases are cross referenced according to established standard operating procedures.
ii Establishing the validity of an applicant’s identity through verification of all demographic and biographic information including, but not limited to, names, nationalities, birth dates, and locations of all immediate family members in order to complete the refugee case history as required.
iii Collecting all identity information including photographs, height, and weight.
iv Documenting applicant’s persecution claim. - Analyzing, evaluating, and assessing the eligibility of refugee applicants for final adjudication by USCIS officers.
- Prepare cases for USCIS, including reviewing physical files and START database.
- Assist in Adjudication Circuit Rides, which includes completing post-Adjudication review updating fingerprints, and preparing and distributing decision letters.
- Run Quality Check reports to ensure complete and accurate files, as well as identify and correct processing errors prior to USCIS adjudication.
- Write deferral notices and information memos for referring agencies action, as required.
- Train new staff as required and contribute to the development of Field Processing Department training procedures and their implementation.
Operations Manager
Scale AI
Nairobi
03.2022 - 01.2023
- Drive critical operational processes while collaborating with stakeholders to improve processes for new and existing customers
- Improve existing processes and tools globally
- Create an effective feedback loop between 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
- Balance workload among QA Managers and aim to provide work-life balance to the team
- Monitor team’s performance through QA Managers and directly to QAs when necessary
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Streamline communication between SF QMs, SF QAs, and KE Delivery Team
- Maintain high team morale for the team to perform work effectively and efficiently
- Collaborated cross-functionally to refine procedures, and devise best practices and enforce quality metrics.
Project Manager
Samasource Kenya Limited
Nairobi
07.2020 - 03.2022
- Overseeing the management of multiple small to medium-scale projects from scoping through to implementation and roll out with the view of achieving KPIs and project deliverables
- 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, products, processes, and support system solutions in line with project
- KPIs, deliverables, goals and objectives, and overall organizational strategic plans
- Developed and initiated projects, managed costs, and monitored performance
- Achieved project deadlines by coordinating with contractors to manage performance while driving team success through a shared vision and recognition of quality performance
- Identified, modified, and directed project plans to meet organizational needs and resources required to meet project goals and objectives
- Maintained clear communication with precise technical writing to document and inform critical processes while communicating between internal personnel, contractors, and vendors for project cohesion
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders
- Provided fiduciary oversight to remain within budget constraints, recommending project adjustments where necessary.
Team Lead
Samasource Kenya Limited
Nairobi
10.2017 - 06.2020
- Managed, organized, supervised, and coordinated 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 while identifying training needs and regularly coached and trained staff on new and existing products and process changes
- Prepared daily individual performance activity reports, incident logs, and shift planners to ensure that statistics are accurately interpreted to meet required business standards
- Kept Operations Manager/Management informed of schedules, priorities, accomplishments, and ongoing issues, participating in finding resolutions to identified issues
- Minimized resource and time losses by addressing employee or production issues directly and implementing timely solutions Managed schedules, accepted time off requests, and found coverage for short shifts
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills
- 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
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
Head Waiter
Al Mahara Seafood Restaurant
Doha
05.2009 - 05.2012
- Dealt with customer issues for servers, consistently upholding professionalism and calmness to maintain customer satisfaction.
- Provided exceptional service to high volume of daily customers.
- Served high volume of tables at once and simultaneously supervised serving staff.
- Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
- Verified guest satisfaction with meals and suggested additional items to increase restaurant sales.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
Hostess
Emirates International Restaurants (Chillis)
Dubai
04.2008 - 05.2009
- 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
Education
Client Calibration Training -
Global Training Institute C/o Samasource Kenya
Nairobi, Kenya10.2018
Excel Course -
Global Training Institute c/o Samasource Kenya
Nairobi, Kenya06.2018
Leadership & People Management Course -
Global Training Institute C/o Samasource
Nairobi, Kenya04.2018
Diploma - Business Management
Kenya Institute of Management
Nairobi, Kenya12.2016
IATA Diploma - Dangerous Goods Regulations
East Africa School of Aviation
Nairobi, Kenya08.2007
IATA Diploma - Air Cargo Introductory Course
East African School of Aviation
Nairobi, Kenya12.2006
Skills
- Communication: Oral & written communication, Active listening, Giving constructive feedback, Presentation/visual communication
- Organizing & Planning: Goals setting, Attention to detail, Administrative skills, Project planning
- Teamwork & Coordination: Brainstorming, Critical thinking, Collaboration
- Strategic Planning: Business and, Operational strategy
- Problem Solving: Identifying, Defining, Actioning, Reviewing
- Risk Management: Identification, Analysis, Evaluation
- Computer: MS Office, Typing, Email communication
- Critical Thinking: Asking questions, Gathering relevant information, Thinking through possible solutions, Considering alternatives, Effective communication
- Decision Making: Teamwork, Leadership, Emotional Intelligence, Time Management
Accomplishments
Operations Manager | Scale AI
- Improved customer satisfaction ratings by 35% by ensuring that I was constantly collecting feedback and keeping the customer updated whenever tasks were taking longer than expected to get resolved.
- Designed a company-wide safety awareness program, resulting in a 10% reduction in reported injuries.
Project Manager | Samasource Kenya Limited
- Documented and resolved the Change Management process in Samasource which led to the project not missing changes shared by the client .
- Used Microsoft Excel to develop Change Management tracking spreadsheets.
- Collaborated with team of 25 managers and support staff in the development of tool improvements opportunities proposed to our client
Strengths
Transformational & Innovative Leadership
Able to use performance metrics, data, and information system tools to evaluate and improve product performance and maximize competitive advantage.
Decision-Making & Problem-Solving Skills
Skilled in defining problems, determining the causes, and identifying, prioritizing, selecting, and implementing alternatives to deliver consistent and compelling solutions.
Organization and Planning
Strategic and task-oriented professional with a systematic approach to meeting targets within set time frames. Flexible and capable of working systematically on various assignments.
Savvy Communication and Interpersonal Skills
Possess strong written, verbal, and presentation skills to communicate clearly and relate well with people. A keen listener giving prompt feedback. Apt in interpreting performance-related data and responding appropriately.
Interests
- Travelling the world
- Parenting hacks
- Blogging
- Movies
Timeline
Caseworker
Church World Service
06.2023 - Current
Operations Manager
Scale AI
03.2022 - 01.2023
Project Manager
Samasource Kenya Limited
07.2020 - 03.2022
Team Lead
Samasource Kenya Limited
10.2017 - 06.2020
Head Waiter
Al Mahara Seafood Restaurant
05.2009 - 05.2012
Hostess
Emirates International Restaurants (Chillis)
04.2008 - 05.2009
Client Calibration Training -
Global Training Institute C/o Samasource Kenya
Excel Course -
Global Training Institute c/o Samasource Kenya
Leadership & People Management Course -
Global Training Institute C/o Samasource
Diploma - Business Management
Kenya Institute of Management
IATA Diploma - Dangerous Goods Regulations
East Africa School of Aviation
IATA Diploma - Air Cargo Introductory Course
East African School of Aviation
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