FELISTAS MUMBI

Leading comprehensive communication enhancement initiative across Private Collection®, collaborating with strategic communication and art direction teams to standardize brand messaging and improve internal/external communication channels.

Key Responsibilities:

• Managing cross-functional project to unify brand communication standards across all boutique hotel properties
• Partnering with strategic communication and art direction teams to develop cohesive messaging frameworks
• Enhancing internal communication protocols to improve team collaboration and information flow
• Designing and implemented guest-facing communication strategies to elevate customer experience
• Establishing brand consistency guidelines ensuring uniform voice and visual identity across all touchpoints
• Facilitating workshops and training sessions to align staff with new communication standards
• Monitoring project milestones, deliverables, and stakeholder engagement throughout implementation
• Developing measurement frameworks to assess communication effectiveness and brand alignment

• Evaluate objectives and streamline operations
• Administer user access privileges and managed workflows in CRM systems
• Leverage customer relationship management data to support decision-making
• Manage seamless integration of CRM with various applications
• Facilitate comprehensive user assistance
• Ensured accuracy and reliability of data by identifying anomalies
• Produced and implemented customer satisfaction guarantee program which directly resulted in 20% increase in sales.
• Managed department call volume of 10 calls per day and coordinated department schedules to maximize coverage during peak hours.

• Increased on-time delivery rates by analyzing trends & implementing interventions
• Developed real-time supplier dashboards (Tableau) for performance insights
• Identified at-risk suppliers (KPIs) & enabled proactive risk mitigation
• Optimized supplier pricing negotiations using data-driven cost-saving opportunities
• Improved supplier onboarding efficiency by 37% through data-driven streamlining
• Supported continuous improvement by analyzing supplier data for quality, cost, & delivery
• Collaborated with cross-functional teams to leverage data for supplier performance
• Created data-driven reports for key stakeholders on supplier performance & trends
• Monitored supplier compliance & identified potential contract violations
• Utilized statistical analysis to identify root causes of supplier issues & develop solutions

• Developed data-driven pricing strategies for maximum profitability (cost, competition, market demand)
• Identified new export opportunities in high-growth emerging markets (trade data analysis)
• Optimized trade financing strategies for best terms (historical data & financial trends)
• Improved trade compliance by 20% (customs regulations & trade agreement analysis)
• Mitigated trade risks (global data & news analysis)
• Supported trade negotiations with data on market trends, regulations, & competitors
• Created data visualizations (charts, maps) for trade insights (opportunities & risk mitigation)
• Monitored trade performance metrics (export volume, cost, profit margins) with data tools
• Customer Needs Assessment
• Reporting and presentation
• Attention to detail
• Time management skills
• Adaptability and learning agility
• Teamwork and collaboration
• Used data mining to identify trade trends for informed strategic decisions

• Analyzed data to understand client needs, identify market opportunities, and optimize event strategies
• Designed, planned, and executed exceptional events with seamless logistics and a positive attendee experience
• Analyzed post-event data to generate reports for future event success and strategy
• Built strong client relationships and translated needs into successful events
• Developed data-driven event strategies aligned with market research and client goals
• Managed all event aspects (suppliers, vendors, staff) using data to streamline logistics
• Maintained event databases for future planning and decision-making

• Managed attorney calendars & meetings, ensuring accurate records
• Drafted & prepared legal documents, adhering to strict guidelines
• Led client intake process, collecting & organizing client information efficiently
• Processed legal mail & faxes, prioritizing & distributing documents to attorneys
• Organized case files (physical & electronic) for easy access to critical information
• Managed office supplies & equipment, maintaining smooth operations
• Delivered excellent customer service to clients & visitors
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Maintained a clean & organized office environment for a positive atmosphere

• Resolved customer complaints with high satisfaction
• De-escalated high-pressure situations professionally
• Identified root causes & offered solutions to customer issues
• Actively listened & built rapport with empathy
• Communicated clearly & accurately with customers
• Formed strong customer relationships for long-term loyalty
• Managed customer accounts for renewals & accurate information
• Utilized internal resources efficiently to answer inquiries

• Organized & Efficient Front Office Admin: Delivered exceptional customer service & support in a fast-paced environment
• Visitor Management Expertise: Handled visitor flow, phone calls, and inquiries professionally
• Streamlined Operations: Improved efficiency resulting in positive outcomes
• Strong Organizational Skills: Maintained a well-organized office environment, managing appointments, calendars, and mail/package distribution
• Excellent Communication Skills: Fostered a positive first impression for the company