Open To Work
Leah Otieno
Nairobi, Nairobi Province,30
Summary
Dedicated professional with a strong background in operations management and exceptional customer service. Committed to developing effective teams and implementing strategic initiatives to enhance performance and drive revenue growth.
Overview
11
11
years of professional experience
Work History
Owner/Operator
Mshonaji and Company
11.2021 - Current
- Developed and implemented operational strategies to enhance business efficiency and customer satisfaction.
- Managed daily operations, and managed customer workflows to ensure on time delivery of tailored pieces for individuals and companies.
- Oversaw inventory management systems to optimize stock levels of our ready to wear items and reduce dead stock and waste.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication. This in turn has created a high referral rate for our business. 75 percent of new business is referral.
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
- Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Developed business plan, processes and procedures to provide superior tailoring experience to customers.
- Trained and mentored support staff on operational procedures, enhancing team performance and service delivery.
- Developed strategies in place for acquisition and retention of clients
- Maintained and serviced client and supplier relationships
- Built a business with a high reputation of quality service delivery with every tailored item
- Identified and hired a highly skilled 3 person tailoring team
- Built efficiency into the business so we could produce a high volume of items using as little labor as possible
- Diversified our client base from 1 to 1 individual clients to acquiring corporate clients in the form of marketing agencies
- Conducted market research and constant trend analysis to inform product offerings and improve sales and competitive positioning
- Successfully maintained dependable relationships with non in house tailors that allowed us to access additional labor when needed for large projects with short turn around times ensuring that we always deliver large projects on time
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Developed business plan, processes and procedures to provide superior tailoring experience to customers from all over the world
- Cultivated a positive work environment, leading to higher employee retention rates and overall job satisfaction.
- Evaluated company performance against objectives, adjusting strategies as needed to achieve desired results.
- Negotiated contracts with vendors to secure favorable terms for the business.
- Trained and motivated employees to perform daily business functions.
- Implemented effective financial management practices, improving cash flow and profitability.
- Assessed income and expenses and adapted plans to improve profit levels.
- Overseeing inventory management, reducing waste and maintaining adequate stock levels to meet demand.
- Facilitated open communication channels among staff members, promoting teamwork for enhanced performance.
- Maximized revenue by identifying new market opportunities and implementing targeted sales strategies.
- Fostered strong professional network and partnership building skills to connect with quality leads.
- Optimized workflow processes through careful analysis of operational needs and resource allocation.
- Implemented sustainable practices, reducing environmental impact in our fabric buying and use
General Manager of Food Service Operations
Lava Latte
09.2018 - Current
- Streamlined operational workflows to enhance efficiency across departments.
- Led cross-functional teams in implementing process improvements and best practices.
- Developed and monitored key performance indicators to drive operational excellence.
- Mentored staff to foster a culture of continuous improvement and accountability.
- Directed daily operations, ensuring compliance with food safety regulations and quality standards.
- Implemented cost-control measures, optimizing inventory management for increased profitability.
- Led staff training programs, enhancing team performance and service delivery in food service operations.
- Analyzed market trends to develop strategic initiatives that improved customer satisfaction and retention.
- Collaborated with vendors to negotiate contracts, securing favorable terms for food supply and services.
- Developed operational policies that streamlined workflows and enhanced overall efficiency across departments.
- Monitored financial performance, preparing reports to inform executive decision-making processes.
- Fostered a culture of continuous improvement by implementing feedback mechanisms from both staff and customers.
- Reduced food waste through better inventory management and portion control, leading to increased profitability.
- Increased customer satisfaction by implementing effective staff training and performance management programs.
- Maintained open lines of communication between front-of-house and back-of-house staff, ensuring seamless coordination for optimal service delivery.
- Managed financial aspects of the business including budgeting, forecasting, cost analysis, and profit maximization strategies.
- Created a positive dining atmosphere by maintaining high standards of cleanliness and organization throughout the establishment.
- Optimized scheduling practices for efficient staffing levels during peak hours, reducing labor costs without sacrificing service quality.
- Improved staff retention rates by offering competitive compensation packages and fostering a supportive work environment.
- Drove revenue growth by identifying untapped market segments and developing targeted promotions to attract new clientele.
- Developed strong relationships with local suppliers for fresh ingredients, resulting in higher quality dishes and improved customer feedback.
- Boosted employee morale with regular team-building activities, improving communication and collaboration.
- Developed and implemented comprehensive employee training programs that covered essential foodservice skills, customer service, and safety protocols.
- Expanded catering services to accommodate various events, increasing overall sales revenue for the business.
- Ensured compliance with health and safety regulations through regular inspections, staff training, and process improvements.
- Monitored industry trends to stay ahead of competitors and continuously adapt operations as needed for continued success in the marketplace.
- Enhanced overall efficiency by streamlining food service processes and introducing new menu items.
- Addressed and resolved customer service issues to establish trust and increase satisfaction.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Developed unique events and special promotions to drive sales.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
Buiness Development Intern
AMREF
04.2016 - 11.2016
- Conducted market research to identify potential partnership opportunities within health sectors.
- Assisted in developing presentations and reports for leadership meetings.
- Analyzed data trends to inform strategic decisions and enhance the success of the department towards securing proposal applications that would be succesfull
- Supported the preparation of grant proposals by compiling relevant data and documentation.
- Conceptualized, wrote, and finalized two human rights concept notes and one healthcare innovation funding proposal.
- Managed CRM database, ensuring accurate tracking of prospects through the funding funnel for better tracking of funding opportunities.
- Assisted in formulating corporate strategy based on available funding opportunities, current projects, and political environment.
- Maintained project information and progress in company databases.
- Coordinated monthly data reporting with country contacts in Uganda, Tanzania, Ethiopia, South Sudan, and Senegal
Loss Mitigation Specialist
Nationwide Advantage Mortgage
03.2015 - 01.2016
- Analyzed borrower financial situations to develop tailored loss mitigation strategies.
- Collaborated with clients to negotiate repayment plans and loan modifications.
- Conducted thorough reviews of loan documents to ensure compliance with industry regulations.
- Trained and mentored junior staff on loss mitigation processes and best practices.
- Streamlined communication channels between departments to enhance workflow efficiency.
- Implemented process improvements that reduced turnaround time for loan resolution cases.
- Managed high-volume caseloads while maintaining accuracy in documentation and reporting.
- Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
- Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
- Evaluated pay stubs, credit history, tax information and bank statements for financial status.
- Discussed property liquidation options with customers.
- Safeguarded company interests by ensuring adherence to all relevant legal and regulatory requirements throughout the loss mitigation process.
- Streamlined the loss mitigation application process for clients, resulting in increased efficiency and better outcomes for both borrowers and lenders.
- Ensured compliance with all relevant regulations and guidelines by diligently reviewing loss mitigation documentation and procedures.
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Improved client satisfaction levels by providing prompt and efficient assistance in resolving financial challenges.
Education
Bachelor of Arts - Economics Finance
Simpson College
Indianola, IowaCertificate in Entrepreneurhip - Entrepreneurship
Microsoft Insiders East African Fellowship
Nairobi, Nairobi Province, Kenya02-2018
Certificate in Entrepreneurhip - Entrepreneurhip
Young African Leaders Initiative
Nairobi, Nairobi Province, Kenya04-2017
Skills
- Operations management
- Documentation and reporting
- Business planning
- Strategic planning
- Relationship management
- Operational reporting
- Staff training and development
- Budget development
- Recruiting and hiring
- Market analysis
- Decision-making
- Customer service
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeContract WorkGig WorkLocation Preference
RemoteOn-SiteHybridSalary Range
Sh150000/yr - Sh200000/yrTimeline
Owner/Operator
Mshonaji and Company
11.2021 - Current
General Manager of Food Service Operations
Lava Latte
09.2018 - Current
Buiness Development Intern
AMREF
04.2016 - 11.2016
Loss Mitigation Specialist
Nationwide Advantage Mortgage
03.2015 - 01.2016
Bachelor of Arts - Economics Finance
Simpson College
Certificate in Entrepreneurhip - Entrepreneurship
Microsoft Insiders East African Fellowship
Certificate in Entrepreneurhip - Entrepreneurhip
Young African Leaders Initiative