MARK WILLIAMS OLUMASAI
Summary
As a service-oriented professional with an unwavering dedication to excellence, I combine a natural talent for helping others with exceptional interpersonal skills. My colleagues recognize me for my empathetic approach, effective communication, and innovative solutions to complex challenges.
Despite taking an unconventional career path, I have built substantial expertise in operations management, encompassing logistics, warehouse operations, inventory control, and supply chain optimization. My hands-on experience extends to customer service excellence, procurement, and sales management. While my knowledge has been primarily gained through practical experience, I am actively pursuing professional certifications to complement my operational expertise. This commitment to continuous learning enables me to stay current with industry best practices and enhance my ability to navigate complex business scenarios.
My strength lies in blending practical experience with ongoing professional development, allowing me to deliver consistent value while expanding my capabilities in these dynamic fields.
Overview
5
5
years of professional experience
Work History
Customer Relationship Officer
AXE MICRO-ENTERPRISE LTD
Luanda, Kenya
09.2024 - Current
- Developed customer service policies and procedures to ensure consistent and professional customer interactions.
- Provided technical assistance to customers in order to resolve their inquiries or complaints quickly and efficiently.
- Conducted regular reviews of customer feedback, identified areas for improvement, and implemented changes accordingly.
- Maintained detailed records of customer interactions, transactions, comments, and complaints.
- Excelled in exceeding daily credit card application goals.
- Contacted customers about potential service upgrades, new services and account changes.
- Prevented key account losses by researching discrepancies and correcting problems.
Operation Team Leader
ATOZ BAKE AND BITE LTD
Kisumu, Kenya
04.2024 - 08.2024
- Developed and implemented operational procedures to ensure efficient operations.
- Conducted regular performance reviews of team members, providing feedback and coaching.
- Developed strategies to maximize efficiency, reduce costs, and improve quality of services provided.
- Ensured safety regulations were strictly followed by all employees.
- Assisted in the development of budgets for operational activities.
- Managed inventory levels by monitoring stock levels, ordering supplies as needed.
Customer Relationship Officer
AXE MICRO-ENTERPRISE LTD
Kilifi , Kenya
01.2024 - 03.2024
- Acquisition of new business within the assigned location.
- Proactively market and generate business through individual loan mobilization and disbursement.
- Collection of arrears and due loans.
- Analyze market and advise on the risk and how to mitigate them.
- Network to improve the presence and reputation of the branch.
- Market the branch within the community.
- Maintained detailed records of customer interactions, transactions, comments, and complaints.
- Researched competitor offerings in order to maintain a competitive edge in the marketplace.
- Implemented quality assurance processes designed to monitor customer service levels.
- Responded promptly to all incoming calls, emails, letters, or other communications from customers.
- Proactively contacted inactive customers in order to re-engage them with the company's offerings.
Transport Manager
GILANIS DISTRIBUTORS LIMITED
Kisumu , Kenya
04.2023 - 11.2023
- Fleet Optimization: Strategically planned and managed daily routes, optimizing deliveries for efficiency and cost-effectiveness in a Transport Manager role
- Team Leadership: Directed a team of 20 drivers, ensuring timely deliveries and performance excellence as a leader in Fleet Management
- Client Relations: Cultivated strong customer relationships, enhancing satisfaction and service quality in a role that involved 3PL Management
- Safety Compliance: Enforced strict safety standards, reducing losses from violations and accidents while implementing safety measures within Reverse Logistics
- Operational Integration: Collaborated with supply chain and manufacturing teams, integrating warehouse operations and reducing expenses in a Fulfillment capacity
- Financial Oversight: Managed records and collaborated with accounting teams to ensure accurate financial tracking in a role that involved Accounting Equipment Care Specialist responsibilities
Assistant Warehouse Manager
MARKET FORCE TECHNOLOGY LIMITED
Kisumu, Kenya
01.2022 - 03.2023
- Logistics Manager: Negotiated contracts to lower shipping costs, managed budgets, and forecasted expenses, enhancing operational efficiency
- Inventory Specialist | Inventory Manager: Maintained accurate inventory levels through diligent monitoring, precise counts, and implementing anti-loss measures
- Warehouse Supervisor | Warehouse Manager: Mentored staff for growth, coordinated deliveries, and ensured timely dispatch, maintaining smooth operations
- Customer Service Representative | Sales Associate: Boosted sales by 15% through exceptional customer interactions, including 100+ follow-ups, ensuring satisfaction
- Operations Coordinator | Operations Manager: Optimized warehouse layout, maximized space utilization, and adapted swiftly to drive operational improvements
Machine Supervisor
DHRISH MANUFACTURING CO. LTD.
08.2019 - 12.2021
- Machine Supervisor/Attendant: Oversaw machine operations, promptly detecting malfunctions and vibrations, and resolving issues for smooth production
- Production Specialist: Produced medical pockets and executed precise paper cutting, ensuring accurate manufacturing processes
- Maintenance and Calibration Lead: Maintained and repaired machines, calibrated 10 units to sustain productivity and uphold quality standards
- Efficiency and Documentation Manager: Documented detailed production records, identifying bottlenecks and boosting efficiency by 4.5%
- Equipment Care Specialist: Ensured equipment performance by cleaning, lubricating components, and executing necessary maintenance tasks
- Quality Control and Reporting Expert: Inspected products, enhancing quality and prepared comprehensive technical reports to document daily production
Education
Diploma - Criminology & Security Studies
KISII UNIVERSITY
Certificate - Computer Studies
TEMAK COLLEGE
Kenya Certificate of Secondary Education -
FRIEND SCHOOL KAIMOSI BOYS
Skills
- Strategic Planning and Resource Allocation
- Documentation and Compliance Management
- Profit Improvement and Customer Relation
- Strong organizational and multitasking ability
- Problem solving and attention to details
- Ability to work in a fast paced environment
- Passion and commitment to quality
Certification
- Effective Leadership
- Inventory Management
Languages
English
Proficient
C2
Swahili
Upper Intermediate
B2
Timeline
Customer Relationship Officer
AXE MICRO-ENTERPRISE LTD
09.2024 - Current
Operation Team Leader
ATOZ BAKE AND BITE LTD
04.2024 - 08.2024
Customer Relationship Officer
AXE MICRO-ENTERPRISE LTD
01.2024 - 03.2024
Transport Manager
GILANIS DISTRIBUTORS LIMITED
04.2023 - 11.2023
Assistant Warehouse Manager
MARKET FORCE TECHNOLOGY LIMITED
01.2022 - 03.2023
Machine Supervisor
DHRISH MANUFACTURING CO. LTD.
08.2019 - 12.2021
Diploma - Criminology & Security Studies
KISII UNIVERSITY
Certificate - Computer Studies
TEMAK COLLEGE
Kenya Certificate of Secondary Education -
FRIEND SCHOOL KAIMOSI BOYS