Summary
Overview
Work History
Education
Skills
Timeline
Generic
Maureen Mwanduka

Maureen Mwanduka

Operations Manager
Mombasa,COAST

Summary

Encouraging 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.

Overview

9
9
years of professional experience

Work History

REGIONAL MANAGER

Micromart Africa
North Coast, Mombasa
02.2024 - Current
  • Developed and executed successful business plans that resulted in improved market share and profitability within the region.
  • Implemented cost-cutting measures across the region that led to significant savings without compromising service quality or employee satisfaction.
  • Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
  • Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
  • Secured key accounts with customized sales presentations showcasing unique value propositions tailored to prospective clients'' needs.
  • Improved talent recruitment processes by enhancing job descriptions, streamlining interview procedures, and partnering with local educational institutions for pipeline development.
  • Supervised various locations, enforcing high-quality standards of operation.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Defined clear targets and objectives and communicated to other team members.

OPERATIONS MANAGER

Legit Micro Enterprise
Mombasa, Coast
04.2022 - 02.2024
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Increased profit by streamlining operations.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Developed and maintained relationships with external vendors and suppliers.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.

CALL CENTRE AGENT ; CALL CENTRE SUPERVISOR

Watu Africa
Mombasa, Mombasa District
06.2019 - 03.2022
  • Called clients to remind them on their due loans, overdue and take notes the conversation for followup purposes.
  • Responded to clients queries on their loan balances and any other issues.
  • Educated clients on importance of timely payments and new products.
  • Assisted other staffs with ways of improving their KPI's
  • Resolved problems, improved operations and provided exceptional service.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Developed strong communication and organizational skills through working on group projects.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Reduced average handle time through the implementation of effective call handling techniques and scripts.
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Communicated customer feedback and complaints to team members to promote proper resolution.
  • Assisted sales team members in developing customer relationships, and building customer loyalty.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
  • Provided valuable input during team meetings, resulting in the identification of new opportunities for growth and development within the organization.

BRANCH MANAGER

Fadhili Micro Enterprise
Changamwe, Mombasa
01.2018 - 06.2019
  • Recruitment, Training and staff induction
  • Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
  • Established performance benchmarks and KPIs for the credit department, regularly monitoring progress and implementing corrective measures when needed.
  • Managed a high-performing team of credit analysts, providing guidance, training, and support for professional development.
  • Held sales coaching sessions.
  • Provided training and consulted with struggling teams to help meet monthly target goals.
  • Reported key performance indicators to department heads for management of positive cash flow and to adjust credit risk policies and procedures.
  • Negotiated settlements and payment terms with customers and delivered customized payment plans.
  • Monitored accounts for signs of fraud and non-payment issues.

BUSINESS RELATIONSHIP OFFICER

Fadhili Micro Enterprise
05.2016 - 01.2018


  • Monitored, followed-up and escalated cases to meet customer response commitments.
  • Maintained and built close relationships with customers through regular contact and visits.
  • Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
  • Provided mentorship and guidance to junior colleagues, fostering a collaborative team environment that encouraged professional development and knowledge sharing.
  • Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
  • Originated, reviewed, processed, closed, and administered customer loan proposals.
  • Submitted loan applications to underwriter for verification and recommendations.
  • Assisted customers in understanding loan terms and conditions to make informed decisions.
  • Assisted customers with completing loan applications and other paperwork.
  • Supervised loan personnel and motivated to maintain customer service and performance standards.
  • Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
  • Oversaw complex transactions involving multiple parties ensuring smooth execution without compromising compliance requirements.

Education

Bachelor of Arts - Psychology And Sociology

University Of Nairobi
Nairobi
12.2014

Skills

  • Staff training/development

  • Risk management

  • Staff Management

  • Employee relations and conflict resolution

  • Performance Evaluations

Operational management

Sales and marketing strategies

Timeline

REGIONAL MANAGER

Micromart Africa
02.2024 - Current

OPERATIONS MANAGER

Legit Micro Enterprise
04.2022 - 02.2024

CALL CENTRE AGENT ; CALL CENTRE SUPERVISOR

Watu Africa
06.2019 - 03.2022

BRANCH MANAGER

Fadhili Micro Enterprise
01.2018 - 06.2019

BUSINESS RELATIONSHIP OFFICER

Fadhili Micro Enterprise
05.2016 - 01.2018

Bachelor of Arts - Psychology And Sociology

University Of Nairobi

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