Mbago Joanes Okech
Estates Officer - British High Commission
Nairobi, Nairobi Province
Summary
I am a highly dedicated and motivated professional with over 9 years of experience working with diverse organizations. My passion lies in creating positive improvements in workplace systems through progressive planning and systematic processes. I thrive in environments that require innovative problem-solving, hands-on activity design, and implementing effective solutions. Over the years, I have successfully managed quality services and led teams to deliver exceptional results, ensuring that individuals and organizations achieve their full potential.
I take pride in my ability to prioritize assignments, make sound decisions, and maintain accuracy and consistency in all areas of work. My leadership style emphasizes collaboration, reliability, and adaptability to changing needs. With expertise in property upkeep, preventive maintenance, repair coordination, budget management, and safety compliance, I am known for delivering results under pressure while fostering a safe and efficient work environment.
Overview
10
10
years of professional experience
3
3
Certifications
Work History
Estates Officer
British High Commission
07.2023 - Current
- Requisitioning for goods and services; Receiving and payment when Deputy Estates Manager is on leave and during periods of peak volume
- Update the Estates Budget Holder on all purchases and changes in volumes, delivery dates to ensure financial compliance on forecasting
- Ensure compliance with procurement best practice using the government procurement card on small purchases. Responsible for reconciling and correct charging instructions within policy.
- Support the Estates Manager in preparation for the Medium Term Financial Planning exercise using prior year actual spends to profile future requirements.
- Ensure timely reconciliations and payment of goods and services through preparation of requisitions, or distribution sets for the Global Transaction Processing Centre in Manila. Distribution sets and payment up loaders to be reviewed monthly to reflect any changes in charging instructions.
- Arrange for monthly meter reading for utility companies of all BHC properties
- Maintain property files with up to date lease agreements and inventory records. Collaborate with the Furnishings Supervisor to ensure inventory records are updated and readily available.
- Update Pyramid (internal property management software) with any changes in inventory records, property compliance records, and utility usage.
- Ensure property compliance is upheld through timely returns to headquarters in London from Pyramid.
- Line Management of seven S3 Furnishings Assistants.
- Ensure they have regular one-to-one meetings, have SMART objectives, strong Learning & Development plans. Support their work and career development within the High Commission
- Monitor Estates Compliance on the internal Customer Service Help Desk service requests. Monitor our delivery against set time frames and update clients of any changes or delays in services
- Support the Health and Safety Officer in complete self-assessment checks on property compliance works
- Support the Health and Safety Office on filing and record keeping to ensure documentation is available for audit checks.
Furnishings Supervisor
British High Commission
04.2018 - 06.2023
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
Customer Relations Officer
Nextgen Furnished and Serviced Apartment
05.2016 - 12.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Education
Chain Supply And Logistics
Technical University of Kenya
Nairobi 04.2001 -
Diploma - International Freight Management
Dima College
01.2017
Kenya Certificate of Secondary Education - undefined
Kanyasrega Nyokal Secondary School
01.2014
Skills
Communication Skills: Excellent communicator with the ability to convey information clearly both verbally and in writing Skilled in active listening and providing prompt, constructive feedback
Certification
Jan 2015 - April 2015: Computer applications, Starnet College
Interests
Reading, Socializing, Travelling
Accomplishments
- Achievement:
- I have managed to keep the estates records and filing to the best and audit processes is made easy.
- I have engaged the estates team in general for a better team work and result delivery.
- I have acted as a link between estates and customer service in terms of passing information.
- I have won an award for record keeping and proper documentation and filing that passed audit process.
- Collaborated with team of of ten in the preparation and renovation of properties finishing always 3 days ahead of time.
References
Joy Kajuju Estates Mnager, Joy.Kajuju@fco.gov.uk, +254715224915, British High Commission
- Maurice, Oracha, Managing Director, jamalo94@yahoo.com, +254722330670, Nextgen Furnished and Serviced Apartment
- Willis, Kabasa, Director of studies, williskabasa@gmail.com, +254722154864, Dima College
Hobbies
My personal interests in environmental sustainability, travel, and culinary exploration have strengthened key professional attributes such as adaptability, cultural awareness, and creativity. Being an environmental enthusiast reflects my commitment to responsible practices and long-term thinking, qualities that align with organizational sustainability goals. Traveling and experiencing diverse cuisines have enhanced my openness to new ideas and ability to connect with people from different backgrounds, fostering strong interpersonal and communication skills. These experiences, combined with my passion for building rapport, enable me to create positive relationships and collaborate effectively in multicultural work environments.
Timeline
Estates Officer
British High Commission
07.2023 - Current
Furnishings Supervisor
British High Commission
04.2018 - 06.2023
Customer Relations Officer
Nextgen Furnished and Serviced Apartment
05.2016 - 12.2018
Chain Supply And Logistics
Technical University of Kenya
04.2001 -
Diploma - International Freight Management
Dima College
Kenya Certificate of Secondary Education - undefined
Kanyasrega Nyokal Secondary School