Hi, I’m
Mercy Ndwiga
Operation Specialist
Nairobi, Nairobi Province,30
Summary
Dynamic Operations Specialist with a proven track record at Multichoice, adept at optimizing workflows and enhancing team performance. Skilled in data analysis and vendor management, I successfully implemented retention strategies that significantly improved customer loyalty. Passionate about staff training and cross-departmental collaboration, I drive continuous improvement and operational excellence.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Creative Operations Specialist skillful in executing effective operating rhythms and management systems structures. Expertise in analyzing, articulating and solving various problems. Analytical and organized professional comfortable working independently or as part of team.
Overview
19
years of professional experience
Work History
Multichoice
Operations Specialist
04.2023 - Current
Job overview
- Streamlined operational workflows by implementing process improvements, enhancing overall efficiency and productivity across the team.
- Coordinated cross-departmental initiatives to align objectives, resulting in improved communication and project execution.
- Developed training materials and led workshops to enhance staff capabilities, fostering a culture of continuous improvement.
- Analyzed operational data to identify trends and inform strategic decisions, leading to optimized resource allocation.
- Managed vendor relationships and negotiated contracts, ensuring service quality and cost-effectiveness for operational needs.
- Assisted in developing and maintaining operational policies, contributing to compliance and risk management initiatives.
- Provided support in the implementation of new systems, facilitating smoother transitions and user adoption among staff.
Multichoice
Customer Value Associate
04.2020 - 04.2023
Job overview
- Developed and implemented customer engagement strategies that enhanced client relationships and improved retention rates.
- Analyzed customer feedback to identify service gaps, leading to improved operational efficiencies and enhanced user experience.
- Collaborated with cross-functional teams to streamline processes, resulting in faster resolution of customer inquiries and increased satisfaction.
- Conducted training sessions for new associates, fostering a collaborative environment and enhancing team performance in customer service.
- Utilized CRM systems to track customer interactions, improving data accuracy and supporting strategic decision-making processes.
- Championed initiatives to improve service delivery, significantly enhancing customer experience and contributing to overall brand loyalty.
- Assisted in the development of communication guidelines, ensuring consistency and clarity in customer interactions across all channels.
Multichoice
Retention Coordinator
08.2015 - 04.2020
Job overview
- Developed and implemented targeted retention strategies, resulting in increased customer loyalty and reduced churn rates.
- Analyzed customer feedback and behavior data to identify trends, enhancing personalization in retention campaigns.
- Collaborated with cross-functional teams to design and launch retention programs, improving overall customer engagement metrics.
- Managed customer communication channels, ensuring timely responses and fostering strong relationships with key accounts.
- Conducted regular training sessions for team members on best practices in customer retention and engagement strategies.
- Created detailed reports on retention metrics, utilizing data to inform decision-making and optimize marketing initiatives.
- Led initiatives to streamline customer onboarding processes, resulting in a smoother transition and higher satisfaction rates.
Multichoice
Customer Service Representative
11.2012 - 08.2015
Job overview
- Delivered exceptional customer support by resolving inquiries efficiently, enhancing customer satisfaction and loyalty.
- Managed escalated customer issues by implementing effective solutions, resulting in improved service delivery and reduced complaints.
- Trained and mentored new team members on best practices, fostering a collaborative environment and accelerating onboarding processes.
- Utilized CRM software to track customer interactions, ensuring accurate record-keeping and streamlined communication across teams.
- Developed and maintained strong relationships with customers, leading to increased retention and positive brand perception.
- Collaborated with cross-functional teams to implement process improvements, driving efficiency and effectiveness in service delivery.
- Analyzed customer feedback and identified trends, contributing to product improvements and enhanced service offerings.
Denfam Sounds
Office Manager
03.2010 - 11.2012
Job overview
- Coordinated office operations by implementing streamlined processes, enhancing overall efficiency and staff productivity.
- Oversaw inventory management and supply ordering, ensuring essential resources were consistently available for daily operations.
- Managed scheduling and communications, fostering a collaborative environment that improved team engagement and project outcomes.
- Developed and maintained office policies and procedures, resulting in improved compliance with company standards and regulations.
- Led training initiatives for new employees, enhancing their onboarding experience and accelerating their integration into the team.
- Implemented a digital filing system, increasing document retrieval speed and reducing physical storage requirements.
Sarova Stanley
Internship – Sarova Stanley
10.2009 - 12.2009
Job overview
- Assisted with daily operational tasks, ensuring seamless service delivery and enhancing guest satisfaction through attentive support.
- Maintained clear communication with departments, facilitating coordination and creating a cohesive work environment focused on efficiency.
- Trained in all hotel departments
Merica Hotel
Internship – Merica Hotel
01.2007 - 04.2007
Job overview
- Assisted in managing front desk operations, ensuring a seamless guest check-in and check-out experience.
- Collaborated with housekeeping staff to maintain high cleanliness standards across all hotel areas.
- Supported event coordination by preparing meeting rooms and ensuring all equipment was functional.
- Monitored inventory levels for supplies, facilitating timely orders to maintain operational efficiency.
Education
Thika Institute of Technology/Mt Kenya UniversityThika, Nairobi Province, Kenya
Diploma from Hospitality
04.2001
A.C.K Language And Orientation SchoolNairobi, Nairobi Province, Kenya
Certificate from Basic Computer Skills And Beginner German Language
04.2001
St Annes High SchoolEmbu
High School Diploma
04.2001
Skills
Operational workflow optimization
Timeline
Operations Specialist
Multichoice
04.2023 - Current
Customer Value Associate
Multichoice
04.2020 - 04.2023
Retention Coordinator
Multichoice
08.2015 - 04.2020
Customer Service Representative
Multichoice
11.2012 - 08.2015
Office Manager
Denfam Sounds
03.2010 - 11.2012
Internship – Sarova Stanley
Sarova Stanley
10.2009 - 12.2009
Internship – Merica Hotel
Merica Hotel
01.2007 - 04.2007
Thika Institute of Technology/Mt Kenya University
Diploma from Hospitality
04.2001
A.C.K Language And Orientation School
Certificate from Basic Computer Skills And Beginner German Language
04.2001
St Annes High School
High School Diploma
04.2001