Community development / Charity
NANCY MUTINDI MATATA
EXECUTIVE PERSONAL ASSISTANT/ OPERATIONS MANAGER
Nairobi
Summary
I'm a goal- oriented and enthusiastic individual who leads friendly and efficient service needs. Focused to deliver high levels of customer satisfaction and exceed company goals. Focused on boasting a solid work ethic and striven on obtaining the most relevant qualifications from accredited institutions. Having worked in an IT Company, hotel industry, Law firm, Real estate Company and an Advertising company am familiar with the basic concepts of customer relations, customer satisfaction, team work and professional work discipline. A positive driven individual with a desire to encounter a firm which will help further-hone skills within a healthy and productive environment.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
Work History
Operations /Customer Experience Manager
We Do Company Limited
Westlands
05.2022 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Developed new employees and on-going performance assessment of current employees.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Established performance and service goals and held associates accountable for individual performance.
- Maintained client files with sales contracts, records of client interactions, client notes and other information.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Built relationships with over 400 customers and community to establish long-term business growth.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Personal Assistant / Executive Assistant
Adanian Labs Africa
Nairobi
06.2021 - 03.2022
- Organizing and planning supplies and/or services for meetings called by CEO's
- Collaborating with Finance and Accounting manager to organize for all immigration matters for international staff, Investors and visitors on work permits, re-entry passes, IDs, passports, yellow fever cards etc.
- Informed vendors and contractors of client project requirements to foster client satisfaction.
- Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.
- Documented and distributed meeting notes to identify, analyze and improve workflows
- Arranged domestic and international travel plans and itineraries
- Provided multifaceted services to professionals by managing mail, scheduling appointments and other administrative tasks
- Responded to emails and other correspondence to facilitate communication and enhance business processes
- Oversaw personal and professional calendars and coordinated appointments for future events
- Answered about 30 phone calls daily and addressed customer questions and concerns to promote satisfaction and continued business
- Coordinated international and domestic travel logistics including flight itineraries, hotel reservations and car services
- Communicated with internal departments, vendors and contractors to discuss schedules, project requirements and upcoming appointments
- Served as point of contact between clients and managerial staff
Project Manager
Adanian Labs
10.2021 - 03.2022
- Managed about 60 interns
- Implemented training manual for interns
- Assisted in shortlisting interns and onboarding them to different departments
- Implemented KYCs for every intern and analyzing it
- Ensured Interns attend full training and mentors do training
- Supported product project managers in managing schedules and milestones; ensuring that weekly project statuses as received from team members
- Documented resourcing needs, availability and commitments
- Finding trainers for different mentorship topics
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Updated operational methods and oversaw accounting procedures for improved efficiency
- Developed and initiated projects, managed costs and monitored performance
Executive Assistant / Personal Assistant
Sajaji Technology
03.2020 - 04.2021
- Providing high level of administrative support to
- Executive and department(s) in a variety of settings
- Acting as liaison between Executive and Department(s)
- Maintaining multiple calendars, schedules meetings and resolves calendar conflicts for Executive and others as requested
- Strong calendar management with ability to make organized decisions about scheduling meetings, resolving calendar conflicts, working in conjunction with multiple calendars, proper time zones and documentation within calendars
- Ensuring Professionalism at highest level regarding all communications with internal associates and external clients
- Completing organization of all meetings, special events and luncheons, including reserving conference rooms; technical support, arranging for catering, special events, and working luncheons
- Completes and maintains meeting minutes and action items as requested
- Completing registrations to attend conferences, and presentations for Executive and department(s) as requested
- Handling of all details relating to conferences or off-site meetings
- Organizing and analyzing information; cross- check and validate information for accuracy
- Preparing all PowerPoint presentations and any other documents needed for conferences and meetings
- Obtaining flight options, books flights, hotel, registrations, car rental, shuttle service, car service, and preparation of travel file to include all details of travel, locations, and times of meetings, directions and maps, as well as discussion materials
- Ability to professionally negotiate discounted rates with hotels when appropriate
- Handling all company-related expenses in a timely manner to ensure proper reimbursement
- Planning and coordinating all company events.
Food and Beverage Supervisor
Phakalane Hotel
01.2018 - 07.2019
- Writing duty Rota's
- Training over 40 staff
- Following disciplinary procedures
- Writing table plans
- Manage and control performance of departments
- Ensuring all food met hygienic standards
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance
- Planned operations to effectively cover needs while controlling costs and maximizing service
- Identified team weak points and implemented corrective actions to resolve concerns
- Worked with qualified chef to diversify menu with new offerings.
Sales Executive
Hopeland Design And Advertising Company
Nairobi
04.2018 - 07.2018
- Maintaining relationships with clients by providing support, information and guidance of products
- Prepared report by collecting, analyzing and summarizing information
- Made cost calculations and providing customers with quotations
- Contributing to team effort by accomplishing related results as needed
- Represented at trade exhibitions, events and demonstrations
- Analyzed past sales data and team performance to develop realistic sales goals
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Maintained detailed records of sales progress, inventories and marketing success to better align goals with company priorities.
Administration Manager
Joe Musyoki Consultants Limited
01.2017 - 07.2017
- Serve as the point for maintenance, mailing, supplies, equipment, bills and errands
- Filing and maintaining records
- Ensuring office equipment is handled well
- Providing administrative support
- Attending inquiries and visitors
- Maintaining telecommunication
- Manage office budge, ensure accurate and timely reporting
- Maintaining office accounts and payments of salaries.
Secretary / Personal Assistant
Kilonzo and Company Advocates
01.2016 - 02.2017
- Providing administrative support
- Attending inquiries and visitors
- Maintaining telecommunication
- Office management
- Preparing itineraries for the boss
- Ensuring office equipment is handled well
- Typewriting correspondences from Dictaphone
- Updating Senator's diary
- Providing secretarial support
- Taking minutes in meetings
- Coordinating Senator's Offices in the County
- Filing and maintaining records
- Booking appointments
Customer Care Trainee
Kenya Airport Authority
01.2003 - 12.2015
- Department attached to Customer care, Information desk, Information transfers, Control room, Check-in and check –out hall, Domestic departures and arrivals and VIP lounges
- Communicated with over 100 customers daily
- Updated flight information on FIDS
- Inspected facilities and cleanliness
- Facilitated passenger's arrival and departure procedures
- Complaint handling
- Facilitated school visits
- Made flight announcements
- Facilitated passengers on transit
- Giving reports about flights
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Trainee
Safari Park Hotel and Casino
10.2012 - 12.2012
- Shadowed senior team members to learn all related jobs
- Increased training efficiency by working closely with supervisor and coworkers, asking questions, and giving honest, detailed feedback
- Gained understanding of hotel procedures by closely monitoring operations and serving processes
- Assisted with departmental tasks to increase understanding of hotel industry processes
- Maintained high levels of efficiency during training by taking detailed notes and asking questions.
Education
Bachelor Degree - Travel And Tourism Management
University of Nairobi
Nairobi 01.2013 - 12.2016
Diploma - Hotel and Tourism Management
Presbyterian University of East Africa
Hospitality Management 01.2011 - 05.2012
Skills
Managerial experience
Customer experience management
Operations understanding
Employee hiring and retention
Schedule Management
Relationship/team building
Operations support
Travel coordination
Administrative support
Personal training and coaching
Strong problem solver
Advanced MS Office Suite
Staff Management
Relationship building and retention
Special events planning
Interests
Brand Influencer
Women Empowerment
Mentorship
Acting / Show hosting
Timeline
Operations /Customer Experience Manager
We Do Company Limited
05.2022 - Current
Project Manager
Adanian Labs
10.2021 - 03.2022
Personal Assistant / Executive Assistant
Adanian Labs Africa
06.2021 - 03.2022
Executive Assistant / Personal Assistant
Sajaji Technology
03.2020 - 04.2021
Sales Executive
Hopeland Design And Advertising Company
04.2018 - 07.2018
Food and Beverage Supervisor
Phakalane Hotel
01.2018 - 07.2019
Administration Manager
Joe Musyoki Consultants Limited
01.2017 - 07.2017
Secretary / Personal Assistant
Kilonzo and Company Advocates
01.2016 - 02.2017
Bachelor Degree - Travel And Tourism Management
University of Nairobi
01.2013 - 12.2016
Trainee
Safari Park Hotel and Casino
10.2012 - 12.2012
Diploma - Hotel and Tourism Management
Presbyterian University of East Africa
01.2011 - 05.2012
Customer Care Trainee
Kenya Airport Authority
01.2003 - 12.2015