PAULINE MWENDE
Nairobi,Kenya
Summary
Results-oriented Operations Manager with 6 years of experience in hospitality, retail, and fitness management. Specializes in team leadership, operational oversight, and client relationship management. Delivered improvements in efficiency and sales while upholding high service standards. Ready to leverage management skills to drive success in a forward-thinking organization.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Operations Manager
Boost Fitness
03.2025 - Current
- Spearheaded strategies that resulted in over Ksh 3 million increase in sales revenue over a set period by enhancing membership retention and client satisfaction.
- Led initiatives that improved member engagement, increasing both new sign-ups and long-term memberships.
- Managed daily operations through team supervision and inventory management, ensuring optimal equipment maintenance and cleanliness.
- Oversaw daily gym operations, ensuring smooth activity flow and high cleanliness standards, enhancing the gym's appeal to clients.
- Developed and implemented training programs for staff to enhance service quality and operational efficiency.
- Compiled and submitted comprehensive reports on sales, membership performance, and operational efficiency to inform senior management decisions.
FOH Manager
Westgate Exclusive Gym
09.2024 - 03.2025
- Oversaw front-of-house operations, facilitating client check-ins, membership administration, and delivery of exceptional customer service.
- Executed regular stock takes, ensuring inventory accuracy by reconciling system records and resolving discrepancies.
- Ensured that daily sales were tracked and aligned with system records, creating reports for upper management.
- Delivered regular performance reports, including sales data, client feedback, and operational improvements.
- Compiled performance reports detailing sales data, client feedback, and identified operational improvements for management review.
Bowling Supervisor
Westgate Shopping Mall Limited
11.2022 - 08.2024
- Supervised the daily operations of the bowling alley, ensuring smooth service delivery and safety for all patrons.
- Compiled daily sales reports, ensuring accuracy by promptly addressing discrepancies against system data.
- Managed team of attendants, leading training initiatives to enhance service delivery.
- Prepared and submitted daily operational reports to senior management, tracking performance and customer satisfaction.
- Prepared and submitted daily operational reports to senior management, monitoring performance and customer satisfaction trends.
Bowling Attendant
Westgate Shopping Mall Limited
11.2022 - 08.2024
- Delivered excellent customer service while coordinating events to create memorable experiences for guests.
- Assisted customers with bowling lane reservations and equipment rentals.
- Ensured proper maintenance of bowling lanes to enhance client experience during daily operations.
- Maintained cleanliness and organization of bowling area and surrounding facilities.
- Operated cash register for transaction processing and financial record keeping.
Debt Collector
Hela Systems
08.2021 - 10.2021
- Managed debt recovery process by negotiating payment plans and fostering positive client relationships to enhance collection success.
- Ensured timely collections through proactive client follow-ups and thorough documentation of all communications for accurate record-keeping.
- Facilitated debt collection efforts through regular communication with clients. through phone calls and written correspondence.
- Maintained accurate records of customer interactions and payment agreements.
- Negotiated payment plans with clients to facilitate debt recovery.
Direct Sales Representative
Various Brands under Different Agencies
11.2019 - 05.2021
- Increased market share by building strong client relationships and achieving sales targets.
- Enhanced market share through strong client relationships and consistent achievement of sales targets.
- Delivered training and product knowledge to clients, facilitating successful product adoption and improving customer satisfaction.
Hospitality Trainee
Carnivore Restaurant
01.2017 - 11.2017
- Completed training in hospitality operations, customer service, and event management, enhancing service delivery skills.
- Supported daily operations, facilitating positive dining experiences for guests.
- Assisted in daily restaurant operations to ensure smooth service flow.
- Managed guest seating arrangements to optimize customer experience.
- Collaborated with kitchen staff to fulfill menu orders efficiently.
Education
Precious Blood High-school
Kenya Bachelor of Arts - Business Administration And Management
Kenya Methodist University
Nairobi , Kenya Skills
- Sales and revenue management
- Sales forecasting
- Client relationships
- Customer relationship management
- Business development
- Strategic planning
- Project management
- Staff training
- Performance monitoring
- Problem-solving
- Negotiations
- Communication
Accomplishments
- Sales Revenue Growth at Boost Fitness: Contributed to a revenue increase of over Ksh 3 million through effective sales strategies, increasing membership retention, and improving client satisfaction.
- Operational Efficiency at Boost Fitness: Enhanced the gym's operational efficiency by maintaining a spotless facility, ensuring cleanliness became a central selling point for clients, resulting in positive customer feedback and increased member sign-ups.
- Promotions & Career Growth: Promoted from Bowling Alley Attendant to Bowling Supervisor at Westgate Shopping Mall due to exceptional performance and leadership.
- Exceeding Sales Targets in Various Roles: Consistently met and exceeded sales targets while working with top-tier consumer brands like Unilever, Always, and Huggies, leading to increased brand visibility and market share.
Hobbies and Interests
- Swimming
- Bowling
- Fitness activities
Languages
English
Proficient
C2
Swahili
Proficient
C2
Timeline
Operations Manager
Boost Fitness
03.2025 - Current
FOH Manager
Westgate Exclusive Gym
09.2024 - 03.2025
Bowling Supervisor
Westgate Shopping Mall Limited
11.2022 - 08.2024
Bowling Attendant
Westgate Shopping Mall Limited
11.2022 - 08.2024
Debt Collector
Hela Systems
08.2021 - 10.2021
Direct Sales Representative
Various Brands under Different Agencies
11.2019 - 05.2021
Hospitality Trainee
Carnivore Restaurant
01.2017 - 11.2017
Precious Blood High-school
Bachelor of Arts - Business Administration And Management
Kenya Methodist University