ROSEMARY WAIRIMA MBUTHIA

• Working with Sales and Marketing departments to facilitate communication and deliver personalized solutions to customers.
• Developing strategic company plans and initiatives.
• Liaising with human resource department to resolve employee conflicts and concerns in need of escalation.
• Coordinating team schedules to keep shifts properly staffed during busy periods.
• Rendering on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns.
• Identifying and managing service risks within company, recommending best practice enhancements and guidelines updates.
• Designed onboarding process for new personnel, expediting full operational competency through standardized curricula.
• Conduct customer service workshops and presentations
• Monitor and measure client satisfaction and develop surveys and capture client information
• Create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement
• Resolve complex client problems or disputes in a professional manner
• Work closely with GM and management team to set and/or implement policies, procedures, and systems and to follow through with implementation
• Manage relationships with key operations vendors
• Track vendor pricing, rebates, and service levels
• Maintain safe and healthy work environment by establishing, following, and enforcing standards and procedures, complying with legal regulations
• Analyze process workflow, employee and space requirements and equipment layout; implement changes
• Assist in developing or updating standard operating procedures for all business operational activities
• Assist in employee appraisals, promotions, compensation, and termination based on the performance review
• Maintain accurate records and document all customer service activities and discussions
• Coach and support team members to help them meet departmental goals
• Administrative Roles
• Develop effective communication platforms for clients and staff
• Plan, schedule, and facilitate meetings and conference calls
• Ensure meetings run smoothly and effectively by managing calendar invites and conference call details, organizing meeting logistics, preparing any needed materials, taking minutes and actions as requested, and coordinating follow-up
• Management of the office assets and inventory
• Oversee operations and logistics of the Nairobi office physical spaces including maintenance of the training rooms, kitchens, lighting, recycling, and general workspaces
• Procure, maintain, and organize all office space supplies to meet work demands of Kenya offices staff in an environmentally green way
• Management the office stores by receiving and issuing Office supplies for all relevant offices
• Coordination and supervision of stores physical stock take at least once a year
• Monitoring and supervision of office maintenance and maintenance of office equipment
• Responsible for organizing bids in collaboration with the accounts department for office services
• Review of policies, and processes across the organization to improve operational performance
• Safeguard adherence to operational policies of the organization
• Designing country policies, project proposals, security plans, emergency preparation plans
• Improved operation procedure between IT provider and end-users.
• Supported business management projects by monitoring and tracking risks, issues and action items.
• Set up and negotiated contracts to obtain favorable pricing and delivery structures.
• Created expense reports, budgets and filing systems for management team.

• Develop and manage client portfolios and mediate between clients and the organization
• Analyze customer data to improve customer experience
• Hold product demonstrations for customers and improve onboarding processes
• Aid in product design and product development and minimize customer churn
• Communicate job expectations; planning, monitoring, appraising, and reviewing job contributions
• Contribute operations information and recommendations to strategic plans and reviews
• Analyze process workflow, employee and space requirements and equipment layout
• Identification of providers, implementation, and reports on special logistics operations.
• Prepared variety of different written communications, reports and documents.
• Drove operational improvements which resulted in savings and improved profit margins.
• Delivered services to customer locations within specific timeframes.
• Created plans and communicated deadlines to complete projects on time.
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
• Saved $2500 by implementing cost-saving initiatives that addressed long-standing problems.

• Build sustainable relationships and engage customers by taking the extra mile
• Improves quality service by recommending improved processes, identifying new product and service applications
• Collaborate with the sales team to develop efficient methods for handling issues with larger revenue customers
• Work on special short-term projects to offer customized support for new products
• Monitor the customer satisfaction levels and develop methods for increasing them
• Communicate with carriers regarding service levels.
• Streamlined office operations by computerizing activities, managing customer communications, scheduling payments and tracking records and documents.
• Submitted quote requests to suppliers to determine best rates for organization.
• Created plan to streamline onboarding and operational support for clients.
• Communicated with internal personnel to provide status updates for both shipping and receiving dates.
• Collaborated with peers and other business areas to leverage best practices.
• Monitored progress of variety of projects to resolve issues that arose.
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Completed daily logs for management review.
• Collaborated with vendors to orchestrate efficient shipments of products to more than 100 weekly customers.

• Used coordination and planning skills to achieve results according to schedule.
• Conducted research, gathered information from multiple sources and presented results.
• Maintained energy and enthusiasm in fast-paced environment.
• Actively listened to customers, handled concerns quickly and escalated major issues to Manager.
• Received and processed stock into inventory management system.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Drove operational improvements which resulted in savings and improved profit margins.
• Learned new skills and applied to daily tasks to improve efficiency and productivity.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Resolved problems, improved operations and provided exceptional service.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Monitored company inventory to keep stock levels and databases updated.

• Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
• Handling petty cash, reconciliation of cash collections and banking, offering cashier functions
• Ensure the safety of the passengers within the airline premises
• Book travel arrangements and order office supplies
• Provide the front office and administrative staff with support (e.g., filing, emailing and data entry)
• Scheduling and coordinating meetings, appointments, and travel arrangements
• Recording minutes of meetings and helming the reception desk when necessary
• Strictly adhering to office policies and procedures, especially regarding confidentiality.
• Communicated with clients regarding account services, statements, and balances.
• Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
• Provided primary customer support to internal and external customers.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Entered customer information into customized computer system with Amadeus to document and organize client records.
• Adapted to new applications and maintained knowledge of current technologies.
• Facilitated communications through management of inbound and outbound customer calls.
• Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
• Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.

Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.

Exceeded goals through effective task prioritization and great work ethic.

· Welcome and attending to all travelers/guests and answer the front office telephone.

· Handling customer complaints at the counters.

· Handling petty cash, reconciliation of cash collections and banking, offering cashier functions.

· Ensure the safety of the passengers within the airline premises.

· Book travel arrangements and order office supplies.

· Provide the front office and administrative staff with support (e.g., filing, emailing and data entry)

· Maintain client files and add new information as it becomes available.

· Providing administrative and clerical support (mailing, scanning, faxing, copying, filing).