RUTH NJOROGE
Nairobi
Summary
PROFESSIONAL SUMMARY
Dedicated worker with expertise in policy and procedure administration, recruitment and hiring practices, and employee retention. Familiar with basic HR principles and practices of payroll and personnel recordkeeping. Skilled at collaborating with others to find amicable solutions to multi- faceted issues. Able to build bridges within the organization to improve communication and job satisfaction. Budget-conscious manager with good business sense. Works well independently to handle assignments and always ready to go beyond basics assignments. Quick learner with good computer abilities.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Airbnb Host
Maluhia Halelaa
Naivasha
11.2018 - Current
- Customized homes in accordance with luxury and quality standards, continuously surpassing guest expectations.
- Accommodated last minute requests to address needs of guests, achieving top guest satisfaction and repeat business.
- Optimized guest experience by inspecting properties prior to guest stays, coordinating repairs, and upgrades.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Oversaw day-to-day operations of 3 housekeeping staff and 2 maintenance employees.
Human Resources Manager
Tracom Services Limited
Nairobi
08.2017 - 05.2018
- Directed recruitment effort for exempt and non-exempt personnel, students and temporary employees
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
- Maintained department records and updated files with current employee information
- Administered HR organizational policies and procedures to support business needs
- Maintained regular schedule of onboarding classes, one-on-one meetings, and transitional hand-offs to supervisors.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Recommended policy and training changes to keep employees current with new strategies and requirements
- Identified training requirements for existing employees and organized various training sessions, workshops and other activities
- Introduced new hires and conducted induction training sessions explaining HR policies, procedures, laws, rules, regulations and standards
- Collaborated with both manager and employees to handle questions and resolve work-related issues
- Assisted leadership in streamlining all HR functions, analyzing and developing compensation structures, evaluating pay practices and streamlining payroll process.
- Assessed onboarding systems against company needs and made improvements at level of company, department and job type to align with needs.
- Collaborated with over 50 staff members and management to facilitate department-specific onboarding.
- Developed and updated onboarding materials, keeping pace with changes to market place and company.
- Conducted performance reviews and provided feedback to managers on employee performance.
Management Officer
Tracom Services Limited
Nairobi
08.2017 - 05.2018
- Resolved problems, provided open communication and recommended discipline and terminations
- Set forward-thinking policies to meet business needs and boost team success
- Recommended and implemented procedural changes to enhance services for customers
- Oversaw daily operations with practiced eye, focusing on efficiency, team collaboration and process improvements
- Managed daily operations and monitored activities to guarantee compliance with SOPs and safety regulations
- Supported HR initiatives by connecting with employees and actioning staff feedback
- Optimized business performance with consistent data tracking and analysis of ongoing operations
- Collaborated with 2 finance personnel to foster streamlined accounts payable, accounts receivable and payroll processes
- Monitored and controlled department budget to grow revenue and contain expenses
- Increased employee job satisfaction with hands-on, motivational approach.
- Supervised, directed and evaluated assigned staff members and newly hired staff
Help Desk Manager
Tracom Services Limited
Nairobi
08.2014 - 01.2017
- Documented processes to support infrastructure migration and use, and maintain nonstop operations
- Developed workflows, forms, and processes for resolving queried problems
- Lent technical resources to support nonstop IT deployments
- Supervised technical support team effectively serving over 5 clients.,
- Consulted with technicians, users and management to assess computing needs and system requirements
- Managed IT team workflows and established priorities, effectively maintaining schedules and consistently meeting objectives
- Hired and trained well-qualified, tech-savvy staff to keep department efficient and successful
- Organized routine maintenance to keep computer systems performing effectively and secured against unauthorized access
- Handled team disciplinary actions and implemented motivational strategies to increase overall performance and work quality.
Operations Manager
Tracom Services Limited
Nairobi
02.2014 - 01.2017
- Monitored processes, identified gaps, and resolved operational issues to correct organizational deficiencies
- Provided daily direction for operations staff based on current priorities
- Established staff objectives, monitor performance, and coached individuals to achieve strong results
- Collaborated with senior management to develop KPIs, build operating dashboards and monitor performance
- Established new customer relationships to generate more business and enhance profitability
- Supervised daily operations by recommending improvements, noting areas for concern, and rewarding exceptional results
- Anticipated operational needs for cost-effective labor scheduling
- Proposed and implemented operational changes with minimal disruption
- Developed employee strengths to improve engagement and remain competitive
- Taught employees to problem-solve independently and meet targets through successful training programs
- Managed team of 8 employees with record of accomplishment in achieving operational goals
- Received and resolved escalated incidents and complaints following company procedure
- Revamped systems, processes, and training programs to reverse underperforming office metrics
- Used forecasting data to prepare daily work assignments, delegate tasks, and expertly meet business demands.
Key Accounts Manager
Moras Group
Nairobi
03.2013 - 01.2014
- Cultivated and maintained strong business relationships with new and existing accounts
- Managed, reviewed and delivered client solutions for different needs
- Promoted adherence to client requirements and implemented strategies to mitigate delays
- Arranged merchandise displays, focusing on item accessibility and aesthetic appeal
- Arranged creative displays to attract incoming customers and spike curiosity
- Handled customer complaints following company procedure
- Liaised with 10 customers in person, online and by phone per day.
Education
Bachelor of Arts - Business Studies
Maseno University
Maseno, Kenya 09.2008 - 12.2013
Skills
Training and developmentundefined
Accomplishments
Trainings & Workshops
- April 2021 - May 2021: Oregon DHS – Ensuring Quality Care Essentials
- May 2021 - June 2021: Oregon DHS – Ensuring Quality Care AFH Administration
- March 2020 – September 2021:Yale (Coursera) - Introduction to Psychology
- July 2016: IHRM - Performance Management Seminar
- August 2015: KIM - Leadership Management
- August 2015: KIM - Leadership Development Programme
Volunteer/Consultation Services
Volunteer work
November 2019 - To date: Event Coordinator - Voice of God Recordings, Kenya
- Generating Ideas for events
- Managing logistics and event venues
- On the day management
- Post event communication & analysis
Consultation
December 2018: Team Building Intervention - Pins to Planes Group
- Taught the need for trust within the teams for cohesion in decision making and proactive listening
- Worked with the team to learn from each other and develop new skills
- Emphasized on communication to increase productivity.
June 2021 - July 2021: Naivas (Marketing Department)
- Worked together to create SOPs (Standard Operating Procedures) for the department.
- Established integration of the SOPs to the organizations structure.
- Created processes, reporting structures and procedures for the department.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Airbnb Host
Maluhia Halelaa
11.2018 - Current
Human Resources Manager
Tracom Services Limited
08.2017 - 05.2018
Management Officer
Tracom Services Limited
08.2017 - 05.2018
Help Desk Manager
Tracom Services Limited
08.2014 - 01.2017
Operations Manager
Tracom Services Limited
02.2014 - 01.2017
Key Accounts Manager
Moras Group
03.2013 - 01.2014
Bachelor of Arts - Business Studies
Maseno University
09.2008 - 12.2013
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