SHAMILLA YUSUF
OPERATIONS MANAGER
NAIROBI,30
Summary
Dedicated Operations Manager with experience in achieving tangible results
and cross-team collaboration. Proactive and excited to partner with like-minded
individuals to achieve goals.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Operations Manager
DAMAO SOLUTIONS LIMITED
NAIROBI, Kenya
08.2020 - Current
- Streamlined operations to consistently deliver on monthly targets of 4,000,000
- Trained 13 employees on optimal processes and use of equipment to boosting department productivity.
- Oversaw monthly budget of 2,000,000 , accounting and payroll to meet deadlines.
- Exceeded team goals by partnering with 13 staff members to share and implement customer service initiatives
- Provided organizational leadership and established business vision to achieve sales, profit and revenue goals of 20 million yearly
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals
- Hired and evaluated 36 associates and management staff to add to workforce and meet day to day demands
- Analyzed strategic, core and support processes to recommend improvements
- Provided leadership to develop business plans and promote organizational vision
- Implemented operational strategies to build customer loyalty and retention.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Handled staff training initiatives aimed at up-skilling workforce to meet dynamic industry demands.
- Raised property accuracy and accountability by creating new automated tracking method.
- Developed and implemented strategies to maximize customer satisfaction.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reduced budgetary expenditures by 14% by effectively negotiating contracts for more advantageous terms.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
Assistant Operations Manager
SHAMKINA COMMUNICATIONS
Kitengela, Kenya
08.2018 - 07.2020
- Generated 2 monthly reports to communicate targets and ensure activities were on track to meeting goals
- Assisted Operations Manager with all tasks, errands and priorities as requested within deadlines
- Managed all operation issues, malfunctions and faults, using excellent problem- solving abilities to resolve matters promptly
- Ensured employees continued to work smoothly, efficiently and effectively by closely regulating operations, making changes where necessary
- Held 1 weekly meetings to communicate tasks, delicate priorities to 33 staff members and agree on goals
- Closely monitored and supervised operations team, ensuring operational excellence and outstanding customer service
- Designed and held 3 yearly training sessions for staff based on operation updates and improvements required
- Managed hiring process by reviewing CVs, shortlisting, hiring and onboarding of 19 staff members
- Supported upper management decisions with data-driven insights based on thorough analysis of relevant metrics
- Collaborated with cross-functional teams to identify areas of improvement and implement solutions for optimal performance
- Reduced budgetary expenditures by 7% through effective negotiating contracts for more advantageous terms
Customer Service Manager
KEMNET TECHNOLOGIES
Athi River, Kenya
03.2016 - 05.2018
- Improved service quality and increased sales by 30% by developing strong knowledge of company's products and services
- Communicated regularly with 58 team members to maintain clearly defined expectations
- Managed all client inquires through resolution to enhance customer satisfaction ratings
- Managed department schedules to maximize coverage during peak hours
- Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions
- Set and monitored SLAs and KPIs to achieve department targets
- Mentored 7 junior team members on methods on industry best practices for outstanding service and retention
- Coached over 40 staff on operating procedures to maintain quality services
- Audited work and customer service processes to identify improvement areas
- Developed and implemented standards and procedures to guide staff activities.
Education
Master of Business Administration: MBA - STRATEGIC MANAGEMENT
KENYATTA UNIVERSITY
NAIROBI, KENYA 09.2023 - Current
Bachelor of Arts: B.A COUNSELING - PSYCHOLOGY
KENYATTA UNIVESITY
KIAMBU COUNTY 09.2012 - 01.2017
Skills
SKILLSLogistics managementPerformance ManagementInventory controlProcedure developmentSystems implementationProcess improvement strategiesMaintenance planningLean manufacturing and designInventory managementProduct inspectionsContinuous improvementsStaff managementProcess ImprovementStaff retention
Timeline
Master of Business Administration: MBA - STRATEGIC MANAGEMENT
KENYATTA UNIVERSITY
09.2023 - Current
Operations Manager
DAMAO SOLUTIONS LIMITED
08.2020 - Current
Assistant Operations Manager
SHAMKINA COMMUNICATIONS
08.2018 - 07.2020
Customer Service Manager
KEMNET TECHNOLOGIES
03.2016 - 05.2018
Bachelor of Arts: B.A COUNSELING - PSYCHOLOGY
KENYATTA UNIVESITY
09.2012 - 01.2017