MABEL ADHIAMBO NGESO
Administrative Support Professional
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CONTACT INFORMATION
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Nairobi, Kenya
TECHNICAL SKILLS:
Optimization
Analysis
Forecasting
Inventory Control
Quality Assurance
Document Management
Recruitment
Records Management
Safety Protocols
CRM Systems
KEY COMPETENCIES:
Leadership
Client Management
Coordination
Evaluation
Planning
Problem-solving
Negotiation
Compliance
Communication
Adaptability
KEY SKILLS
Team Development
Operational Efficiency
Client Satisfaction
Fiscal Responsibility
Administrative Support
Client Services Coordination
Report Generation
Recruitment Assistance
HR Policy Implementation
Event Coordination
EXECUTIVE SUMMARY
With over a decade of hands-on experience in operations management and customer experience, I bring a blend of professionalism, expertise, and approachability to every role. I prioritize team work, operational efficiency, client satisfaction, and fiscal responsibility with meticulous attention to detail and a commitment to excellence. My proactive approach fosters a collaborative work environment, ensuring that teams thrive and exceed expectations while maintaining a friendly and supportive demeanor. Past roles have honed my skills in inventory management, customer service, and HR support, enhancing my ability to drive results while cultivating strong professional relationships. With a proven track record of success and a dedication to continuous improvement, I am poised to contribute effectively to any organization's growth and success.
PROFESSIONAL EXPERIENCE
January 2022 –Sep 2024- operations manager| Mabelton Cleaning Services
Team Leadership and Development: Lead, motivate, and develop a team of cleaning staff, conducting regular performance evaluations and providing constructive feedback to enhance team effectiveness, while identifying training needs and opportunities for skill development.
Operations Optimization: Develop and implement operational procedures and protocols to streamline cleaning processes and maximize efficiency, regularly reviewing workflows and resource allocation to identify areas for improvement and cost-saving opportunities and utilizing technology and data analysis to track performance metrics and identify trends for continuous optimization.
Client Relationship Management: Build and maintain strong relationships with clients to understand their needs and expectations, proactively addressing client concerns and requests, ensuring prompt resolution and customer satisfaction, and collaborating with the sales team to identify opportunities for upselling services and expanding client contracts.
Quality Assurance and Compliance: Establish and enforce quality standards for cleaning services to meet industry regulations and client expectations, conducting regular site inspections and audits to ensure adherence to safety protocols, cleanliness standards, and service agreements, and implementing corrective actions and preventive measures to address any deviations from quality standards and ensure compliance.
Budgeting and Resource Management: Develop and manage the operational budget, including forecasting expenses, monitoring costs, and optimizing resource utilization, negotiating contracts with suppliers and vendors to secure favorable terms and pricing for cleaning supplies and equipment, and implementing cost-control measures and initiatives to minimize expenses while maintaining service quality and profitability.
Key Achievements
Implementation of Green Cleaning Initiatives: Spearheaded adoption of eco-friendly practices and products, reducing the company's carbon footprint and enhancing its socially responsible image.
Development of Employee Wellness Programs: Initiated and managed wellness programs for staff, resulting in improved morale, reduced absenteeism, and increased productivity.
EDUCATION
2016: Bachelor’s in commerce - Human Resource Management
Jomo Kenyatta University of Agriculture &Technology
2012: Diploma in Business Administration
Jomo Kenyatta University of Agriculture &Technology
PROFESSIONAL CERTIFICATION
2017: Higher Diploma in Human Resource Management
Institute of Human Resources Management
TRAININGS AND CONFERENCES ATTENDED:
2017: Effective Customer Service Skills Training
Excel Marketing & Training Consultants Ltd
2017: Excellent Customer Communication Skills
Recours Four Kenya Consultants Ltd
Social Change Mentorship Programme
Life and Peace Institute
Culture Change
MDI Group
MEMBERSHIP AND PROFESSIONAL AFFILIATION:
Member, Institute of Human Resources Management
REFEREES
Ms. Winnie Okumu
Managing Director
Flight & Safaris International
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Mr. Austine J Okoth
Director
Prestige Bluestar Holdings Ltd
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Mr. Josphat Lusuli
Training Manager
Juhudi Kilimo Limited
--November 2018 – April 2020 - Operations Supervisor | Zawadi Blossoms
Team Management and Coordination: Supervised daily operations of the team, ensuring efficient workflow and timely completion of tasks while assigning duties and responsibilities based on strengths, fostering a collaborative and productive work environment.
Quality Control and Assurance: Implemented and maintained quality control measures to ensure floral arrangements met company standards and customer expectations, conducting regular inspections to identify areas for improvement and address issues promptly.
Inventory Management: Managed inventory levels of flowers, vases, and supplies, optimizing stock levels to meet demand while minimizing waste and storage costs, collaborating with suppliers for timely delivery and negotiating favorable pricing.
Customer Service and Satisfaction: Interacted with customers to understand their floral needs and preferences, providing personalized recommendations for a positive shopping experience, while addressing inquiries, complaints, and feedback promptly and professionally.
Health and Safety Compliance: Ensured workplace compliance with health and safety regulations, implementing protocols for proper handling and disposal of materials, providing training on safety procedures, and maintaining a clean work environment to prevent accidents and ensure employee well-being.
Key Achievement
Implemented an efficient inventory management system that reduced stock wastage by 20% while ensuring optimal stock levels to meet customer demand, resulting in improved cost-effectiveness and customer satisfaction.
April 2013 To October 2018 - Operations Coordinator & Admin Assistant | Africa Merchant Assurance Company Limited
Administrative Support: Provided comprehensive administrative support to multiple departments, including managing correspondence, scheduling appointments, and organizing meetings, ensuring smooth day-to-day operations.
Client Services Coordination: Acted as a central point of contact for client inquiries, requests, and complaints, liaising with internal teams to ensure timely and satisfactory resolution, thereby enhancing client satisfaction and retention.
Document Management and Reporting: Maintained accurate records and databases, generated reports, and prepared documentation for audits and presentations, facilitating efficient decision-making processes and compliance with regulatory requirements.
Key Achievement
Implemented a streamlined document management system that reduced processing time by 30%, resulting in improved efficiency and accuracy in reporting and facilitating smoother internal communication and external interactions with clients and stakeholders.
Aug 2012 - Oct 2012: Human Resource Admin | Carzone International Limited
Recruitment and Onboarding: Assisted in the recruitment process by posting job openings, screening resumes, and scheduling interviews, ensuring a smooth onboarding experience for new hires.
Employee Records Management: Maintained accurate and confidential employee records, including personal information, employment history, and performance evaluations, ensuring compliance with company policies and legal requirements.
HR Policy Implementation: Supported the implementation and enforcement of HR policies and procedures, including attendance tracking, leave management, and disciplinary actions, fostering a positive and compliant work environment at Carzone International Limited.
OTHER NOTABLE ROLES HELD IN THE PAST
August 2019 – Events Coordinator | YMCA, London
April 2012 - Receptionist | Africa Merchant Assurance Company Limited
Jan 2012 - Personal Assistant to the Managing Director | Flights & Safaris International
