Open to opportunities

Michael Mutunga

@michaelmutunga

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Operations manager with a focus on improving customer service.

Kenya

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What I'm looking for

I am looking for a role that allows me to enhance operational efficiency and customer satisfaction while fostering a positive team environment.

I am an experienced operations manager with a strong background in enhancing customer service and operational efficiency. Over the years, I have successfully led teams in various roles, from managing daily operations at Sujemi Investments Limited to consulting on effective client operations at Care-Tech Center. My commitment to excellence is evident in my ability to communicate expectations clearly, motivate staff, and ensure a safe workplace.

Throughout my career, I have developed a keen understanding of the hospitality and service industries, having worked in diverse environments such as Giraffe Manor and Jumeirah, Wild Wadi in the UAE. My roles have equipped me with the skills to handle customer complaints effectively, track performance metrics, and implement strategies that drive success. I take pride in fostering a collaborative team culture that prioritizes customer satisfaction and operational excellence.

Experience

Work history, roles, and key accomplishments

Operations Manager

Sujemi Investments Limited

Aug 2017 - Jan 2021 (3 years 5 months)

Managed daily operations, communicated job expectations, and coordinated customer service processes. Supervised staff, handled customer complaints, and ensured a safe workplace. Responsible for vehicle and heavy equipment rentals.

Operations Management Customer Service Vendor Management

Consultant in Operations

Care-Tech Center

Jan 2016 - Feb 2016 (1 month)

Advised and supported the implementation of operational changes to improve client operations.

Consulting Operational Change Change Management

Operations Assistant Manager

Mash Park Hotel

Aug 2015 - Jan 2016 (5 months)

Assisted in planning strategies to attract customers and coordinated daily operations. Supervised staff and handled customer complaints.

Customer Service Strategic Planning

Front of House Manager

Giraffe Manor

Jan 2014 - Aug 2015 (1 year 7 months)

Managed guest reception, organized events, and ensured smooth operations during meal services.

Guest Service Event Management Scheduling

Assistant Manager Operations

Jumeirah, Wild Wadi

Jan 2007 - Jan 2010 (3 years)

Oversaw floor management, team building, and customer satisfaction initiatives.

Floor Management Team Building Customer Satisfaction Training

Fitness Instructor

Splash Challenge Carnivore

Jan 2001 - Mar 2002 (1 year 2 months)

Prepared and coached teams for swimming events, ensuring safety and cleanliness in facilities.

Coaching Event Management

Transport Manager

Sujemi Investments Limited

Jan 2000 - Jan 2001 (11 months)

Managed transportation operations, ensuring efficiency and compliance with safety regulations.

Compliance Operations Management

Health Manager

Westgate Fitness Centre

Jan 1999 - Jan 2000 (1 year)

Oversaw health and fitness operations, ensuring quality service and compliance with health standards.

Quality Assurance Customer Service

Education

Degrees, certifications, and relevant coursework

Chichester University of Arts, Science & Technology

National Diploma, Sports Science

1997 - 1999

Completed a National Diploma in Science with a focus on Sports Science, gaining knowledge in various scientific principles related to sports and physical education.