General Manager Customer Service

MICHAEL MUCHIRI WANJIKU

Marketing Associate General Manager

Phone number: + (254-********* Email: ************@*****.*** LinkedIn: www.linkedin.com/in/michael-muchiri-890051267 PROFESSIONAL SUMMARY

Dynamic and result-driven professional adept at team management, operations coordination and customer service. At Panamark Bed n Breakfast, I spearheaded initiatives that enhanced operational efficiency by 95% and increased reservations by 20% through strategic planning and strong leadership. Renowned for exceptional communication skills and solution-oriented mindset, I thrive in dynamic environment, consistently exceeding expectations and driving excellence. With a steadfast focus on safety, collaboration and innovation, I transform challenges into opportunities, delivering impactful results that boost performance and client satisfaction. Enthusiastic to bring my dedication, expertise and unwavering commitment to your organization. WORK EXPERIENCE

2024-Current General Manager Panamark Bed N Breakfast Embu, Kenya.

• Coordinated with 4 departments to streamline processes reducing delays by 95%

• Initiated the development of centralized documentation that enhanced collaboration and communication, increasing work done by 50% since opening

• Streamlined booking processes and coordination, ensuring a 30% increase in the efficiency of service delivery

• Established a new pricing model that reduced costs for customers by 5% augmenting sales by 7%

• Promoted rental properties and introduced new booking strategies that amplified reservations by 20%

• Coordinated with multiple external agencies, such as booking.com and Airbnb, that boosted our growth at a steady rate of 15% quarterly

• Administered a cross-functional team to streamline business operations resulting in a 20% increase in efficiency.

• Improved client retention by 5% within the first month through enhanced services and competitive rates resulting in a 10% increase in revenue.

1/2022-11/2022 Operations Manager Assistant Cofard Contractors Ltd Embu, Kenya.

• Assisted in the management of timelines, gathering and communicating programming information which improved coordination by 70%

• Actively participated in 2 weekly meetings to maintain a comprehensive understanding of all operations

• Participated in identifying operational challenges and developing fast solutions avoiding delays by an increase of 50%

• Achieved a 70% increase in report accuracy and timeliness, which facilitated quicker response times to operational issues

• Successfully coordinated and managed over 7 weekly schedules for a 35-member team ensuring optimal collaboration

• Increased employee's productivity by 15% by implementing a new time management system

• Developed and implemented training programs for new team members, resulting in a 60% reduction in onboarding time and enhancing overall team performance. SKILLS

Microsoft Office, Marketing, Project Management, Reliability, Adaptability, Attention to details, Problem-solving, Communication skills, Leadership, Teamwork,

EDUCATION

2018-2021 Bachelor’s Degree in Commerce Kabarak University Nakuru, Kenya. Pursued marketing attaining second class upper division honors 2014-2017 Certificate Nyangwa Boys High School Embu, Kenya. Kenya Certificate of Secondary Education (K.C.S.E) PROFESSIONAL CERTIFICATION

2018 Software packages Galaxy Cyber College Kianyaga, Kenya.

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