Facilities Assistant

Curriculum Vitae

Monica Wanjiru Mbugua

PO BOX **8, Kilifi

Phone: 071*******

Email: ****************@*****.***

PROFESSIONAL SUMMARY

1. After-Sales Support & Customer Experience

1. Managed customer and internal service requests ensuring timely resolution Results-driven operations and administrative professional with over 5 years of experience in customer support, service delivery, and team leadership. Proven ability to enhance customer experience through efficient issue resolution, vendor coordination, and process improvement. Strong analytical skills with experience using data to inform decisions and improve operational performance.

CORE COMPETENCIES

2. Service Delivery & Operations Coordination

3. Vendor & Dealer Management

4. Issue Resolution & Escalation Handling

5. Data Analysis & Reporting

6. Team Leadership & Coaching

7. Process Improvement

8. Stakeholder Communication

PROFESSIONAL EXPERIENCE

Facility Assistant (2024 – Present)

1. Oversee service delivery for facility-related operations, ensuring timely resolution of issues

2. Coordinate with vendors and service providers to ensure quality service execution 3. Track and analyze service performance data to identify gaps 4. Support compliance with safety and operational standards Operations Support Administrator (2021 – 2023)

2. Monitored operational data and generated reports to support decision-making 3. Coordinated cross-functional teams for smooth service delivery 4. Identified process gaps and implemented improvements Team Supervisor – Logbook Department (2021)

1. Led and coached a team to meet performance targets 2. Monitored KPIs and provided performance feedback 3. Ensured accurate tracking and reporting of operations Branch/Warehouse Manager – Watu Credit (2017 – 2021) 1. Managed branch operations including sales, customer service, and after-sales support in one of the largest warehouses in Nairobi region.

2. Handled customer escalations and ensured timely resolution with emphasis on ethical business practices

3. Supervised and coached team members to achieve targets while delivering quality customer service.

4. Analyzed performance data to drive improvements both in operational practices and staff performance.

5. Led fraud control and ethical business compliance efforts to ensure utmost customer satisfaction while increasing our sales.

6. Maintain a good working relationship through regular engagements and personal visits with dealers and other stakeholders such as stage chairmen,local authorities through frequent engagements to understand their concerns and come to mutually beneficial solutions. EDUCATION

1. Bachelor of Business Management

-Mount Kenya University

2. Diploma In workplace Safety and Health

(Ongoing)-Alison Online Course

3. Certified First Aider- (2025-2026)-Pestavic

EHS Services LTD

4. Certified Fire Marshal- (2025-2026)-Pestavic

EHS Services LTD

5. Diploma in Business Administration-

Technical University of Mombasa

SKILLS & COMPETENCIES

● Vendor & Service Provider Management-

Always ensuring all our stakeholders are

satisfied while managing expectations.

● Dealer/Service Network Support &

Performance Monitoring-Offering our dealers

the support they need to meet their targets

while monitoring that all sales are quality

sales.

● SLA (Service Level Agreement)

Management

● Quality Assurance & Continuous Service

Improvement-This ensures fraud prevention

so that the business maintains ethical

practices throughout its operations.

● Data analysis and reporting-Technical know-

how to analyse basic data to drive key

business decisions.

PERSONAL ATTRIBUTES

● Detail-Oriented: Demonstrates a high level of accuracy and attention to detail in all tasks.

● Discreet and Trustworthy: Maintains confidentiality and handles sensitive information with integrity.

● Resilient Under Pressure: Excels in high-pressure situations without compromising the quality of work.

● Self-Motivated: Capable of completing tasks independently while meeting deadlines and expectations.

● Proactive: Anticipates challenges and takes initiative to address them efficiently.

● Personable and Approachable: Builds positive relationships with clients, colleagues, and stakeholders.

● Solution-Oriented: Focuses on finding effective and practical solutions to challenges Referees are available upon request.

Contact this candidate