Michelle Middii

Experience

• 

  The Boma Hotels

  Jan 2015 - Feb 2016

  Junior Sous Chef

  Supported kitchen operations, assisting in food preparation, cooking, and plating to maintain consistent food quality and meet service deadlines.Worked closely with the Sous Chef and Head Chef to execute daily kitchen tasks, ensuring smooth workflow and efficient service.Assisted in overseeing kitchen staff, providing guidance and training to ensure adherence to food safety protocols and standard operating procedures.Contributed to menu planning by testing and refining recipes, ensuring dishes met both quality standards and guest preferences.Managed ingredient preparation, ensuring all raw materials were properly stored, labeled, and used in accordance with inventory control practices.Monitored and maintained kitchen equipment, identifying maintenance needs and ensuring tools were in working order.Ensured the kitchen operated in compliance with health and safety regulations, including cleanliness and sanitation. Show less

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  Windsor Golf Hotel & Country Club

  Jul 2016 - Jul 2017

  Chef De Partie

  Prepared high-quality meals, ensuring consistent food quality and presentation, which contributed to a 20% increase in customer satisfaction ratings.Managed kitchen operations, including food preparation, cooking, and plating, to meet restaurant standards and deadlines.Supervised and trained junior kitchen staff, ensuring adherence to food safety and hygiene standards in compliance with HAACP and local regulations.Assisted in the creation of new menu items, testing recipes, and analyzing customer feedback to refine offerings.Ensured proper inventory management, tracking ingredients and supplies, and reducing waste through effective stock control techniques.Collaborated with front-of-house staff to ensure efficient communication and timely service delivery during peak hours.Monitored kitchen equipment and tools to maintain functionality, reporting any maintenance needs to management. Show less

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  Beauty Imports and Exports

  Jul 2017 - Feb 2018

  Personal Assistant

  Managed warehouse operations, overseeing inventory control and ensuring 100% stock accuracy through effective inventory management systems and logistics coordination.Processed daily banking transactions and maintained financial records, contributing to transparent and accurate financial reporting using accounting software (e.g., QuickBooks, Xero).Coordinated supply chain activities, including order tracking and delivery schedules, to ensure timely procurement and distribution.Assisted in managing vendor relationships, negotiating terms, and tracking deliveries to maintain operational efficiency.Handled administrative tasks, including scheduling meetings, managing communications, and organizing documentation.Ensured the proper maintenance of office supplies, equipment, and other resources to support daily business activities. Show less

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  MARAMOJA transport

  Jan 2019 - Jul 2020

  Resolved customer concerns: Handled and resolved customer inquiries via phone, email, and live chat, ensuring a 90% customer satisfaction rate within service-level agreements (SLAs).CRM Tools: Managed customer interactions and maintained detailed records using tools like Salesforce and Zendesk to track issue resolution and follow-ups.Data Analysis: Monitored and analyzed customer feedback using Excel and Google Sheets to identify patterns, address recurring issues, and generate actionable insights for service improvement.Process Optimization: Recommended and implemented workflow improvements that reduced average resolution time by 15%.Customer Engagement: Conducted surveys and follow-ups to gather feedback, assess satisfaction levels, and strengthen relationships with clients.Knowledge Base Management: Created and updated a knowledge base of FAQs and troubleshooting guides to streamline support processes.Team Collaboration: Coordinated with technical support and product teams to resolve escalated cases, ensuring effective communication and timely issue resolution.Conflict Resolution: Leveraged negotiation and mediation skills to handle escalated complaints, achieving a high retention rate for dissatisfied customers. Show less Identified and pursued new business opportunities, leading to a 15% increase in client acquisition.Negotiated and secured strategic partnerships, contributing to a 10% growth in revenue.Conducted in-depth market research to identify customer needs and trends, providing valuable insights that influenced product development and marketing strategies.Utilized CRM software (e.g., Salesforce) to manage customer relationships, track sales progress, and analyze performance data.Developed and executed targeted outreach strategies, including email campaigns and cold calling, to engage prospective clients.Proficient in competitive analysis and SWOT analysis to identify market opportunities and inform decision-making.Collaborated with cross-functional teams, including marketing and product development, to align business goals with company offerings.Skilled in contract negotiation and proposal writing, ensuring favorable terms for long-term partnerships. Show less

  • Customer Satisfaction Associate

    Feb 2020 - Jul 2020

  • BUSINESS DEVELOPER

    Jan 2019 - Jan 2020
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  Wabbzy Kreations

  Jan 2020 - now

  Operations Manager

  Designed and implemented marketing strategies, leading to a 30% increase in brand recognition by leveraging digital marketing tools and data analysis to identify target audiences.Conducted market research to monitor evolving customer preferences and industry trends, informing the development of new products and services.Strengthened digital presence through content creation and curation, driving a 50% increase in social media engagement using platforms such as Facebook, Instagram, and Twitter.Managed daily operations to ensure efficient business processes and effective resource allocation.Developed and maintained key performance indicators (KPIs) to track operational efficiency, guiding decision-making.Led a team of marketing and operations staff, providing direction, performance feedback, and professional development to enhance productivity. Show less

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  MARAMOJA transport

  Feb 2021 - Feb 2025

  Developed and implemented data-driven multi-channel digital marketing strategies using tools like Google Ads, Meta Business Suite, and Mailchimp, leading to a 30% increase in brand visibility and a 25% rise in user acquisition within the first year.Conducted in-depth SEO audits and optimized website content using tools like SEMrush and Ahrefs, resulting in a 40% growth in web traffic and a 20% improvement in conversion rates.Managed PPC campaigns on Google Ads and social media platforms, ensuring a 15% enhancement in ROI through advanced targeting and A/B testing.Leveraged data analytics tools such as Google Analytics and Power BI to monitor KPIs, create performance dashboards, and inform strategic decisions.Directed cross-functional collaborations between marketing, sales, and product teams to drive cohesive efforts toward achieving business objectives.Introduced marketing automation tools like HubSpot to streamline workflows, reducing campaign turnaround time by 20%.Identified and integrated emerging MarTech solutions to maintain a competitive edge, including implementing advanced remarketing strategies to improve customer retention rates.Conducted competitor benchmarking and consumer behavior analysis to refine marketing strategies and enhance market positioning. Show less Enhanced customer satisfaction metrics by 20% through the use of CRM tools like Salesforce and Zendesk for efficient complaint tracking, resolution, and proactive client engagement.Designed and delivered employee training programs using LMS platforms, boosting team leaders' productivity by 15% and ensuring adherence to company policies and service standards.Utilized data analytics tools like Excel and Power BI to track and report key performance indicators (KPIs), providing actionable insights to improve customer service workflows.Led the implementation of ticketing systems, reducing operational bottlenecks and improving service delivery timelines by 10%.Streamlined communication protocols by developing SOPs (Standard Operating Procedures) for interdepartmental collaboration, facilitating quicker dispute resolution and maintaining strong client relationships.Conducted regular customer feedback analysis using survey platforms such as SurveyMonkey, identifying trends to inform strategic process improvements.Monitored and ensured compliance with service-level agreements (SLAs), guaranteeing high-quality service delivery across all touchpoints. Show less Customer Support Management: Delivered top-tier customer service by efficiently resolving inquiries and complaints using ticketing systems such as Zendesk and Freshdesk, achieving a 95% issue resolution rate within agreed timeframes.Data Analysis and Reporting: Monitored customer satisfaction metrics using tools like Salesforce and Excel, identifying trends and recommending process improvements that enhanced team performance.Process Optimization: Streamlined customer support workflows by implementing automated response systems and standard operating procedures (SOPs), reducing average resolution time by 15%.Needs Assessment: Conducted comprehensive client needs analyses, utilizing CRM tools to provide personalized and scalable solutions, resulting in a 20% increase in customer retention rates.Team Development: Identified skill gaps within the team and developed targeted training programs, leading to a 12% improvement in overall team efficiency.Conflict Resolution: Acted as a liaison between clients and internal teams, employing active listening and mediation techniques to resolve disputes and maintain strong relationships.Knowledge Management: Created and maintained a knowledge base for customer support documentation, ensuring consistent and accurate communication across all touchpoints.Client Relationship Management: Strengthened customer relationships by proactively engaging with key clients through follow-ups and satisfaction surveys, driving a 15% boost in customer loyalty scores.Performance Metrics Oversight: Regularly tracked and analyzed KPIs to ensure adherence to service level agreements (SLAs), maintaining high performance and accountability standards. Show less

  • Digital Manager

    Feb 2022 - Feb 2025

  • Assistant Customer Satisfaction Manager

    Oct 2021 - Feb 2022

  • Senior Customer Satisfaction Associate

    Feb 2021 - Oct 2021
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  Infopromo.digitall

  Oct 2022 - now

  Customer Success Manager (CSM)

  Streamlined onboarding processes, reducing setup time by 20% through the implementation of efficient workflows and customer onboarding software (e.g., ChurnZero, Gainsight).Fostered strong client relationships, achieving a 95% contract renewal rate by utilizing CRM tools (e.g., Salesforce, HubSpot) to track interactions and ensure customer satisfaction.Provided actionable feedback to product teams, driving platform adoption and improving customer engagement based on insights from customer success metrics and surveys.Delivered product training and technical support to clients, ensuring they fully understood platform features and maximized usage.Managed post-sale relationships, ensuring clients’ needs were met and addressing any concerns promptly to reduce churn.Analyzed customer usage patterns using analytics tools (e.g., Google Analytics, Mixpanel) to proactively identify opportunities for improvement. Show less