Evangelista Vambe
Hamburg
Summary
Experienced Operations Assistant successful at managing everything from maintenance to financial needs. History overseeing multiple simultaneous functions efficiently. Detail-oriented Operations Assistant knowledgeable about Hotel Industry. Talent for administrative and project support. Offering more than 5 years of experience in fast-paced environments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environment
Overview
8
8
years of professional experience
Work History
Research Intern
International Sustainability Academy
03.2024 - Current
- Gathered, organized and modeled data to assist management in making key decisions.
- Managed and maintained file system covering expenses, reports and support documentation.
- Assisted operations manager with planning of routine operations and special projects.
- Prepared and proofread reports detailing operations activities.
- Assisted with facility scheduling and customer service.
- Understood key performance indicators and usage to drive results through factory-driven processes.
- Solved problems timely and effectively, ensuring customer satisfaction.
- Educated staff on organizational mission and goals to help employees achieve success.
- Collected, arranged and input information into database system.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Coached staff on daily performance and conducted evaluations to constructively address concerns.
- Gathered, organized and input information into digital database.
- Generated reports detailing findings and recommendations.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Call Center Supervisor
Rainbow Towers Hotel Zimbabwe
10.2019 - 06.2023
- Oversaw employee performance to foster accurate prioritization and achievement of productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed quality employees within call center to take over leadership positions.
- Established and oversaw performance targets for call center associates.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Collaborated with training team to boost product support and certification training initiatives.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Created team rotations to man center effectively during peak hours.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Developed process controls and metrics for daily management of call center.
- Maintained call center equipment in good working order to maximize productivity.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
Administrative Assistant
Meikles Hotel
03.2016 - 10.2018
- Prepared quality products while maintaining proper food safety practices, portion control and presentation within service goal times.
- Established rapport with new and recurring customers, remembering specific requests and providing specialty concessions for individuals.
- Communicated stand offerings and answered guest questions regarding orders.
- Taught basics of snack bar operations to new employees, building individual confidence in performance of duties.
- Corrected order issues, provided refunds and replaced items.
- Monitored inventory and notified management of deficiencies or shortages.
- Handled cash and processed payments, sorting bills and maintaining records of transactions.
- Responded to customer complaints to help resolve issues.
- Adhered to PCI industry standards, maintaining discretion and safety when handling sensitive personal information.
- Served snacks requiring specific care, refrigeration and preparation upon purchase.
- Served drinks and snacks to patrons, maintaining professionalism and supporting individual needs.
- Maintained clean, organized workspace according to operational standards.
- Returned unused food items to designated storage areas, making sure to cover and date perishables.
- Immediately informed supervisors when equipment was not functioning properly to promote quick issue resolution.
- Consistently provided friendly service to promote better customer engagement.
- Supported team members with various needs depending on customer influx and demand.
Education
Bachelor of Science - Monitoring And Evaluation
Lupane State University
Bulawayo11.2023
MBA - Business Administration
Midlands State University
Gweru10.2021
Bachelor of Arts - English Communication
Catholic University
Zimbabwe08.2018
High School Diploma -
Visitation Makumbi High School
Zimbabwew05.2014
Skills
- Scheduling
- Budgeting
- Filing
- Inventory Control
- Recordkeeping
- Staff Management
- Financial Reporting
- Operations Management
- Spreadsheets
- Appointment Setting
- Expense Reports
- Customer Accounts Management
- Customer Complaint Resolution
- Performance Appraisals
Timeline
Research Intern
International Sustainability Academy
03.2024 - Current
Call Center Supervisor
Rainbow Towers Hotel Zimbabwe
10.2019 - 06.2023
Administrative Assistant
Meikles Hotel
03.2016 - 10.2018
Bachelor of Science - Monitoring And Evaluation
Lupane State University
MBA - Business Administration
Midlands State University
Bachelor of Arts - English Communication
Catholic University
High School Diploma -
Visitation Makumbi High School
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