PATRICK CHEGE MUKANGALA
Customer Experience & Operations Leader
Nairobi, KE.About
Results-driven professional with six years of progressive experience in customer relationship management, team leadership, and operational excellence within the hospitality and entertainment sectors. Proven expertise in optimizing workflows, resolving customer disputes, and enhancing client satisfaction through innovative solutions and strategic use of tools like Google Workspace and Microsoft Excel. Recognized for consistently driving operational improvements, fostering collaborative environments, and achieving superior service outcomes.
Work
7 Ribs 5 Star Restaurant
|Customer Experience Lead
Riyadh, Riyadh Province, Saudi Arabia
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Summary
Led customer experience initiatives and a 9-person front-of-house team, enhancing service delivery and operational efficiency while driving significant improvements in customer satisfaction and internal processes.
Highlights
Achieved a 7% improvement in Google ratings (from 4.3 to 4.6) by consistently delivering exceptional service and promptly resolving client issues, significantly enhancing customer relationships.
Supervised and motivated a team of 9 front-of-house staff, improving service efficiency by 15% through streamlined coordination with kitchen teams during peak hours.
Implemented workflow enhancements that reduced service delays by 20% and improved order accuracy, directly contributing to increased overall team satisfaction.
Introduced an inventory tracking system via restaurant management software, reducing inventory errors by 30% and cutting customer wait times by 25%.
Recognized as Employee of the Year in 2023 for consistently exceeding performance goals and driving operational excellence and customer satisfaction.
7 Ribs 5 Star Restaurant
|Captain Waiter
Riyadh, Riyadh Province, Saudi Arabia
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Summary
Led a team of 9 waitstaff, optimizing operational workflows and driving revenue growth while consistently delivering 5-star customer service in a high-volume environment.
Highlights
Trained and motivated a team of 9 waitstaff, optimizing shift workflows to enhance service efficiency during peak dining hours.
Drove high sales performance through strategic upselling of premium dishes and beverages, consistently exceeding revenue targets.
Delivered 5-star dining experiences, leading to a promotion to trainer for new hires focusing on service standards and guest engagement.
Managed order accuracy, timely deliveries, and efficient table turnover in a fast-paced environment, ensuring seamless operations during peak demand.
Maintained high guest satisfaction during high-volume shifts by balancing speed and precision without compromising service quality.
Rongai Rumba House Ltd
|Assistant Manager
Nairobi, Nairobi County, Kenya
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Summary
Managed daily operations, inventory, and a team of 10, ensuring regulatory compliance, financial oversight, and exceptional client satisfaction.
Highlights
Led a team of 10 staff, overseeing daily operations and achieving 100% compliance with health, safety, and sanitation standards.
Maintained inventory at 95% par levels, ensuring seamless operations and minimal disruptions.
Supervised daily cash flow of up to $5,000, ensuring accurate and timely banking procedures.
Negotiated supplier contracts, reducing costs by 10%, and coordinated effectively with event managers for successful outcomes.
Resolved 95% of client disputes on first interaction, fostering strong customer relationships and satisfaction.
Rongai Rumba House Ltd
|Accountant
Nairobi, Nairobi County, Kenya
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Summary
Managed financial reporting, inventory control, and credit systems, providing strategic financial advice and ensuring compliance for optimized revenue streams.
Highlights
Prepared monthly and quarterly budgets and financial reports using MS Excel for data-driven decision-making.
Ensured accurate inventory control by reviewing requisitions, receiving goods, and conducting regular spot checks.
Provided actionable financial advice on operations and practices, enhancing strategic decision-making processes.
Designed and implemented a credit system that successfully reduced Accounts Receivable by 45%.
Contributed to menu pricing and profitability adjustments, directly optimizing revenue streams.
Education
Dongbei University of Finance and Economics
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MBA
Financial Management
Grade: Graduated 3rd top student
Kenyatta University
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Bachelor of Commerce
Finance
Grade: Second Class Division, Upper Class
Manyala Secondary School
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High School Diploma
Kenya Certificate for Secondary School
Grade: B - plain grade
Languages
English
Swahili
Chinese
Certificates
Certified Asana Workflow Specialist
Issued By
Asana
SAP Financial Analysis Training
Issued By
LinkedIn Learning
Microsoft Teams Essentials Training
Issued By
LinkedIn Learning
Master Microsoft Excel
Issued By
LinkedIn Learning
Skills
Business Operations
General Business Administration, Workflow Optimization, Process Improvement, Operational Excellence, Inventory Management, Compliance, Restaurant Operations.
Leadership & Management
Team Leadership, Mentorship, Team Coordination, Performance Management, Staff Supervision, Training & Development.
Customer Relations
Client Relationship Management, Customer Service Excellence, Client Satisfaction, Dispute Resolution, Client Centricity, Guest Engagement.
Communication & Interpersonal Skills
Strong Communication Skills, Excellent Interpersonal Skills, Negotiation, Stakeholder Relations, Teamwork, Conflict Resolution.
Financial Management
Financial Oversight, Budgeting, Financial Reporting, Credit Management, Profitability Analysis, Cash Management, Accounts Receivable.
Technology & Systems
Google Workspace, Notion, Microsoft Excel, Restaurant Management Software, Inventory Tracking Systems, Asana, SAP.