Phyllis Mwangi
Wilstead, Bedford
Summary
Introduction; Target-driven Assistant Manager and HR Assistant with extensive expertise leading high-performing teams. Boosts profitability and company growth through motivational leadership, outstanding service and smooth operational management. Excels in coaching and development to achieve committed , driven service teams .
Overview
29
29
years of professional experience
13
13
years of post-secondary education
Work history
Lead Assistant Manager
Amazon. co.uk Ltd services
Bedford, Bedfordshire
2021.10 - 2023.04
- Leading a team of between 100-200 associates in day-to-day operational activities, insisting on high standards in safety, quality and productivity.
- Tracking and improving key metrics and deliverables, demonstrating frugality and bias for action via shift planning.
- Evaluated staff performance, implementing training and development programmes to maintain exceptional service levels.
- Trained associates on best practices to achieve optimal productivity.
- Worked with operations teams to develop action plans to increase performance and exceed department KPIs.
- Responsible for shift Start-up briefs, Maintaining and communicating safety-related policies and procedures to associates, as well as ensuring that they are followed.
- Delivered projects for department improvements and safety.
- Managed team performance though coaching and feedbacks, and built relationships through fair job delegation and rotations.
- Coordinated associate's cross-training as part of their development and engagement.
HR Assistant
Amazon.co.uk Ltd services , LTN7
Bedford -wotton, Bedfordshire
2019.10 - 2021.09
- Supported senior HR Teams in launching new Fulfillment center.
- Coached and supported operations teams and promoted conflict de-escalations and facilitated difficult conversations.
- Improved business HR policies by guiding operations teams.
- Worked alongside outside contractors such as cleaners, kitchen, engineering and security teams in ensuring their services were implemented to standards.
- Provided headcount and other key metrics to operations teams.
- Supported in note taking during grievous hearing meeting and supported associates in resolving internal queries.
- Built networking relationships with other stake holders.
- Supported and completed HR projects as raised by senior HR teams, while making sure all communications are delivered and are up to date.
- Facilitated new hire on-boarding programmes by scheduling training initiatives, resolving issues and processing paperwork.
- Conducted audits and collected data through CFAs (champion for associates) for new hires retention.
Lead Assistant Manager
Amazon.co.uk Ltd
2011.09 - 2019.09
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Followed opening, closing and shift changeover procedures for seamless operations.
- Promoted professionalism and effective communication among staff to develop productive relationships.
- Implemented safe working methods and practices by conducting regular audits and workplace inspections.
- Professionally handled difficult critical pull times and objections to maintain first-class customer service standards.
- Led shifts and motivated team to drive deadlines and targets.
- Implemented and documented standard operating procedures to comply with audit and safety requirements.
- Mentored and equipped employees with up to date process knowledge to improve service delivery and productivity.
Trainer core Away Team
Amazon.co.uk Ltd
Peterborough, EUK5 Fulfiment center
2010.02 - 2011.08
- Delivered a winning kaizen for process improvement and participated in launching a new fulfillment center in Peterborough (Amazon EUK5 FC).
- Used my acquired knowledge to Support new operations teams in everyday running of other outbound functions including shipping and safety trainings.
- Analysed training needs to determine learning styles and skills shortages.
- Defined and documented learning outcomes to monitor program success.
- Evaluated employee training outcomes to determine job readiness.
- Monitored employee progress, offering feedback to management on additional training requirements.
Process Assistant/ problem solver
Amazon.co.uk Ltd
Bedford
2001.01 - 2010.01
- Level 2 Problem solver/trainer for packing/ pick / shipping departments, responsible for unfulfilled customer shipments and, responding to inventory issues affecting customer shipments
- Outlined problems and made proactive solutions to support quick resolution.
- Networked with subject matter experts to gather outside advice on issues( rollout of new tools ).
- Utilized problem-solving skills to reduce or eliminate unnecessary company expenses.
- Defined problem to identify, prioritize CPT's ( critical pull times )and select alternatives, ensuring deadlines are met.
- Analysed and understood situations to develop action plans.
Food security Monitor/logistics
United Nations
kakuma- Turkana ,kenya , Kenya
1996.01 - 2000.01
- FSM [Food security monitor] Kenya/Sudan/Somalia border, Field work for world Food Programme as a food security monitor gathering information required by decision makers in food distribution for Aid.
- Enforced established logistics standards to protect consignment from damage or theft.
- Shared humanitarian information with other aid organizations such as Red cross/ Médecins Sans Frontiers / Unicef, and issued early warnings to local governments before humanitarian crisis.
- Adjusted pick-up and delivery schedules with changing consignment volumes.
Customer Care Representative
The Village Market Nairobi
Nairobi
1994.01 - 1996.01
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Established positive relationships with clients by going extra mile to build rapport.
- Updating management team on security issues while maintaining manageable crowd levels.
Education
Certificates in Counseling Skills - 2021(ongoing) -
Central Bedfordshire College
BSc (Honours) - Psychology
Open University
Milton Keynes 2015.05 - 2020.07
IT skills - word processing /Excel
Bedford College
Bedford 2003.02 - 2004.02
Diploma - community Development
KISWCD [Kenya institute of social work & community development
Nairobi 1995.01 - 1997.11
GCSEs - maths /English & literature/ social studies
Kiairathe Secondary School
Murang'a 1991.01 - 1994.10
Skills
- Team supervision
- Key Performance Indicator (KPI) management
- Employee coaching and mentorship
- Customer relationship management
- Process improvement
- Team development strategies
- High performance reward schemes
- Employee retention strategies
- Employee performance reviews
- Resource allocation
- Excellent communicator
- Line management
- Incident investigation
- Company policy compliance
- Employee training
- Report writing
- Inventory control
- Strong problem solver
- Procedure improvement
- Staff development
- Staff recruitment and retention
Languages
English
Fluent
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Lead Assistant Manager
Amazon. co.uk Ltd services
2021.10 - 2023.04
HR Assistant
Amazon.co.uk Ltd services , LTN7
2019.10 - 2021.09
BSc (Honours) - Psychology
Open University
2015.05 - 2020.07
Lead Assistant Manager
Amazon.co.uk Ltd
2011.09 - 2019.09
Trainer core Away Team
Amazon.co.uk Ltd
2010.02 - 2011.08
IT skills - word processing /Excel
Bedford College
2003.02 - 2004.02
Process Assistant/ problem solver
Amazon.co.uk Ltd
2001.01 - 2010.01
Food security Monitor/logistics
United Nations
1996.01 - 2000.01
Diploma - community Development
KISWCD [Kenya institute of social work & community development
1995.01 - 1997.11
Customer Care Representative
The Village Market Nairobi
1994.01 - 1996.01
GCSEs - maths /English & literature/ social studies
Kiairathe Secondary School
1991.01 - 1994.10
Certificates in Counseling Skills - 2021(ongoing) -
Central Bedfordshire College