Catherine Katulege
Cambridge,MA
Summary
Highly organized and results-driven Operations Manager with over 4 years of experience optimizing operational processes, leading cross-functional teams, and enhancing client satisfaction in service-oriented settings. Proven track record in resource allocation, process improvement, and staff development, with a strong focus on maintaining high operational standards and driving efficiency. Skilled in conflict resolution, team training, and policy implementation to create a productive and compliant workplace. Adept at using data-driven strategies to meet and exceed performance metrics, ensuring customer satisfaction and operational success.
Overview
9
9
years of professional experience
Work History
Assistant Manager
Gold Star Home Care
01.2020 - Current
- Operational Efficiency: Led a team to identify and address workflow bottlenecks, improving operational efficiency by 25%
- Implemented process changes and monitored key performance indicators (KPIs) to ensure consistent service quality
- Training & Development: Conducted comprehensive training programs for over 200 personnel in customer service, safety protocols, and compliance standards, resulting in a 20% increase in service quality and a reduction in errors
- Conflict Resolution: Resolved internal team conflicts by fostering open communication and creating solutions that increased team cohesion and morale, which contributed to a 15% decrease in staff turnover
- Client Satisfaction: Implemented a client feedback program to capture customer insights and proactively address issues, leading to a 30% reduction in customer complaints over one year
- Resource Management: Optimized staff scheduling and resource allocation to meet fluctuating client demands while maintaining cost-efficiency
- Reduced overtime costs by 10% through strategic shift planning
House Manager (Independent Contractor)
Private Residential Estate
03.2019 - 01.2024
- Facilities Oversight: Managed daily operations for a residential estate, supervising a team of 10+ employees responsible for housekeeping, maintenance, and event setup
- Event Coordination: Organized and coordinated multiple high-profile events, managing logistics, scheduling, and vendor relations to ensure smooth execution and client satisfaction
- Cost Reduction: Identified areas for budget optimization and recommended process improvements, resulting in a 15% decrease in operational expenses while maintaining service standards
- Staff Coordination: Developed and implemented staff schedules, ensuring adequate coverage during peak times and maintaining high service quality
- Achieved a 95% attendance rate through effective scheduling and communication
- Quality Control: Conducted regular inspections to uphold cleanliness and maintenance standards, ensuring the property consistently met high expectations
Scheduling Coordinator
Private Home Care
03.2016 - 01.2020
- Scheduling Management: Coordinated daily and weekly schedules for over 200 employees, balancing client needs with staff availability to optimize coverage and reduce scheduling conflicts by 40%
- HR Support: Collaborated with HR to interview, evaluate, and onboard new staff, ensuring a smooth transition into the team
- Provided feedback that improved hiring decisions, resulting in a higher retention rate
- Efficiency Improvement: Implemented a scheduling software system that streamlined the scheduling process and reduced manual errors, increasing scheduling accuracy by 20%
- Strategic Planning: Analyzed staffing trends to forecast needs, aligning schedules with peak periods to prevent service disruptions and optimize staff deployment
Education
Cybersecurity - Certificate
USMASS GLOBAL
California City, CAGED -
Haverhill High School
Haverhill, MASkills
- Operational Process Improvement
- Team Leadership & Development
- Resource Allocation & Budget Management
- Client Relations & Service Quality
- Scheduling & Staff Coordination
- Compliance & Safety
- Microsoft Office Suite
- Scheduling Software
- Customer Relationship Management Tools
- Project Management Software
- Process Mapping Tools
- Conflict Resolution
- Time Management
- Communication
- Data Analysis
- Attention to Detail
Websites
Accomplishments
- Increased Client Retention: By implementing customer satisfaction strategies, helped increase client retention by 15% within the first year as Assistant Manager.
- Reduced Operational Costs: Identified and implemented cost-saving measures across different projects, leading to an average cost reduction of 10-15% annually.
References
Available upon request.
Timeline
Assistant Manager
Gold Star Home Care
01.2020 - Current
House Manager (Independent Contractor)
Private Residential Estate
03.2019 - 01.2024
Scheduling Coordinator
Private Home Care
03.2016 - 01.2020
GED -
Haverhill High School
Cybersecurity - Certificate
USMASS GLOBAL
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