Guy Biwagou Biwagou
Raleigh
Summary
Dynamic commercial cleaning leader with 10+ years of experience managing operations and multi-site teams. Proven in delivering exceptional cleaning standards, budget oversight, and safety compliance. Expert in training janitorial managers and elevating client satisfaction through strategic process improvements and operational excellence across diverse environments.
Skilled account management professional with proven track record in fostering client relationships, driving revenue growth, and managing complex accounts. Known for strong focus on team collaboration, adaptability, and delivering results. Expertise includes strategic planning, client communication, and problem-solving. Highly reliable and flexible in meeting changing business needs.
Overview
16
16
years of professional experience
Work History
Account Manager
EBM Cleaning Services
2024.07 - Current
- Developed and implemented a two-step quality control process, significantly improving employee performance and cleaning standards
- Evaluated and provided instant performance feedback to 50 cleaning crew members, enhancing operational efficiency
- Conducted customer satisfaction surveys and recommended improvements, boosting client satisfaction
- Hired, trained, and engaged staff, increasing employee retention from 75% to 80%
- Developed flexible work schedules to meet customer needs, improving service delivery
- Audited and maintained inventory supplies and equipment weekly to ensure operational readiness
- Maintained a healthful, clean, and orderly work environment by enforcing Good Manufacturing Practices (GMP) daily
- Identified and resolved operational problems promptly, often within 24 hours
- Oversaw a 24/7 manufacturing facility with 450,879 square feet of space
Director of Operations
Bizmaids-Raleigh
2016.09 - 2024.06
- Oversaw all operational aspects including sales, billing, and janitorial service delivery across 120 accounts in North Carolina
- Managed and trained 15 salespeople and coached 20 managers plus 50 supervisors to improve team performance and customer retention
- Increased customer retention from 70% to 85% by maintaining strong client relationships and service quality
- Provided regular updates on KPIs related to operations, sales, customer satisfaction, and employee productivity
- Increased gross profit by 10% within six months through operational improvements and cost control
- Interfaced regularly with senior leadership to align operational goals with company strategy
- Traveled extensively to inspect accounts and ensure compliance with cleaning standards and client expectations
General Manager
Preferred Maintenance & Creative Signs
2023.04 - 2023.12
- Managed a $35.5 million budget, achieving a 30% cost reduction while maintaining service quality
- Conducted site inspections and managed client relations, increasing customer retention from 70% to 80%
- Supervised 90-120 employees, ensuring adherence to safety protocols and quality standards
- Performed scheduling, billing, job site quality control, safety checks, and equipment maintenance
- Conducted performance reviews and developed talent to reduce retention risks
- Interpreted financial statements including P&L, balance sheets, and cash flow to support operational decisions
- Implemented new growth and profitability strategies, increasing revenue by up to 5%
Senior Strategy Business Consultant
Preferred Maintenance LLC
2022.10 - 2023.04
- Scaled operations team to drive projected financial growth and operational efficiency
- Developed and implemented recommendations to complete bankruptcy protection agreement within six months
- Led problem formation, comprehensive analysis, and resolution to improve business operations
- Prepared and presented P&L reports to board of directors to support strategic decisions
- Established client value propositions aligned with strategic, financial, and operational metrics for business improvement
- Created new SOPs and training materials to enhance compliance and operational consistency
Customer Service Manager
Datrose-Durham
2010.08 - 2016.08
- Developed and executed strategies that increased productivity from 60% to 80% within 12 months
- Trained and coached new customer service representatives to improve service quality
- Improved Service Level Agreement (SLA) compliance from 60% to 80% in one year
Education
Bachelor's degree - Business Administration
North Carolina Central University
Durham, NC2011-06
Associate's degree - Business
Wake Technical Community College
Raleigh, NC2008-06
Master of Science - Buisiness Management
Perdue University
2015-06
Ph.D. - Business Management
Walden University
Minneapolis, MNSkills
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
- Strategic planning
- Customer relationship management (CRM)
- Goals and performance
- Client relationship management
- Project management
Languages
Spanish
Timeline
Account Manager
EBM Cleaning Services
2024.07 - Current
General Manager
Preferred Maintenance & Creative Signs
2023.04 - 2023.12
Senior Strategy Business Consultant
Preferred Maintenance LLC
2022.10 - 2023.04
Director of Operations
Bizmaids-Raleigh
2016.09 - 2024.06
Customer Service Manager
Datrose-Durham
2010.08 - 2016.08
Associate's degree - Business
Wake Technical Community College
Bachelor's degree - Business Administration
North Carolina Central University
Master of Science - Buisiness Management
Perdue University
Ph.D. - Business Management
Walden University