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Customer Service Executive

March 20, 2018

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Dalphine Chepngeno

Dubai, UAE

Mobile : +971-*********

E Mail :

Nationality : Kenyan

Date of Birth: 11th November,1990

Career Brief

I am a calm and unflappable individual who is able to carry out any customer service role professionally and effectively. With a long track record of ensuring customer loyalty and retention is achieved through having an in-depth understanding of the tasks, responsibilities and skills involved in customer service work. I have always kept customers updated on issues important to them and work hard to meet requests for information in a timely and efficient manner. I have 5 years of experience in Hospitality, and Customer service relations specifically Five star Hotels. I have worked closely with partners, suppliers and customers to provide world class customer service.


Ability to communicate effectively by showing interest, carefully listening to needs and appropriately


Experienced in mail, messenger and fax services.

I Possess enthusiastic and cordial attitude which is very much needed for customer acquisition

Experience in handling all service related queries from Clients pertaining to various issues with an aim of improving services accordingly.

Possess in-detail knowledge of the subject so as to help the customers solve their queries

Ability to deliver relevant and true information

Ability to interact with the customers.

Ability to use sound judgment in decision-making.

Demonstrated proficiency composing written


Proficient in the use of Microsoft Windows and Office softwares.

Outstanding communication and interpersonal skills

Excellent time management and organizational skills

Persuasive, emphatic with good problem solving skills

Good knowledge of Microsoft Office and outlook.

Ability to deal with external and internal customer support in a professional manner

Quick learner, detail oriented and ability to adapt to new processes in limited time frame

Multi tasking skills and ability to work under pressure OTHER SKILLS

Customer service Relationship building Complaint Procedures Track record of handling customer inquiries in accordance to established service policies and procedures

Able to depersonalize self from the customer while providing the highest level of high customer service

Well-versed in resolving conflicts by understanding problems clearly and seeking out possible solutions through employing the creative thinking process


Proficiently and professionally respond to customer questions pertaining to bookings, availability, price, products, services, procedures and policy.

Processed payments and check-ins.

Assisted customers in bookings online and forwarding issues to relevant department.

Promptly and methodically respond to customer inquiries to identify and resolve issues with initiative and good judgment.

Performed a variety of concurrent tasks, handled escalations, time critical issues, maintained time sensitive records and created reports.


November 2016 – February 2018.

Customer Service Officer.

First Central Hotel Suites, Dubai.

Greeting guests in a friendly and professional manner according to Hotel standards

Engaging each guest as a unique individual and listen attentively to their requests

Performing accurate check-ins and check-outs of guests daily

Answering the telephone in a timely and professional manner.

Making reservations over the phone and in person.

Running daily reports to check reservations for accuracy and identify any special requests

Preparing daily, weekly and monthly Reports respectively.

Responsible for a cash float throughout the shift and ensuring it balances correctly at the end of shift.

Anticipating and addressing guest’s service needs.

Providing answers to inquiries relating to products, orders, status requests, and any other questions that may arise by responding to guests’ inquiries in real time.

Listening to guest’s complaints or concerns and resolving their issues in a timely manner.

Learning and adhering to all fire and emergency procedures, including procedures for handling of the fire panel, ensuring guest safety and participating in an evacuation if necessary. December 2014 – August 2016

Guest Service Officer/Receptionist.

Grand Hyatt Hotel, Doha.

Handling bookings via phone, face to face and email and scheduling accordingly.

Responding to and investigating customer inquiries, concerns and issues via phone, email and face to face in a timely and courteous manner.

Selling and recommending of Spa products and Health Club packages, offers and promotions to the guests.

Closing transactions by billing through cash, room charge or by card and preparing the end of day summary reports.

Ensuring that the revenue is generated and no loss is incurred by upselling, cross selling and switch selling of the products to the guests.

Ensuring a high level of customer service is consistently maintained.

Handling reward schemes for the repeat guests and long staying guests.

Coordinating with other departments regarding the guest’s profiles and preferences. January 2013 –May 2014

Guest Relations Executive.

The Boma Hotels.

Executing departmental tasks within the framework of orders given by the Manager.

Resolving all guest complaints and problems.

Dealing with any inquiries at the reception.

Allocation of VIP rooms and ordering of VIP amenities.

Ensuring a high level of customer service is consistently maintained.

Handling guest messages and the telephone calls and inquiries.

Handling excursion requests and valid information on regional tourism attractions in the area.

Doing courtesy calls and making follow ups.

Handling express check-ins and check-outs for VIPs.

Handling reward schemes for the repeat guests and long staying guests.

Inspecting VIP rooms before they check in.

Profiling of the guest’s history and printing welcome notes messages for the Guest checking in and thank you notes for those checking out.

January 2012 – December 2012

Customer Service Representative

Elegance Stores And Gift Shops.

Ensuring that each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer.

Suggesting appropriate product to the customer by understanding his/her needs and requirements.

Conferring with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints.

Keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Resolving customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills

Contacting customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.


2010-2014: University Of Nairobi

Qualification: Bachelor of Arts in Hospitality Management

2009-2010: African Institute of Research and Development Studies.

Qualification: Certificate in Computer Packages

2005-2008: Tengecha High School

Qualification: Kenya Certificate of Secondary Education

1996-2004: Mercy Boarding Primary School

Qualification: Kenya Certificate of Primary Education IT SKILLS & PROFICIENCY

Operating Systems Application Packages Windows MS Office Suite REFERENCES:

Mr. Mustapha Hassan,

Rooms Division Manager,

First Central Hotel suites,

Telephone: +971*********

Ms. Mariell Arrhenius

Line Manager

Grand Hyatt Hotel, Doha.

Telephone: +974********

Mr. Julius Muli

University of Nairobi

Degree Programs Administrator

Telephone: +254-***-***-***

Contact this candidate