Beatrice Mtenyo

P.O. Box ***** Hidd *** Muharraq, Bahrain ■ +973-******** ■ ad24q8@r.postjobfree.com

Objective

Customer service and sales support with 10rs+ years of exceptional track record in customer sales administration & support management and a highly organized and efficient Administrative Assistant with 4 years of experience in managing office functions and providing executive level support to principles and clients, Endeavoring a more challenging position.

Key Skills Set

Customer Service, Administration, Communication and interpersonal skills

Inventory management, Database Management, Time and Calendar management

Organization, Decision Making and Problem Solving

Book keeping and Microsoft office

strengths

Strong Organizational and Administrative skills

Adaptability, Customer Satisfaction and Client Relationship

Team Player

Attention to detail

PERSONAL DETAILS:

Nationality :Kenyan

Language : English

EDUCATION AND PROFESSIONAL QUALIFICATIONS:

Computer Applications (East Africa Institute of Certified Studies)

Diploma in Business Management- (Kenya Institute of Management)

Certificate in Management- (Kenya Institute of Management)

Certificate in Business Management-The Mombasa Polytechnic Univ. College

Kenya Certificate of Secondary Education

professional experience

Syller Impress Cargo Limited- MOMBASA Aug 2019 to Sept 2023

Administrative Assistant

Key Responsibilities:

Performed daily administrative functions, handling an average of 50 incoming calls and greeting over 30 visitors daily while maintaining a 95% customer satisfaction rate.

Developed and maintained good relationships with key stakeholders, include clients and vendors, resulting in improved communication and a 20% increase in business opportunities.

Successfully resolved customer complaints and inquiries with professionalism and efficiency maintaining high level of customer satisfaction.

Assisted in the development and implementation of new office policies and procedures ensuring compliance and consistency.

Implemented and maintained an employee recognition program, boosting morale and fostering a positive work environment.

Developed and maintained an organized filling system, improving accessibility and efficiency.

Managed the calendar and scheduling for multiple executives ensuring no conflicts and maximizing productivity. resulting in a 50% reduction in a meeting rescheduling.

Splashed cost of office supplies by 15% through negotiating prices with suppliers and maintaining appropriate stock levels to avoid wastage.

Schedule travel arrangements for 10 managers including 3 out of the country for business trip.

Syller Impress Cargo Limited- MOMBASA May 2018 to July 2019

Office Receptionist

Key responsibilities

Delivered an exceptional customer service experience, resolved issues and shared benefits of additional services. Recognized for being positive, intuitive, and client-centric.

procedure, reducing reservation time by an average of 5 minutes. Redesigned the scheduling system for the office, ensuring 100% accuracy in appointments.

Provided exceptional clerical support and significantly contributed to the success of company projects.

Achieved a 99% customer satisfaction rating based on feedback forms for the year 2019.

Implemented a new inventory management system, ensuring 100% availability of stationery supplies in the office.

Exhibited exceptional communication skills by handling and responding to 50+ phone calls and emails daily.

Reduced operating costs of the reception desk by 40% through the implementation of cost-effective protocols.

Demonstrated versatility by filling in for the cashier for two months while continuing regular reception duties.

Little Chef Restaurants-MOMBASA Dec 2017- April 2018

Restaurant Supervisor-

Key Responsibilities:

Overseeing all front and back of the house restaurant operations, resulting in a 15% reduction in customer complaints.

Established and maintained effective relationships with customers, resulting in a 10% increase in customer retention and 10% increase in repeat business.

Monitored food safety and health code compliance and assisted restaurant staff in preparing for health inspector visits, which resulted in two passed inspections

Boosted customer experience by fielding questions and resolving complaints, which increased the restaurant's online star rating from two to three stars

Consistently upsold menu items and beverages, increasing overall sales by 20%.

Was successful in attaining budget expectations; sales exceeded projected budget by 5%

Implemented cost-saving measures in serving supplies and reduced waste, resulting in annual savings of $5,000.

Developed and executed a training program that resulted in a 15% improvement in staff efficiency and overall customer satisfaction.

NHIF-National Hospital Insurance Fund-Kenya (Attachment) Sept 2017-Nov 2017

Administrative Assistant

Key responsibilities:

Provision of administrative support to the supervisor and organization.

Registered incoming public card holders, demonstrated ability to maintain composure and work efficiently in a fast-paced environment while preserving strict confidentiality.

Conducted in coming public card holder’s interview to elicit necessary information for registration and assist in the range of registration.

Word processing and cards cropping updates in the NHIF system.

Filings and general records keeping plus database for information.

Provided an exceptional customer service and support to clients, resulting in a 98% satisfaction rate.

NANDOS (Oryx Food Services) - QATAR April 2012 – May 2015

Barista/ customer sales support

Key Responsibilities:

Production of soft beverages- fresh juices, coffee-cappuccino

Inventory management and refills,

Answering phone calls and Micros POS ordering.

Managing the order processing and using forecasts in stock production.

Awarded “Employee of the Month” two times and Hard worker of the month two times for outstanding performance and contributions to the team.

Recognized for providing exceptional customer service and positive feedback from patrons

Actively participated in staff meetings and provided valuable input that contributed to improvements in service quality and customer satisfaction.

Won and received monetary award for participating in our company’s drink competition.

Increased restaurant revenue by 25% through upselling techniques and suggestive selling methods.

Nyali Cinemax-Mombasa

Customer Service Sales Support March 2011 -Feb 2012

Key Responsibilities:

Production of Beverages-fresh juices

Ordering and refills of stock items.

Motivated co-workers by encouraging teamwork, rewarding positive behavior, and promoting optimism.

Successfully handled a high volume of customer orders during peak hours, maintaining order accuracy and timeliness.

Developed and maintained positive relationships with clients, resulting in a 95% retention rate.

Resolved 95% of customer inquiries within 3 minutes.

Implemented customer feedback to improve sales practices increasing customer satisfaction by 20% .

Consistently upsold menu items and beverages, increasing overall sales by 25%.

Little Chef Restaurant-Mombasa

Customer Service Sales Support – June 2004 - May 2009

Key Responsibilities:

Production of Beverages-fresh fruit juices.

Taking orders from customers and upsold items from the menu.

Ordering and refills of stock items.

Cas sales recording and receipting.

Received a certificate of merit recognition.

Consistently exceeded sales goals determined by management.

Successfully handled a high volume of customer orders during peak hours, maintaining order accuracy and timeliness.

REFEREES:

Hani Ibrahim, Branch Manager Nandos Qatar, Tel. +974-****-****,

Email: ad24q8@r.postjobfree.com

Martin Mugambi, Darajani Hotel- Mombasa, Tel +254-***-******

Email: ad24q8@r.postjobfree.com,

Contact this candidate