MAUREEN MUTHONI IRUNGU

+*** (0-722****** / +***(0) 722 856 178 ad4vib@r.postjobfree.com

CUSTOMER SERVICE MANAGEMENT

FRONT OFFICE ~ RECEPTIONIST ~ ADMINISTRATION ASSIATANT Resourceful, purpose driven and highly efficient hospitality and customer service professional, who combined studies with internships, volunteering and curricular achievements. Recognized for a high level of commitment exceeding customer initiatives implementing performance improvements and conquering challenges to drive business forward. Pride in appearance and a warm personality combined with an in-depth understanding of hospitality management principles. Experienced in dealing with clients from different cultures & backgrounds with genuine desire to understand their needs and support them. My goal is to become a valuable mutual asset by providing efficient customer service and hospitality management services that will contribute to organizational success. Effective communication Employee Motivation Service Oriented Brand Management Hospitality Management Personnel Management Relationship Management Food and Beverage Service Public Relations Coordination Performance Tracking Customer relationships Process Implementation Guest Relations Complex Problem Solving

Admirable experience in providing optimal customer services with excellent customer experience.

Skilled in handling international customer service by satisfying their requirements.

A commitment to providing excellent service to visitors and co-workers who need information or direction.

Multi-tasking abilities with proficiency in organizing and managing different tasks.

Excellent at handling all types of clients and can relate with them by handling them professionally and serving them accurately and in a timely manner.

Excellent speaking and written communication skills so other workers and guests understand the company’s message.

Effective time management skills, allowing me to manage multiple deadlines.

Sound knowledge of food and beverage service techniques, menus and drink lists.

Can handle criticism, put-downs, arrogance, persistence or patronizing behaviors.

Immense ability to make decisions in a fast-paced environment & accommodate a flexible work schedule.

Ability to verify all work schedules and follow proper documentation rules and policies and procedures.

Diploma in Customer Service -Ricatti Business College of EA

Diploma in Public Relation-Trans-Hemisphere College

Kenya Certificate of Secondary Education (K.C.S.E)Komothai Girls Technical High School Key Contributions & Results:

Greeting office visitors and managing patient intake

Answering and routing incoming calls

Scheduling virtual and in person appointments

Filling medical reports/records and performing other administration duties as required

Managing the Doctors calendar and emails

Data Entry

Filing and organizing patient documents

Maintaining Medical supplies and equipments

Key Achievements:

Resolved almost 85% of customer enquiries and complaints and followed up with clients to make sure customer satisfaction was always 100%.

Ensured that the quality of customer service was above par and recommended various improvements which greatly enhanced customer service relations.

Exuded team work that ensured smooth coordination in the workplace. Key Contributions & Results:

Meet,Greet and Escorted customers to their respective tables

Presented the menus and provided detailed information when asked

Manage reservations

Monitor restaurant activities to determine seating dinning flow

Coordinate with the kitchen staff on food menu and labelling

Kept records of customer interactions, transactions, comments and complaints.

Communicated and coordinated with colleagues as necessary.

Provided feedback on the efficiency of the customer service process.

Managed a team of junior customer service representatives.

Ensured customer satisfaction and provide professional customer support.

● Awarded a certificate of achievement upon completing a course entitled IHG - Suggestive Selling, February 2019

● Awarded a certificate upon participation and completion of a course on Fire Safety Training, September 2018

● Awarded a certificate for providing quality service at the Chaine Des Rotisseurs held at the Intercontinental Hotel, Nairobi, September 2017.

● Awarded a certificate of achievement upon completing a course entitled IHG - Intercontinental Induction Course, September 2014:

● Awarded a certificate of achievement upon successfully passing an exam covering the area of general hygiene, personal hygiene, introduction to food microbiology, pest control and work safety at the Hotel Inter-continental, Nairobi, July 2014.

● Awarded a certificate of achievement upon successful completion of the Intercontinental Hotels and Resort Orientation, June 2012.

● Certificate of achievement- room to grow. Trained on Be My Guest- A Guest Courtesy Programme covering Basic skills and Guest Relations, June - July 2009.

● Certificate of achievement- Room to grow. Trained in the field of hygiene a successfully passed the exam in the areas of General Hygiene, Personal Hygiene and Introduction to Food Microbiology, Pest Control and Work Safety, March 2009.

Annraidah Wanjiru Kinyua

Customer Relation,Meridian Equator Hospital

Tel: +254 (0-722******; Email: ad4vib@r.postjobfree.com Michael Munene Marire

Maitre'd Intercontinental Hotel Nairobi

Tel: +254 (0-739-***-***; Email:

Linda Anyango Odede

Office Manager,Tushinde Children's Trust

Tel: +254 (0-717******; Email: ad4vib@r.postjobfree.com

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