Customer Service Associate
Resume:
Philomena
W. Mbugua,
PROFESSIONAL SUMMARY
With over five years of experience as an enthusiastic customer service representative and guest service attendant with a work ethic, I am a consummate, result-oriented individual with a keen interest in delivering optimal customer experience. With a proven track record of identifying and solving complex challenges, leading to substantial improvements, I excel in conveying complex ideas clearly and persuasively. I work collaboratively with colleagues to achieve shared goals and have successfully led and inspired teams to exceed targets and achieve remarkable outcomes. I employ meticulous organizational strategies to streamline processes and enhance efficiency. I possess an exceptional ability to swiftly grasp and proficiently master new concepts, which consistently propels me beyond the expected outcomes. CONTACT
292**-*****, Nairobi, Kenya
*****************@*****.***
https://www.linkedin.com/in/philomena-mbugua-846713133/ https://bold.pro/my/philomenaw-mbugua-230********* SOFT SKILLS
Telephone etiquette Communication Skills Active Listening Customer Oriented Attention to Detail Creativity Collaborative Partnership Skills Organizing Upselling techniques. TECHNOLOGY
Microsoft Word, PowerPoint, and Excel.
WORK EXPERIENCE
CUSTOMER ACQUISITION Volunteer (Remote) Compaira, Pinner 09/2023 – 01/2024
● Work closely with different departments to develop innovative solutions to functionality issues.
● Post jobs on LinkedIn and other different platforms on behalf of Compaira.
● Communicate ideas and solutions effectively to maintain positive, ongoing business relationships and customer service.
● Collect online resources to help with prospecting. Whereby I identify potential target groups and build effective conversations with them.
● Drive traffic to the company’s website ensuring the engagement and profitability of the website which is done through an advertising campaign such as a blog post.
● Use strong interpersonal communication skills to convey information to others.
● Fix identified issues to improve workflows.
● Manage Customer Support inquiries.
Food and Beverage Attendant Ole-sereni Hotel, Nairobi 08/2018 – 06/2022
Set and enforce performance and service standards to keep a consistent, high-quality environment devoted to customer satisfaction.
Worked with the POS system to place orders, manage bills, and handle complimentary items
Up-sell additional item when appropriate.
Trained new staff members on company policies and procedures.
Possessed a comprehensive understanding of food and beverage menu items and preparation techniques.
Served food and beverages promptly with focused attention to customer needs.
Answering inbound room service from the customer to take their order, answer questions and inquiries as well and provide information when needed.
Making menu recommendations, answering questions, and sharing additional information with a restaurant patron
Food and Beverage Attendant Aga Khan University Hospital, Nairobi 02/2017 – 08/2018
Addressed patient’s complaints and inquiries to verify satisfaction.
Set and enforced performance and service standards to keep a consistent, high-quality environment devoted to patient satisfaction.
Maintained clean and organized kitchen to comply with hygiene and health regulations.
Trained new wait staff on patient service expectations, proper food handling, and pavilion ward policies and procedures.
Performed consistent check-ins with the patients to ensure satisfaction and address complaints swiftly.
Taking patient food and beverage orders correctly and serving them EDUCATION
● Certificate – Food and Beverage Sales and Service Kenya Utalii College 09/2015 – 05/2017
TRAINING AND CERTIFICATIONS
● Coursera (Online), 2023: Project Management: Project management skills and business acumen skills.
● Alison (Online), 2022: Customer Service
REFERENCES
1. Susan Waithaka,
Restaurant Supervisor,
Ole-sereni Hotel.
Tel: +254*********.
Email: *************@*****.***
2. Philly Wairimu,
Unit Supervisor,
Aga Khan University Hospital.
Tel: +254*********.
Email: *******.**@*****.***
3. Grace Gichanga,
Lounge Supervisor,
Ole-sereni, Aspire Lounge unit JKIA.
Tel: +254*********.
Email: **************@*****.***
Contact this candidate