MAKANDA J. AGNES
Discovery Garden, Dubai
OUTSTANDING CUSTOMER SERVICE REPRESENTATIVE
A result driven, committed and articulate Customer Service Representative with over 5 years of experience in sales, marketing,front office,back office, customer care, excellent communication skills and a high level of customer commitment. Possessing a good team spirit, deadline oriented and having the ability to succeed in various fields
Date of Birth
21st January, 1988
English French and Swahili
KEY SKILLS AND STRENGTHS
Having a friendly & professional manner.
Plenty of stamina
Excellent personal presentation and interpersonal skills
Passion for exceptional customer service
Good communication skills and an excellent telephone manner
Proven experience in launching new products.
AREAS OF EXPERTISE
Customer care & service
Company: Phanes Group Dubai December 2019 to date.
Designation:Administration Team Assistant Business support and Operations
Handling office tasks, such as filing, generating reports and presentations, setting up for meetings, and reordering supplies.
Providing real-time scheduling support by booking appointments and preventing conflicts.
Making travel arrangements, such as booking flights, cars, and making hotel and restaurant reservations.
Screening phone calls and routing callers to the appropriate party.
Using computers to generate reports, transcribe minutes from meetings, create presentations, and conduct research.
Greet and assist visitors.
Maintain polite and professional communication via phone, e-mail, and mail.
Anticipate the needs of others in order to ensure their seamless and positive experience..
Handling petty cash and basic accounting
Organizing of company events like team.building,anniversaries,birthdays .
In charge of office supplies and logistics .
Preparing of Purchase order and budgeting .
Arranging pick and drop off of courier .
Company : Media One Hotel Dubai May 2016 to November 2019
Designation : Team Leader Reservations Agent Sales& Marketing
Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral.
Processes reservations from the sales office, other hotel departments, and travel agents.
Knows the type of rooms available as well as their location and layout.
Knows the selling status, rates, and benefits of all packages plans.
Knows the credit policy of the hotel and how to code each reservation.
Determines room rates based on the selling tactics of the hotel.
Prepares letters of confirmation.
Communicates reservation information to the front desk.
Processes cancellations and modifications and promptly relays this information to the front desk.
Understands the hotel's policy on guaranteed reservations and no-shows.
Processes advance deposits on reservations.
Tracks future room availabilities on the basis of reservations.
Helps develop room revenue and occupancy forecasts..
Handles daily correspondence. Responds to inquires and makes reservations as needed.
Makes sure that files are kept up to date.
Maintains a clean and neat appearance and work area at all times.
Promotes goodwill by beings courteous, friendly, and helpful to guests, managers, and fellow employees.
Walk around with the client and ensuring that they secure whatever services they are in need of.
Getting information about areas of interest in order to target more clients in particular seasons.
Making arrangements for clients travel programs.
Making arrangements for clients Visa
Processing Visa deposit fee refund to corporate clients upon exit
Preparing monthly Roster and fixing time amendment sheet
To be aware of all front office procedures and assist with reception duties when required.
To be fully aware of and adhere to health and safety, fire and bomb threat procedures.
Willing to undertake any reasonable request made by management in any other areas of the house.
Open and close the availability as and when required of hotel in all the GDS channels, IDS,OTA channels and on the hotel website.
Configuring rates on the hotels property management system
Company :Media One Hotel Dubai May 2014 To 2016 April
Designation :Department Trainer/Senior Telephone Operator
Answers incoming calls.
Pre auth the Credit card to guarantee guest stay
Coordinate with reservation through email in regards to 6PM bookings
Updating guest profiles in Opera
Calculating of DSR Report and updating the analysis
Taking booking details and email to reservation
Training new joiners to the department on Business goals and personal goals including Mystery shopper & Trip advisor.
Up sells of rooms, transport late check out and Food and beverage packages
In charge of loyalty card programs including F&B and rooms and Health club
Train and coordinates with every department on how to use HOTSOS
Taking charge of CID and sending daily check inn and check out to Emirates gates and Dubai Authorities
Directs call to guest rooms, staff, departments through PBX.
Places outgoing calls.
Receives guest messages and deliver the same to the guest.
Logs all wake-up call requests and performs wake-up call services.
Provides information about hotel services to guests.
Understand the telephone operator board or PBX switchboard
Knows what action to take when an emergency call is required.
Monitors automated systems including fire alarms and telephone equipment
Company : SP Corporation DIFC Dubai
Designation : Customer Service Representative April, 2012 to March, 2014
Welcoming Clients to the premises in a polite, friendly and helpful manner.
Answering telephone inquiries promptly & professionally & transferring calls on.
Train new employees in administrative tasks within the department
Maintain records and file data according to category
Oversee payroll systems to ensure smooth running
Provide information and literature about the Mall in person and via telephone.
Company: Wilson AirPort Nairobi Kenya
Designation: Ground Hostess crew 2010 Jan, to February, 2012
Facilitate movement of passengers through terminal and create goodwill:
Greet and welcoming passengers to terminal.
Answering queries and advising passengers concerning flight schedules
Location of concourses and gates, and selection of seat on aircraft.
Assembling and forwarding luggage to departing flight,
Guiding and escorting passengers to designated gate for boarding of aircraft
Distributes brochures to promote interest and sale of air travel.
Informs passengers of terminal facilities, such as rest rooms and promotions
Promoting comfort and well being of passengers.
Certificate Train The Trainer
High School Certificate (Advanced level)
Certificate in Customer Care
Certificate in Microsoft Office Applications
Certificate for fire and Safety
DALF Diploma in French Language and Tourism