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Customer Care Service Representative

Location:
Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates
Salary:
5000
Posted:
May 20, 2020

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Resume:

CURRICULUM VITAE

MAKANDA J. AGNES

Discovery Garden, Dubai

Mobile: 052-*-***-***

E-mail: addb17@r.postjobfree.com

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

PERSONAL DETAILS

Date of Birth

:

21st January, 1988

Sex

:

Female

Nationality

:

Kenyan

Visa status

:

Employment Visa

Languages

:

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

Brand marketing

Query resolution

WORK EXPERIENCE

Company: Phanes Group Dubai December 2019 to date.

Designation:Administration Team Assistant Business support and Operations

Duties ;

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

Duties;

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

WORK EXPERIENCE

Company :Media One Hotel Dubai May 2014 To 2016 April

Designation :Department Trainer/Senior Telephone Operator

Duties;

Answers incoming calls.

Department trainer

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

Duties;

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

Duties;

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.

ACADEMIC QUALIFICATION

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



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