CURRICULUM VITAE

PERSONAL DETAILS

Name: Nelly Chepkoech Mwirotsi

Marital Status: Single

Nationality: Kenyan

Language: English and Swahili

Mobile No: +974-******** / 70019788

Email: addoxt@r.postjobfree.com

CAREER OBJECTIVE

Be an effective customer services attendant through the operation of all professionally set communication channels as in the area of operation, upholding all the highest standards in delivery of service.

PERSONAL ATTRIBUTES

I am experienced and innovative with sophisticated sales, customer service and business administration skills with strong communication and outstanding command of English language, both written and verbal, interpersonal and organizational skills. I have the ability to communicate fluently, effectively and efficiently. I believe in team work, it is in this spirit that success can be realized in any organization. I am sociable, interactive and adaptive in working with different nationalities and at different capacities.

PROFESSIONAL EXPERIENCE

Feb 2018-TO DATE

HARVEY NICHOLS DOHA-SALES ASSOCIATE

DOHA FESTIVAL CITY

• Provide exceptional customer service experience.

• Guarantee cross and up-selling for all products.

• Discuss with clients and give advice on general trends in fashion with luxury market.

• Build and strengthen relationships with customer.

• Ensure qualitative monitoring and updating of customer information according to the company tools.

• Product knowledge and understanding.

• Product replenishment and stock inventory.

• Maintain store functionality, maintenance and appropriate levels of product on salefloor, in line with corporate policies and procedures.

• Cashiering/pos.

• Employee of the month in July 2019.

Jan 2017-April 2017

CUSTOMER SERVICE

DOHA FESTIVAL CITY

• Customer Service-Providing a high standard of customer service to visitors

• Site Knowledge-in depth understanding of retail Centre to assist customer queries.

• Mall Collaterals-Maintain adequate stock of mall collaterals

• Resolution problem-Proactively resolving customers issues with the delegated level of authority.

• Emergency Aid-Provide basic level first aid service and emergency assistance to customer

• Management Support-Support inter-departments,providing management front line data to understand public opinion

• Coordination-Coordinate with other department within the mall, with respect relevant issues

May 2015- Jan 2017

GRANDHERITAGE HOTEL AND SPA / MOVEINPICK HOTEL

FRONT OFFICE TEAM LEADER

• Billing and cashiering

• Night Audit

• Receive guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure

• Maintain effective communication with all related departments to ensure smooth service delivery

• Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels

• Maintain good working relationship with all Front Office employees with particular emphasis on Front Desk Agents and Guest Services

• Supervise all Front Desk employees ensuring guests are taken care of in a professional and friendly manner

• Maintain an up to date knowledge of hotel and local services and supply information and respond to guest queries

• Verify all cashier closures of Front Desk Agents on shift end for billing and attachment accuracy

• Ensure all guest registrations are completed and correspond with Opera PMS guest information

Sep 2012- May 2015

GRANDHERITAGE HOTEL AND SPA

SENIOR GUEST RELATIONS OFFICER

Duties:

• Coordinate with Guest Relations Department and work in conjunction with the executive office and front office to ensure a personal welcome for all VIP arrivals and to assign/facilitate these greetings and escorts to rooms on arrival, and, when possible, a personal farewell upon departure.

• Sale and promotions for the hotel facilities to the guest.

• Do check in and check out and assist the reception.

• Ensure lobby and staff uphold all service levels and ambience of a luxury hotel environment.

• Participate in new hire selection and direct the training of new hires.

• Maintain Five Diamond/Five Star guest service standards among the concierge, bell, door, elevator, and other related front-of-house guest services staff.

• Ensure arrival time and method of arrival are known for VIP’s to be met curbside and escorted directly to their rooms. Direct all guest interaction from bell, door and elevator staff.

• Act as ambassador of hotel and assist in welcoming and comforting arriving guests who cannot get into their accommodations immediately upon arrival. Coordinate with front office in managing the expediting of the room’s preparations and communications with waiting guests.

• Ensure attention is placed on lobby activity and maintain a sense of control and coordination.

• Maintain a high level of professional appearance and demeanor of self and subordinates.

• Respond to all guest needs and requests in a timely manner.

• Provide effective communication to all departments of guests’ activities throughout their visits. Assist guest relations staff in obtaining servicing times and needs from guests to be shared with operational departments.

• Respond to all guest needs and requests in a timely manner.

Feb 2011- Sep 2012

GRANDHERITAGE HOTEL AND SPA

GUEST RELATIONS OFFICER

Duties:

• Sale and promotions for the hotel facilities to the guest.

• Guest focus and ensuring guest’s satisfaction.

• Provide the highest standards of customer service by demonstrating excellent knowledge of products and services

• Confirm all the events happening in the hotel.

• Confirm vip arrivals of the day.

• Promotes all the facilities of the hotel and knows the surrounding areas when asked for directions.

• Meet and greet arriving guests and bid them farewell as they leave.

• Escort vips to their rooms and check them in before they arrivals.

• Attends promptly to customers inquiries’ and assists them with their needs.

• Provides solutions to guests issues and concerns

• Logs the day’s activities in a logbook to ensure that the next person on duty is familiar with everything that needs extra attention.

• Familiar with the best place to tour, shops and dine.

• Interact with guests in the lobby,business center, everywhere.

• Help front office in any task and supervise the lobby and entrance.

May 2006- August 2008 KENYA NATIONAL HOSPITAL INSURANCE FUND [NHIF]

Cash office/Customer Service

Duties:

• Computerized accounting using Sage, Soft hole, and quick books program

• Ensured that all important messages, memorandums are properly disseminated.

• management and Customer care

• Writing reports, data compilation and processing correspondence requests

• Coordinating and Planning activities within a department

• Initiating the policy changes made by the management

• Revenue management and cash book maintenance

• Analysis book maintenance,claims and vote book

• Handling customers’ queries and complaints

Feb 2002 to March 2003 KENLINE INFOTEK AGENCIES LTD, KENYA.

Secretary / Receptionist

Duties:

• Reception and customer service duties.

• Open sort and distribute incoming correspondence including faxes and email

• Placed outgoing calls, received and screened incoming calls for all the departments.

• File and retrieve co-operate documents, records and reports.

• Organizing deliveries, bill payment, petty cash control and Banking.

• Maintain records, filing and files management

EDUCATIONAL BACKGROUND

April 2009 British council

International English language testing system

MAY – APRIL 2005-2006 Kenya School of Professional Studies

Advance diploma in information technology

MAY-APRIL 2004-2005

Kenya School of Professional Studies

Diploma in information technology

JAN-APRIL 2004:

Kenya School of Professional Studies

Certificate in Information technology

COMPUTER SKILLS – Strong computer skills includingMs Dos,Ms- Word, MS Access, Power point,E-mail and internet communication, Visual Basic, Dream weaver, Adobe, AutoCAD.

Quick books,Opera,Excel.

OTHER SKILLS-Driving knowledge (automatic and manual) with valid GCC license.

SPECIAL TRAINING AND WORKSHOPS ATTENDED

• 2007-2008 Global Voluntary Development Association. Position- youth volunteer

• 2006-Junior Achievements, youth volunteer

• 2004Alliance Francaised’Eldoret

• Customer Service, channels of communication used in customer service personnel.

• REFEREES- Upon request

Contact this candidate