Customer Service Care

CURRICULUM VITAE

CUSTOMER SERVICE

NAME : Jacinta Nthenya

SEX : Female

EMAIL : ***********@*****.***

MOBILE NUMBER : +971*********

VISA STATUS : Residence Visa

ADDRESS : Dubai, UAE

Professional Profile

‘A focused professional with strong experience in customer service and the proven ability to assist guest/customers with well in-formed selection of suitable products and services’

Demonstrates exceptional communication and relationship building skills, and encourages team collaboration in order to achieve excellent customer satisfaction. Customer –focused and experienced in front desk, guest service call center and in hospitality, with the proven ability to work towards and consistently exceed targets. Committed to the delivery of high service standards, with a dedication to delivering solutions, handling complaints and solving problems.

Core Skills

< Customer services < Customer Engagement <Client Relationships

< Call center Operations < Complaint Resolution < Problem Solving

< Team Collaboration < Business development < Problem Analysis

Career Summary

March 2020-Present Customer Service Receptionist

Movenpick Al mamzar Hotel Apartment

Outline

Work within customer service team, comprising of 10 members, to attend to guest inquiries and solve problems related to online bookings and requests

Key Responsibilities

Checked bookings and directed guest to the lift

Work in compliance with high standards company practices and in accordance with brand requirements, supported guest with decision making in terms of room category

Promptly attend to guest requests to meet and achieve exceeding targets and expectations

Received guest at the check-in desk, issued access card and sanitized their hands

Cashiering and payments follow up from long staying guest politely

Key Achievements

Recognised as an Online Star by frequent recognition by guests through positive online feedback

Nov 2019 –Feb 2020 Guest Service Agent [Operator]

Movenpick Al Mamzar Hotel Apartment

Outline

Worked within a team of 4 at the back office, send emails to guest and responded to their request; reported to the customer care manager

Key Responsibilities

●Provided advice, information and assistance to callers, and attempted to resolve all inquiries on first contact with the caller

●Utilised available resources to research required information for callers

●Worked towards call targets, essentially receiving up to 60daily incoming calls from guest

●Ensured that all telephone calls are answered promptly and that guest’s queries, request and complaints were resolved in line with key targets and procedures

●Applied a professional and courteous manner at all times, especially when handling guest complains

●Send emails to guest to answer enquiries and took ownership of all calls answered

Oct 2018 –Oct 2019 Customer Service [Waitress]

Movenpick al Mazar Hotel Apartment

Outline

Worked within a team of 14 to ensure the provision of exceptional customer service for valued customers on the restaurant floor

Key Responsibilities

●Ensured the delivery of excellent customer service when assisting guest in a professional and efficient manner

● Explaining to the guest the benefits they get for choosing our hotel, like[on-line bookings with pool access, buffet with given discounts and unlimited drinks]

●Following up pending bills and checks

●Checking the guest satisfaction in terms of our services and way of interaction to them

Key Achievements

Recognised as heartist Hero of the Week in recognition of Exceptional personalized heartist Service to the guest

Feb 2019-March 2019 Customer Service Assistance

Pre-Opening of

Movenpick Media City Hotel

Key Responsibilities

Ensured the delivery of excellent customer service when assisting for the arrangements, cleaning and doing set-ups for restaurants, bar and coffee shops

Education and Qualifications

Heartist Certificate

Online Star Certificate

Letter of Appreciation

High School Certificate

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