Service Representative Energy

SOLOMON OLE SHAKEY

GUEST RELATIONS EXECUTIVE /CUSTOMER SERVICE AGENT

PERSONAL DETAILS

D.O.B: 29th March 1993 Telephone: +971*********

Marital Status: Single Email: ************@*****.***

Nationality: Kenyan Location: Dubai

PROFESSIONAL PROFILE

A passionate and a pioneering guest relations professional with an experience of over seven years in first class customer service, with a strong and extensive interpersonal and communication expertise as a Guest Relations Executive at Maison Privee, Guest Experience Maker at Dream inn Dubai, customer service representative in Emaar properties, Dubai marina and energy advisor in Mtwapa Energy centre, ministry of Energy Kenya .I have proven effective, in successfully providing unique customer satisfaction and resolving any queries or issues that may arise. I am highly seasoned at good verbal and written communication, effective time management skills, data entry and competent performance under pressure and highly dedicated to my work.

CAREER SUMMARY

Maison Privee Holiday Homes, Dubai (October 2019 - March 2021)

Guest Relations Executive.

Outline

Offering guests a personal recognition meet and white glove services by handling their reservations, inquiries and cancellation in a percipient, courteous and efficient manner.

Key Responsibilities

Welcoming Guests during check in and giving a found farewell to Guests while checking out.

Handling all guests without bias or prejudice.

Ensuring an efficient reception experience for guests, including check in, Check out and complete all relevant procedures as required.

Checking the property to ensure that company's high standards are met.

Responding promptly to calls and texts to ensure eminent guest experience are met.

Coordinating resolution tasks for challenging situation whilst keeping the customer informed of actions taken.

Managing difficult communications with valued guests who are unsatisfied with services, products or resolutions offered.

Collaborating effectively with members of concierge, security and building management.

Using upselling techniques to promote company services.

Collecting guests feedback during departure along with his likes and dislikes.

Ensuring the Guest Service Manager is fully aware of any relevant feedback from guest and or other departments.

Key Achievement/Projects

Managed to have guests extend their stay duebhigh level of service delivery.

Managed to have guests who stayed with us come back for our services.

Dream inn holiday homes, Dubai (April 2018 - July 2019)

Guest Experience Maker.

Outline

Welcoming guests during check in, ensuring they have high stand experience during their stay, all their queries and requests are met and giving a found farewell to guests while they check out.

Key Responsibilities

Assist guests with any issue or complaint with empathy and heedfulness to ensure guest is contented with the services.

Respond to enquiries over the telephone and email.

Ensuring that the quality of the services offered to the guests are as per the company expectation.

Provide amicable customer service to a variety of clientele through personalised conversation.

Collect and process reservation payments with outstanding balances, declined credit cards, late online reservation payments.

Offer additional services such as in house cleaning for guests, desert safari, interior decorations for specific occasions such as valentine.

Ensure all booking channels have correct content and pricing.

Marketing the company services to our customers.

Key Achievement/Projects

Managed an overall rating of 9 stars and above during my stay.

Enhanced improved sales for the additional services provided by the company.

Managed to have guests who stayed with us come back for our services.

Emaar, Dubai marina (May 2016 - April 2018)

Customer service representative

Outline

Fulfilling the needs of high end residents and owners, by providing them with quality information, necessary support and solution to benefit and ease their day-to-day livelihood.

Key Responsibilities

Providing professional consultation to the community, residents and owners.

Managing service providers, procurement and contractors.

Responding promptly to all services request and emergencies.

Promoting community spirit and resident engagement.

Invoicing and collecting access card, storage cage and transponders.

Offering complete administrative and secretarial support.

Ensuring regulatory compliance.

Establishing and maintaining occupants’ data.

Compiling monthly reports.

Key Achievement/Projects

Significantly helped reduce the hustle of applying and acquiring access card and transponders by revamping invoicing systems from Emaar offices to the comfort of their receptions.

Played a key role in troubleshooting follow up and enquiries procedures by ensuring an instant or less than twenty minutes problem-solution rule.

Achieved improved resident satisfaction from 45% to 65%, by taking monthly feedback about the services offered and asking them for their views and how they think i could improve.

Managed one year, four months being a team leader with my group being the best of all five communities with the least number of complains.

Mtwapa energy centre, Mombasa Kenya (Jan 2014 – Apr 2016)

Energy advisor

Outline

Responsible for providing professional and friendly advice on energy awareness, cheap and environment friendly sources of energy.

Key Responsibilities

Carried out home advice visits offering one-to-one advice, support and information.

Delivered events, advice surgeries, workshop and talks for community groups and the wider public.

Attended local events to promote the project.

Developed network of contacts including the local communities groups for project to work with.

Established and maintained database on renewable energy.

Received calls and answered any queries on energy awareness.

Produced a report on the success of how the information was received by the clients against the key performance indications with recommendation for future activities.

Key Achievement/Projects

Managed to convince the company to open a five day community open door event and visit different counties. This helped increase the number of people we reached out to from fifteen households to close to thirty households in a day.

Reached the objective to increase energy performance one week prior to the deadline for two times in a row.

Enhanced improved living standards of over one hundred middle and low class citizens by reducing their overhead cost for fuel and energy.

EDUCATION& QUALIFICATIONS

B.Sc. physics, second class – Masinde Muliro University of science and technology – 2015.

Computer studies, credit – Annex Computer College - 2010.

Kenya certificate secondary education, B+ – Kiserian seminary– 2010.

CORE SKILLS & STRENGTHS

Excellent communication & interpersonal skills.

Take my commitment to quality very seriously.

Energetic and enthusiastic approach to work

Highly self-motivated.

Strong listening and presentation skills.

The drive to go above and beyond.

Charismatic

Challenging spirit.

Ability to work under pressure in a highly competitive environment.

Proficient in various computerized skills.

Able to work in multicultural team.

Data entry experience.

References available upon request

Contact this candidate