Customer Service/ Guests Relations/ Telesales/ Contact Center
Resume:
Profile:
I’m a confident, dynamic, flexible,
friendly and always calm while
under pressure. I have excellent
interpersonal and communication
skills on both social and
professional level thus making me
a good team player able to relate
to people with diverse cultural
background in a variety of
contexts. With my experience I
have realized a strong technical
knowledge and understanding of
this industry trends.
SKILLS
Adaptability & Active
Listening.
Decision Making & Dual
Focus.
Employee Relations &
Management.
Leadership & Teamwork.
Performance Management.
Creative Thinking &Problem
Solving.
Conflict Resolution &
Customer Service.
Coaching & Teamwork.
Discretion and Ethics.
Able to present clearly
products and services
information.
COURSES & TRAININGS
PROGRAMS:
Telephone Skills and Customer
Care.
Covid19 Awareness.
Emotional Intelligence at
Work.
Time Management.
Officer-CRM
Meraas
2018 to October 2020
Concierge Lifestyle Coordinator
Meraas.
2016 - 2018
Coordinate concierge operations at City Walk residences by Meraas.
Handle customer complaints/ feedback and suggestions and find appropriate solution.
Assemble daily reports and escalate to the higher management.
Prepare duty roster for the concierge assistants.
Prepare daily briefings and relieve breaks.
Ensure grooming and high level of hygiene is maintained within the concierge desks.
Working hand in hand with the concierge assistants to make sure the residents needs/requests are solved professionally.
Assist with various lifestyle requests such us events, special reservations, excursions upon request by the residents.
Leading by example by ensuring that i act as the point of reference for our residents who need assistance.
Always rooting for team work to enhance staff relationship and efficient services to our residents.
Team Leader - Customer Service
Ejadah Management Dubai
2014-2016
Welcoming Clients and visitors with a smile
Treat Clients, visitors and tenants in a polite way making eye contact while communicating.
Provide highest and professional standards of customer service by demonstrating excellent knowledge of service.
WORK EXPERENCIES:
Handling between 70 – 100 inbound calls a day, over 30 emails together with live chats.
Attend to customer’s inquiries, following provided communicating scripts and company policies.
Offer personalized customer service by responding to the needs of the customers. Seize opportunity to upsell when opportunity arises.
Handle customer complaints/feedback, requests, suggestions and work hand in hand with other business units to make sure our customers are satisfied.
Taking that extra mile to make sure i build sustainable relationship with the customers.
Update company’s database in a comprehensible way.
Take the lead on various programs prepared by the company including training programs to improve my knowledge and performance level
Ensure that all day to day activities are performed on timely basis.
training programs to improve my knowledge and performance level.
Ensure that all day to day activities are performed on timely bases
Log in all conversations in our call center database in a comprehensible way.
Take the lead on various programs prepared by the company including training programs to improve my knowledge and performance level.
Ensure that all day to day activities are performed on timely bases
Attend and circulate general and specific information about U.A.E history.
Prepare and circulate clear information to guests of the events offered by the company.
Take the lead on various programs prepared by the company.
Conduct training for employees for specific jobs.
Ensure that all day to day activities are performed on timely bases.
Administer employee records for various requests.
Create new, unique and interesting day today activities for the guests. RAPHAEL THIONGO NGUGI
Officer – Customer Service Executive.
Cell: +971-*********
Email: ************@*****.***
Dubai, U.A.E.
UAE Driving License
TECHNICAL SKILLS:
CRM Oracle
MS. Office.
Cisco Finesse
ACCOMPLISHMENTS:
Promoted to Concierge
lifestyle coordinator based on
strong supervision skills.
Offered a call center officer
based on professional skills of
organizational behavior.
ACADEMIC
QUALIFICATIONS:
Diploma in Public Relations,
Customer care and Service.
From: Kenyatta University
Nairobi Kenya
(Attested)
Certificate in food & beverage
service skills, wine knowledge &
guest service.
From: Paragon Institute
(Attested)
Certificate in Computer packages
(Ms Office – Microsoft word, Excel
and Power point.
From: Kenya Christian Industrial
Training Institute.
(Attested)
O Levels
From: St Teresas High School
(Attested)
Butler
Ngerende Island Luxury Lodge(5 star)- Maasai Mara
2011-2014
In-Suite check-in and orientation.
Food and beverage service and sales.
Welcome drink on arrival.
Describe and recommend wines to customers.
Bring wine selections to tables with appropriate glasses, and pour the wines for customers.
Packing service.
Personalized wake-up call with tea or coffee.
Serving in-suite dining
Personal Shopper.
Travel Consultant including arranging appointments & itineraries.
Facilitate and manage in-suite receptions or dinner parties.
In-Suite check-out.
Personal Information:
Marital status:
Married
Gender:
Male
Visa Status:
Cancelled
References: Available upon request.
To assist and guide visitors requesting information to their destination.
Communicating all customer requests to management
Demonstrating effective communication when interacting with customers, co-workers and senior management.
Confirm all the new arrivals with documents and make certain they are displayed in appropriated time.
Answering and forwarding phone calls.
Making sure the client’s procedures and policies are implemented in the site.
Keeping the reception area tidy.
Setting up good behaviors and standards for my team.
Holding briefings before and after duty.
Organizing trainings for my team.
To report and/or prevent any occurrence that may be detrimental to the security of the.
Contact this candidate