Executive customer service representative.
Resume:
DENISE KALEKYE
P. O. BOX ***** – ***** NAIROBI, KENYA.
EMAIL: **********@*****.***
TEL: +254*********
PROFILE SUMMARY
Seasoned and service oriented customer care with four years Professional background in the service industry. Equipped with sound decisions making abilities, analytical skills, effective planning, and problem solving skills. Experienced in hand customer handling roles with proven ability in listening and understanding information and ideas presented by the clients.
EDUCATION
● Diploma in French –Alliance Francaise; November 2020 – To Date.
● Cabin crew training license – Bush Air Safaris; Jan 2019– June 2019
● Diploma in Travel & Tourism and Hospitality – (IATA Training & development institute) Air Travel and Related Studies Centre; April 2014 – March 2015
● Certificate in International Airline and Cabin Crew – Zetech University; Jan 2014– April 2014
● Certificate in Computer Packages – Griffins College; Jan 2014 – March 2014
● Kenya Certificate of Secondary Education– Lockwood Girls High School 2013 KEY SKILLS AND COMPETENCIES ACQUIRED
● Fast learner and open minded
● Excellent communication and negotiation techniques and skills
● Prioritizing, time management and organizational skills
● Relationship management skills and openness to feedback
● Highly self-motivated and ambitious in achieving goals.
● Computer Literate
● An in depth experience in Customer Service
● Self-knowledge (Strength and weakness)
● Customer and personal service
● Good multi-tasking skills
WORK HISTORY
Customer Care Representative,
International Swiss Lenana Mount Hotel, August 2020- Feb 2021 Duties and Responsibilities
● Maintained and developed good relationship with customers through personal contact, meetings and telephone
● Performed all check-in and check-out tasks
● Managed online and phone reservations
● Informed customers about payment methods and verify their credit card data
● Registered guests collecting necessary information (like contact details and exact dates of their stay)
● Welcome guests upon their arrival and assign rooms
● Provided information about our hotel, available rooms, rates and amenities
● Responded to clients’ complaints in a timely and professional manner
● Liaised with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
● Confirmed group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
● Upsell additional facilities and services, when appropriate
● Maintained and updated records of bookings and payments
● Acted as a bridge between the company, its current market and future markets.
● Displayed efficiency in gathering market and customer info to enable negotiations regarding variations in prices, delivery and customer specifications to their managers.
● Collaborate with team members to achieve better results
● Gathered feedback from customers and shared with internal teams Flight Attendant/Customer Care,
Bush Air Safaris, June2019 – March 2020
Duties and Responsibilities
● Verify that first aid kits and other emergency equipment, including fire extinguishers and oxygen bottles, are in working order.
● Direct and assist passengers in emergency procedures, such as evacuating a plane following an emergency landing.
● Announce and demonstrate safety and emergency procedures, such as the use of oxygen masks, seat belts, and life jackets.
● Open and close doors for passengers.
● Check to ensure that food, beverages, blankets, reading material, emergency equipment, and other supplies are aboard and are in adequate supply.
● Respond to passengers' questions, requests, or complaints.
● Explain and demonstrate safety procedures and safety equipment use.
● Count and verify tickets and seat reservations and record numbers of passengers boarding and disembarking.
● Issue and collect passenger boarding passes and transfers, tearing or punching tickets as necessary to prevent reuse.
● Prepare reports showing places of departure and destination, passenger ticket numbers, meal and beverage inventories, the conditions of cabin equipment, and any problems encountered by passengers. Customer Service Supervisor,
Topstar Casino Feb 2018 -April 2019
Duties and Responsibilities
● Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
● Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material.
● Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs.
● Schedule and confirm appointments for clients.
● Supervise other clerical staff and provide training and orientation to new staff. Customer care
Turkish Airlines Lounge,January 2016 - December 2017 Duties and Responsibilities
● Supervise and participate in kitchen and dining area cleaning activities.
● Resolve customer complaints regarding food service.
● Assign duties, responsibilities, and work stations to employees in accordance with work requirements.
● Present bills and accept payments.
● Record production, operational, and personnel data on specified forms.
● Evaluate new products for usefulness and suitability. INTERESTS AND HOBBIES
● Participating in Charity work
● Team building
● Travelling and Socializing
● Reading
REFEREES:
MR.GEORGE BIWOTT
Training Instructor.
Bush Air Safaris.
Cell Phone: +254*********
MR. JAMES THUO
Senior Supervisor.
Swiss Lenana Mount Hotel.
Official number
MR. GREGORY OCHIENG
Operations Officer.
Safarilink.
Cell phone +254********
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