Customer Care Front Office
Resume:
NAKALEMBE GLORIA
Location: Kampala, Uganda
Telephone: +256-********* / +256-*********
Email address: ***************@*****.***
PROFESSIONAL PROFILE
A confident and a highly organized administrative professional and entrepreneur with about 3 years of experience in busy office and reception environments hence rapidly learning processes applicable to in-house operations .
Due to the expencience I have achieved from my previous work places, I have acquitted myself excellently with Microsoft word, excel, outlook and power point and being the first contact in person, by email and on the telephone, am able to use my friendly and approachable character to go an extra mile to assist my colleagues and customers in order to achieve company goals and objectives.
CORE SKILLS
Operating the switch board
Office protocols and Procedures
Customer care services
Excellent in Microsoft ward, PowerPoint, outlook and excel
Supportive team player and a leader
Report writing and editing
Excellent in communication and interpersonal skills
Preparation of reports
Cashiering
WORKING EXPERIENCE AND VOLUNTEER EXPERIENCE:
4th February 2019 to date Pearl Food Parlor Restaurant
Business partner and Manager
JOB DUTIES
Marketing of the restaurant’s products through
Customer care and customer satisfaction with the food and service rendered
Solving customer complaints through service recovery
Hiring of staff to work at the restaurant
Producing sales and expenditure reports on a daily basis
Obtaining customer comments about the food, service and the restaurant in general through one on one conversations
ACHIVEMENTS;
Increased level of sales by about 45% thus high revenue per month due to my excellent customer care services which in return made majority of our customers feel at home while dinning with us.
Minimizing irrelevant and avoidable costs like transportation costs attained from picking up food supplies from the market by making contracts with suppliers to deliver food supplies directly to the restaurant.
Trained 3 staff who are now among our permanent staff at the restaurant
14th May 2018 till to 25th Nov 2018 Naguru Skyz Hotel
Working at Skyz Hotel in Kampala Uganda as a Front Desk Agent (Receptionist) for 8 months so far where I was tasked with the following duties and Responsibilities
Welcoming guests to the hotel in a professional and Confortable manner as per Marriott Standards
Operating the Switch Board
Checking in and Briefing guest about the hotel and its services
Listening and answering guests’ Inquiries
Ensuring that guests’ complaints are solved
Cashiering which involves receiving payment (cash, Credit cards, Cheques and Mobile money payments ) physically and into the software system( Ezee Software )
Making guests’ key card as per the number of days booked using Vision line software
Checking out guests’ and getting feedback about their stay at the hotel through Guest feedback forms.
ACHIEVEMENTS
Achieved 80% guest satisfaction score based on feedback forms and online guest comment apps like trip advisor, Booking.com
Promoted sales to
Handled successfully 50 and above phone calls on a daily basis without any complaint when I was working at Naguru skyz Hotel
15th September 2017 to 12th April 2018 Marasa Africa (Chobe Safari Lodge)
Worked at Chobe safari lodge in Murchison falls National Park as a Guest Relations Officer for 9 months where I was tasked with the following duties and responsibilities.
Relieving receptionists and hostess
Operating the Switch Board
Interacting with guests to make sure that they are having a comfortable and pleasant stay at the hotel
Obtaining and solving guest comments
Typing and updating guests’ Reports for example restaurant guest comment report, nationality report, VIP report and guest comment report
Emailing all guests’ Comments to my bosses
Duty Managing at the hotel every Thursday
Making reservations in Fidelio software package system
Cashiering which would involve cash, credit card and mobile money transactions
Inspecting guests facilities like rooms, spa and gym, restaurant and swimming pool areas to make sure that they are clean and ready for use
ACHIEVEMENTS
Acquired about 70% of guests information for example guests’ names, contact, address, nationality, service satisfaction and comments for future use like marketing, service recovery and data analysis.
Managed to solve guests’ comments to my capability thus ensuring that guests attained total product and service satisfaction hence promoting sales .
Prepared and updated reports like guest comment report, guest nationality report, VIP guest report for future use and consultation.
22nd February 2017 to 11th September 2017 Marasa Africa (Aberdare Country Club Kenya)
Trained at the Aberdare Country Club at Front Office departments for 8 months were I was tasked with the following responsibilities respectively.
Operating the Switch Board
Welcoming guests to the country club
Checking in guests both physically and in the system using Opera software package
Directing guests to the rooms and making sure that all is well as per the reservation
Checking out guests both physically and in the system using Opera software package
ACHIEVEMENTS
Acquired practical knowledge and exposure in the employment world
Saved money for the hotel by working as the hotel’s guest relations .
Identified guest problems and solved what was in my capability to solve.
Contributed to good customer service
Carried out data collection about “Factors affecting health promotion practices for Non-communicable diseases by community pharmacists in Wakiso district ”.which basically involved use of a questionnaires and direct interviews of a sample size of 60 pharmacists working at pharmacies in Wakiso districts especially from counties like Nabweru, Nansana, Kireka, Entebbe, Byeyogerereetc within 3 weeks
Worked as a part time computer instuctuctor at Ham vocational training school for 4 months where I tutored students about the Basic Computor Applications, Microsoft Word, Excel and PowerPoint
Carried out a research project about “Business Acumen and Unemployment in Uganda.” at Makerere University which involved Identifying a problematic situation in Uganda thus formulating the study topic, creating the study objectives, carrying out thorough research about the study topic, data collection, Editing, Coding and Analysis and finally making a conclusion, recommendations and future studies about the study topic
Trained at Mityana District Local Government in the finance and Planning department for 3 months and my tasks and responsibilities included: Filing of reports, Taking of minutes of some of the meetings held the local government, Inspection of local government resources for example county offices, bore holes and wells, roads to mention but a few, Assessing and Auditing Mityana local government sources of revenue and expenditures definitely with the supervision of the district planner and his team
Participated in the Ready to work training programme about people skills, working skills, money skills and entrepreneurship skills organized by Barclays bank Uganda in partnership with brighter Monday Uganda
EDUCATION BACKGROUND
Makerere University
Bachelor of Science in Business Statistics
(2013 – 2016)
Makerere high school Migadde
Universal Advanced Certificate of Education (UACE)
(2011-2012)
WampeewoNtakke secondary school
Universal Certificate of Education (UCE)
(2007-2010)
LANGUAGES:
English – fluent at specking, writing and reading.
Luganda – fluentat specking, writing and reading.
Acholi - good at specking, writing and reading.
INTERESTS:
Interacting with people to identify how I can help them plus attaining relevant and useful information that helps expand my knowledge and skills for further growth and development of my career.
Adventure and travel
Sports most especially sports that involve use of balls.
Watching interesting documentaries and movies
REFEREES
MS. Keturah Amulo
Business Partner at Pearl Food Parlour
+256-********* / +256-*********
************@*****.***
Ms. ShamimNakidde
Front Office Supervisor at Chobe Safari Lodge
+256-********* / +256-*********
************@*****.***
Ms. Linda Nambalirwa
Assistant Front Office Manager at Skyz Hotel
nambalilwalinda@ gmail.com
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