MARCELLINE ZIGHE MWANDOE

Contact: +971-**-***-****

Email : adtcjh@r.postjobfree.com

CAREER SUMMARY:

Results-oriented Customer Service Agent with 4 years demonstrated success in solving complex problems and identifying powerful solutions. Demonstrated ability to provide outstanding customer service and exceed customer expectations. Capable of building immediate positive customer rapport and long-term loyalty.

SUMMARY OF SKILLS:

● Excellent communications skills with a focus on customer service.

● Strong knowledge of food & beverage policies and procedures.

● Exceptional organizational and time management skills.

● Skilled in inventory management and product demonstration.

● Expertise in hospitality and customer relations.

● Ability to stand for extended periods of time.

● Multi-tasker and ability to work with minimal supervision. PROFESSIONAL EXPERIENCE:

Company: Private Family (Dubai – UAE) 01/2020 – Present. Position: Housekeeping Attendant.

Achievements/Tasks.

● Responsible for keeping the apartments clean and tidy – all facilities and common areas.

● Ensures all areas are cleaned completely, thoroughly and wiped down for positive guest experiences.

● Followed regulations and safety procedures to clean upholstered furniture and prevent infection.

● Gathered adequate knowledge about cleaning standards, procedures and requirements to increase efficiency in my work.

● Cleaned and maintained the cleaning tools including vacuum cleaner and brooms.

● Maintained a proper inventory movement for the cleaning tools and materials and ensured to replenish them promptly without disrupting operations.

● Cleaned the bedrooms and kept beddings neat and clean by washing, drying and folding beddings and towels.

● Maintained the durability of equipment and appliances by using them in an efficient and effective manner and reported any defects/damages on time. Company: Lavender Hotels and Resort (Kilifi - Kenya) 02/2018 – 12/2019. Position: Waitress.

Achievements/Tasks.

● In charge of excellent customer service and resolved customer inquiries and complaints in a professional and friendly manner that ensured customer satisfaction.

● Increased sales through upselling and cross-selling by meticulously assisting guests to make menu selections.

● Trained 4 new waitresses on sequence of service best practices which enhanced the image and brand of the hotel.

● Gathered adequate knowledge of current menu items, garnishes, ingredients, and preparation methods which boosted my efficiency at work and increased sales.

● Managed 2 successful private corporate events that resulted in repeat bookings and significant revenue for the business.

● Monitored dining tables to ensure excellent guest experiences and recommended add-on meals to the guests to increase restaurant sales.

● Awarded “Employee of the month 10/2018” for effectively assisting guests with special requests including allergies and dietary needs.

● Adhered to quality expectations and standards thereby improving the hotel image. Company: Bless Enterprises Limited (Nairobi - Kenya) 07/2017 – 01/2018. Position: Sales Associate.

Achievements/Tasks.

● Maintained professionalism to customer questions about products, prices, availability, product uses, and credit terms.

● Operated POS system to handle payments and managed closing duties including restocking items and reconciliation of the cash drawer.

● Gathered extensive knowledge of all merchandise, used it to match my clients with absolute perfect products and increased sales.

● Initiated the use of social media accounts and generated great leads that grew customer base by 25%.

● Maintained a tidy and professional workspace that was both attractive and welcoming to new and returning customers.

● Increased sales and customer service levels after the management reviewed and decided on corrective measures from the daily sales reports that I prepared. AREAS OF EXPERTISE:

-Client relations, -Problem resolution, -Relationship Management, -Team collaboration,

-Time Management, - Inventory Management, -Continuous improvement, - Order processing and bill generation, -Food handling, -Fast learner, -Upselling and Cross-selling. EDUCATION:

2021 - Zabeel International Institute of Technology (Dubai – UAE); Certificate in Customer Service, Medical Emergency & Flight Attendant duties. 2017 - Youth Vocational Institute (Mombasa – Kenya); Diploma in Hospitality & Beauty Therapy.

2016 - Youth Vocational Institute (Mombasa – Kenya); Computer Packages including MS Word, MS Excel, PowerPoint, MS Access, Outlook, Internet. REFERENCE: Furnished upon request.

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