**** - *******

ROSE NABUMBA

PROFESSIONAL SUMMARY

As an experienced Customer Service Agent and Receptionist, I have a proven track record of providing exceptional customer service to clients in a variety of settings. I have honed my skills through my work at Accor Hospitality, Expo 2020 Dubai, and the American Food Company. My strengths lie in my ability to respond quickly to customer inquiries, resolve complaints efficiently, and work well under pressure. I have provided guidance and support to visitors, managed front desk operations, and coordinated with various departments to ensure customer satisfaction. Additionally, I have successfully trained and mentored new hires to provide exceptional service to guests. My experience has taught me the importance of effective communication, attention to detail, and the ability to work collaboratively with team members to achieve success. I am confident in my ability to provide efficient, professional, and courteous service to customers, while ensuring the smooth functioning of the organization.

EXPERIENCE

Receptionist

ACCOR HOSPITALITY

•Managed front desk operations, including responding to guest inquiries via phone and email, and managing reservations efficiently and accurately.

•Coordinated with various departments to ensure customer satisfaction and seamless guest experience.

•Successfully resolved complaints and problems with quick thinking and proactive approach.

•Trained and mentored new hires to ensure they provide optimal service to guests.

•Collaborated with team members to ensure overall success of the hotel operations.

•Maintained accurate financial records, including daily balancing of cash and credit card transactions.

•Assisted guests with check-in and check-out procedures, handled reservations, and resolved complaints.

•Maintained accurate guest records and managed room availability.

•Provided exceptional customer service and ensured guests had a comfortable and enjoyable stay.

CONTACT

Dubai

+971*********

adxlr5@r.postjobfree.com

SKILLS

•Excellent communication skills

•Highly organized and efficient

•Proficient computer skills

•Customer-focused and approachable

•Problem-solving and critical-thinking

skills

•Attention to detail

ACHIEVEMENTS & AWARDS

•Increased customer satisfaction rating by

15% through resolving customer

complaints effectively and efficiently.

•Increased productivity by 20% by

streamlining processes and implementing

new technology to improve work efficiency.

•Implemented a new training program that

improved staff performance by 25% and

reduced staff turnover rate by 10%.

•Implemented a new marketing strategy

that resulted in a 25% increase in customer

acquisition and retention.

2021 - 2022

May. 2019 - Aug.

2021

Completed: 2011

Completed: 2008

Receptionist/Customer Service Agent

EXPO 2020 DUBAI

•Managed the reception desk and provided customer service to guests, stakeholders and employees.

•Greeted and assisted visitors with various inquiries.

•Answered incoming calls, scheduled meetings and delivered messages to appropriate personnel.

•Provided guidance and support to visitors, including providing timely information on multiple products and services and addressing their queries and issues.

•Maintained accurate attendance records, including verifying employee timecards and hours worked.

•Assisted with administrative tasks such as data entry, filing, and organizing documents to provide effective support to the team.

• Assisted in organizing events and maintained a high level of customer service.

Receptionist/Customer Service Agent

AMERICAN FOOD COMPANY - KFC Dubai Mall

•Managed customer service duties, which included responding to inbound calls and emails inquiries, and ensuring customer satisfaction.

•Utilized problem solving skills to effectively resolve customer complaints and concerns.

•Processed and tracked customer orders to deliver timely and accurate service.

•Reviewed customer feedback to pinpoint areas for improvement in the customer experience.

•Developed and administered training programs for new hires to provide optimal customer service.

•Coordinated with the marketing team to provide pertinent customer feedback to boost overall customer acquisition and retention.

EDUCATION

Diploma - In Hotel Management & Hospitality

YMCA KAMPALA - Uganda

Upper Class

High School Certificate

MUKONO HIGH SCHOOL - Advanced Level

REFERENCE

• Up on request

•Collaborated with cross-functional teams

to develop and implement a new corporate

social responsibility program that improved

the company’s public image.

•Successfully managed and resolved a

crisis situation that minimized negative

impact on the company’s reputation.

•Awarded with Certificate of Appreciation

at Expo2020Dubai

•Awarded with Certificate of Appreciation

at ADNH COMPUS UAE

•Awarded with Certificate of completion at

PMS SYSTEM

LANGUAGES

•English - fluent

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