Customer Service Success

MAUREEN MUTHONI IRUNGU

+*** (0-722****** / +254-***-***-*** *********@*****.***

ADMINISTRATION/FRONT OFFICE MANAGEMENT

CUSTOMER RELATIONS ~ CUSTOMER SUCCESS ~ CUSTOMER SERVICE Resourceful, purpose driven and highly efficient customer service professional, who combined studies with internships, volunteering and curricular achievements. Recognized for high level of commitment exceeding customer initiatives implementing performance improvements and conquering challenges to drive business forward. Pride in appearance and a warm personality combined with an in-depth understanding of customer management principles. Experienced in dealing with clients from different cultures & backgrounds with genuine desire to understand their needs and support them. My goal is to become a valuable mutual asset by providing efficient customer services that will contribute to organizational success.

Effective communication Time management Patience Brand Management Attentiveness Public Relations Coordination Performance Tracking Customer relationships Writing Skills Complex Problem Solving

Admirable experience in providing optimal customer services with excellent customer experience.

Skilled in handling the international customer service by satisfying their requirements.

A commitment to providing excellent service to visitors and co-workers who need information or direction.

Multi-tasking abilities with proficiency in organizing and managing different tasks.

Excellent at handling all types of clients and can relate with them by handling them professionally and serving them accurately and in a timely manner.

Excellent speaking and written communication skills so other workers and guests understand the company’s message.

Effective time management skills, allowing me to manage multiple deadlines.

Can handle criticism, put-downs, arrogance, persistence or patronizing behaviors.

Immense ability to make decisions in a fast-paced environment & accommodate a flexible work schedule.

Ability to verify all work schedules and follow proper documentation rules and policies and procedures.

Certificate in Business Management St Paul University (on going)

Diploma in Customer Service and Public Relations Ricatti Business School of EA

Kenya Certificate of Secondary Education Komothai Girls Tech High School KEY PROFESSIONAL SKILLS

EDUCATION & CREDENTIALS

CORE COMPETENCIES

Greeting office visitors and managing patient intake

Answering and routing incoming calls

Scheduling virtual and in person appointments

Filling medical reports/records and performing administration task

Managing doctors’ calendar and emails

Data Entry

Maintaining medical supplies and equipment’s

Key Achievements:

Resolved almost 85% of customer enquiries and complaints and followed up with clients to make sure customer satisfaction was always 100%.

Ensured that the quality of customer service was above par and recommended various improvements which greatly enhanced customer service relations.

Greeted and escorted customers to their tables.

Prepare seat arrangements and organize reservations to ensure guest satisfaction

Informed customers about the day’s specials.

Assists wait staff as needed

Maintain clean reception area

Courteously answer calls

Met with restaurant staff to review daily specials, changes on the menu and service specifications for reservations

(e.g. parties)

Provided excellent customer service to guests.

• Awarded a certificate of achievement upon completing a course entitled IHG - Suggestive Selling, February 2019

• Awarded a certificate upon participation and completion of a course on Fire Safety Training, September 2018

• Awarded a certificate for providing quality service at the Chaine Des Rotisseurs held at the Intercontinental Hotel, Nairobi, September 2017.

CAREER HIGHLIGHTS

Front Office Receptionist-Administration Psychcare Kenya LTD October 2021 to Date Hostess- Food and Beverage Department Inter - Continental October 2009 - October 2019 PROFESSIONAL TRAINING AND CERTIFICATION

• Awarded a certificate of achievement upon completing a course entitled IHG - Intercontinental Induction Course, September 2014:

• Certificate of achievement- room to grow. Trained on Be My Guest- A Guest Courtesy Programme covering Basic skills and Guest Relations, June - July 2009.

Certificate of achievement- Room to grow. Trained in the field of hygiene a successfully passed the exam in the areas of General Hygiene, Personal Hygiene and Introduction to Food Microbiology, Pest Control and Work Safety, March 2009.

Bray Owiti

Psychologist Psychcare Kenya LTD

Tel: +254*********; Email:****@*********.**.**

Annraidah W Kinyua

Customer Service Personnel Meridian Hospital Nairobi Tel(0-720******; Email :**********@*****.***

Linda A Odede

Office Manager,Tushinde Children’s Trust

Tel: +254 (0-717******; Email: **********.**@*****.*** REFERENCES

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