Customer Service Front Desk

JOAN MURUGI

KARIMI

CUSTOMER SERVICE, HOSPIT ALITY, AND

ADMINI ST RAT IVE SUPPORT

CONTACT INFO

Email: ****************@*****.***

Phone: +254-***-***-***

Location: Kenya

PERSONAL PROFILE

Customer-focused professional with extensive experience in customer service, guest relations, and administrative support. Proven track record in online fraud prevention, live chat management, and team collaboration. Recognized for delivering exceptional service, driving operational efficiency, and fostering positive customer experiences in dynamic environments. KEY SKILLS

Customer Service & Guest Relations

Front Desk Operations & Administration

Online Fraud Prevention & Zendesk System Support

Sales, Marketing & Reservations

Online Back Office Support

Teamwork, Communication & Interpersonal Skills

Bilingual: Fluent in English and Swahili

PROFESSIONAL EXPERIENCE

Customer Service Associate

Ecom Services Limited

February 2020 – March 2025

Roles

Online profile and photo moderation for users’ profiles. Worked on data entry for online customers’ profiles. Resolved customer issues via live chat, email, and phone support using Zendesk. Implemented fraud prevention strategies to safeguard online transactions. Utilized a suite of digital collaboration software for content management, communication, and remote team management, including Slack and Zoom.

Promoted team wellness initiatives, enhancing overall productivity. Provided back-office support to maintain seamless operational processes. Front Office Receptionist

Nokras Riverine Hotel and Spa

February 2019 – January 2020

Roles

Managed check-ins, bookings, and guest inquiries with a focus on superior service delivery. Oversaw billing and daily sales reporting, ensuring financial accuracy. Coordinated front desk operations to enhance guest satisfaction. Intern – Food & Beverage Service, Front Office

Nairobi Golf Club

July 2017 – August 2017

Roles

Delivered exceptional food and beverage service to guests. Assisted with front office tasks, including guest interactions and inquiries. Intern – Housekeeping, Kitchen, Front Office

Miale The Hotel

May 2016 – August 2016

Roles

Gained hands-on experience in housekeeping, kitchen operations, and front desk services. Customer Care & Events Coordination Intern

Moi University Guest House

October 2015 – April 2016

Roles

Supported events coordination and provided exceptional customer care services. Assisted with logistical arrangements for events and guest stays. EDUCATION

Bachelor of Science in Hotels and Hospitality Management Moi University

2014 – 2018

Kenya Certificate of Secondary Education (KCSE)

Kabare Girls High School,

2010 – 2013

Kenya Certificate of Primary Education (KCPE)

Technology Primary School

2002 – 2009

ACHIEVEMENTS

Employee of the Month, Ecom Services Limited, July 2024 Employee of the Month, Nokras Riverine Hotel and Spa, April 2019 Vice Chairperson, Hotels & Hospitality Association, Moi University, 2017 – 2018 INTERESTS

Traveling and exploring diverse cultures

Research and continuous learning

Community work and volunteering

Team building and wellness initiatives

CERTIFICATIONS

Customer Service Experience, Image and Business Etiquette Skills Dolphins Training and Consultants Ltd, May 2024

Fire Marshal Training

Unsafe Fire and safety consultancy Ltd

REFERENCES

1. Catherine Nderitu

Ecom Services Ltd

Phone: +254-***-***-***

2. Rachel Kienjeku

The Monarch Hotel Kilimani

Phone: +254-***-***-***

3. Ms. Rita Schulz

Hotel and Hospitality Department, Moi University

Phone: +254-***-***-***

Contact this candidate