Relationship Management Customer Service

ESTHER NZILANI KARANU

074*-***-*** ️ ***********@*****.*** Nairobi, Kenya

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PROFESSIONAL SUMMARY

Dynamic and customer-focused Sales & Marketing professional with experience in the hospitality and retail sectors. Skilled in client relationship management, upselling products and services, stock control, and leading teams to achieve sales targets. Recognised for excellent interpersonal communication, attention to detail, and the ability to deliver results in fast-paced environments.

CORE SKILLS

• Sales & Upselling Techniques

• Customer Relationship Management

• Marketing Promotions & Campaign Support

• Stock Management & Inventory Control

• Team Supervision & Training

• Communication & Negotiation Skills

• Cash Handling & Point-of-Sale Systems

• Time Management & Organisation

PROFESSIONAL EXPERIENCE

Balson’s Bistro and Kitchen Serena – Barlady Stock Controller Supervisor July 2024 – June 2025

• Delivered exceptional customer service and promoted menu specials, increasing upsell sales.

• Managed stock levels, conducted regular inventory checks, and reduced wastage.

• Supervised and trained new staff, ensuring high service standards. Masai Utange – Waitress

Dec 2023 – June 2024

• Provided prompt and friendly service to guests, increasing repeat customer visits.

• Supported promotional campaigns and events to boost customer engagement. S Liquor Store – Cashier & Stock Controller

March 2023 – Sept 2023

• Processed customer purchases and maintained accurate financial records.

• Monitored inventory levels and liaised with suppliers to ensure timely restocking. Parkview Hotel – Receptionist

Aug 2022 – Jan 2023

• Managed guest check-in and check-out processes, improving front-office efficiency.

• Responded to inquiries and promoted hotel services, contributing to increased bookings. EDUCATION

Kenya Certificate of Secondary Education – Eaglerise Girls Secondary School (2017 – 2021) Kenya Certificate of Primary Education – St. Bright Academy (2008 – 2016) LANGUAGES

• English – Fluent (Written & Spoken)

• Swahili – Fluent (Written & Spoken)

REFERENCES

Available on request

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