AGNES NDANU MUTUA
Dubai,
Summary
Dynamic customer service professional with a proven track record at Sarova Hotel, adept at problem resolution and active listening. Enhanced guest loyalty through empathetic complaint handling and effective conflict management. Skilled in team collaboration and time management, consistently delivering exceptional experiences that drive repeat business.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Sarova Hotel
08.2022 - 04.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Housekeeping Room Attendant
Bustani Hotel
01.2018 - 05.2022
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies, and requested guest supplies.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Contributed to positive guest experiences with meticulous attention to detail in all aspects of room cleaning and presentation.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
Education
Kenya Certificate of Primary Education -
Mukimwane Primary School
Kenya Certificate of Secondary Education -
Greenlands Highschool
Skills
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Computer proficiency
- Team collaboration
- Problem resolution
- Time management
- Scheduling
VISA
- Visit Visa:BK 601654
Timeline
Customer Service Representative
Sarova Hotel
08.2022 - 04.2024
Housekeeping Room Attendant
Bustani Hotel
01.2018 - 05.2022
Kenya Certificate of Primary Education -
Mukimwane Primary School
Kenya Certificate of Secondary Education -
Greenlands Highschool
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