Cynthia .s. Anyona
Nairobi, Nairobi
Summary
Motivated professional with extensive experience in customer relationship management. Known for adaptability and attention to detail, contributing to team success and improved service quality through effective collaboration and communication.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Wefarm Kenya
Kitale
11.2023 - Current
- Assisted customers with inquiries and product information across various channels.
- Processed customer orders and returns using company software systems.
- Resolved customer complaints by identifying issues and providing effective solutions.
- Collaborated with team members to enhance service quality and efficiency.
- Maintained knowledge of current promotions and product offerings for accurate assistance.
- Documented customer interactions in the database for future reference and follow-up.
- Trained new staff on customer service protocols and best practices.
- Conducted surveys to gather feedback and improve customer satisfaction levels.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Strengthened customer retention by offering discount options.
- Supported sales team members to drive growth and development.
- Promoted available products and services to customers during service, account management and order calls.
- Updated databases with new and modified customer data.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Collected deposits or payments and arranged for billing.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Conducted regular follow-up calls with customers after resolving their issues.
- Implemented innovative methods for streamlining the customer service process.
- Identified opportunities for upselling additional products or services based on customer needs.
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Mentored junior team members and managed employee relationships.
- Provided top quality control and eliminated downtime to maximize revenue.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Excelled in exceeding daily credit card application goals.
- Prevented key account losses by researching discrepancies and correcting problems.
- Led on- and off-site customer support teams across multiple time zones.
- Contacted customers about potential service upgrades, new services and account changes.
- Oversaw warranty counseling process to manage expense controls.
- Surpassed sales goals through implementation of successful marketing strategies.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Took special orders in person and over telephone, generating additional revenue every month.
Room Reservations Agent
Kasarani Sportsview Hotel
Nairobi
11.2020 - 07.2022
- Managed room bookings using hotel reservation software efficiently.
- Assisted guests with inquiries to ensure a pleasant experience.
- Collaborated with housekeeping to verify room availability and readiness.
- Processed reservations and cancellations through multiple communication channels.
- Coordinated special requests for guests to enhance their stay satisfaction.
- Updated and maintained accurate records of guest information in the system.
- Responded to customer feedback and resolved issues promptly and professionally.
- Supported front desk operations during peak periods by managing call volume effectively.
- Prepared detailed reports on daily activities such as number of reservations taken by shift and total revenue generated per day.
- Processed guest check-ins and check-outs efficiently while maintaining accuracy of financial transactions.
- Collaborated with housekeeping staff to ensure that rooms were ready for occupancy at the requested time on each day of stay.
- Greeted guests upon arrival and provided information regarding hotel services, amenities, and local attractions.
- Updated reservation policies as needed based on market conditions or changes in business objectives.
- Maintained up-to-date knowledge of room availability, rates, packages, promotions, special events, and other related topics.
- Responded promptly to any complaints or problems from guests in a professional manner.
- Provided support during peak periods by covering shifts when necessary.
- Assisted guests with any special requests such as early and late check-in times or additional amenities in their room.
- Provided excellent customer service in person, via phone, and over email to resolve guest inquiries or issues quickly.
- Assisted in training new employees on proper procedures for taking reservations and interacting with guests.
- Monitored inventory levels of supplies needed for front desk operations such as key cards and stationery items.
- Participated actively in team meetings to share ideas for improving processes related to room reservations.
- Managed all reservations from beginning to end including taking requests for rooms, entering data into the system accurately and confirming bookings with customers.
- Verified accuracy of guest folios upon check out to prevent billing errors.
- Ensured that all safety protocols were followed when handling cash payments or credit card transactions.
- Reviewed reservations database regularly to identify trends or patterns in booking activity.
- Utilized computer software applications such as Microsoft Office Suite to manage records and generate reports.
- Developed relationships with corporate clients through regular follow ups after their stay was completed.
- Performed daily inspections of assigned areas to ensure compliance with cleanliness standards according to brand guidelines.
- Set up room blocks using group rooming lists to track and manage block room reservations.
- Assisted customers by responding to questions about services, amenities and local attractions.
- Applied discounts, noted special requests and updated reservations based on communications with customers.
- Generated maximum revenue using upselling and cross-selling techniques.
- Monitored room inventory to maintain updated knowledge of availability.
- Booked room reservations by quoting current room rates for specific travel dates and entering customer information into computer system.
- Input and confirmed reservations for guests.
- Assisted guests at check-in, providing information on various services within hotel.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Computed bills, collected payments and made change for guests.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
- Kept records of room availability and guest accounts, manually or using computers.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Deposited guest valuables in hotel safes or safe-deposit boxes.
- Arranged tours, taxis or restaurant reservations for customers.
- Posted incidental charges to ledgers, manually or by using computers.
- Transmitted and received messages using telephones or telephone switchboards.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
- Issued room keys and escort instructions to bellhops.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Verified customer credit to establish payment method for accommodations.
- Contacted housekeeping or maintenance staff to report room or building issues.
Education
High School Diploma -
Alison
Online03-2023
High School Diploma -
The Cooperative University Oif Kenya
Karen, Nairobi12-2020
Skills
- Hotel reservation software
- Room management
- Guest relations
- Payment processing
- Booking systems
- Customer relationship management
- Conflict resolution
- Effective communication
- Attention to detail
- Time management
- Calendar management
- Hotel industry experience
- Promotional awareness
- Social perceptiveness
- Team collaboration
- Upselling techniques
- Complaint management
- Language skills
Languages
English
First Language
French
Elementary (A2)
A2
German
Elementary (A2)
A2
References
References available upon request.
Timeline
Customer Service Representative
Wefarm Kenya
11.2023 - Current
Room Reservations Agent
Kasarani Sportsview Hotel
11.2020 - 07.2022
High School Diploma -
Alison
High School Diploma -
The Cooperative University Oif Kenya
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