EMMALISA WANJA NZAUI
Nairobi
Summary
Self-driven, ambitious, and innovative professional with strong interpersonal skills. Prioritizes honesty and integrity in all aspects of work. Focuses on delivering exceptional support to meet customer needs, effectively managing concerns and resolving conflicts to maximize satisfaction. Solid background in customer relations and communication. Eager to leverage expertise and enthusiasm in a dynamic corporate environment to make a positive impact.
Overview
1
1
Certification
Work History
Front desk agent Intern
The social house Nairobi
- Checked in and out guests using the Opera systems
- Handled any guest complaint or inquiry
- Assisted the Revenue department with data entry
- Made reservations for guests
- Handled any phone calls from guests
- Increased operational efficiency by 15% by optimizing data entry processes
- Achieved a 98% accuracy rate in data management tasks, by rigorously adhering to data quality standards.
Customer Care intern
Machakos Level 5 Hospital Machakos
- Handled any patient inquiry or complaint
- Assisted doctors in taking patients to the different rooms
- Streamlined call handling, resulting in a 15% reduction in customer wait times
- Implemented a customer feedback system, improving service ratings by 20%
- Achieved a 95% customer satisfaction rate by enhancing communication scripts by analyzing common inquiry patterns.
First aider
Kenya red cross Nairobi
- Assisted the leaders in first aid treatments
- Assisted in blood drives
- Assisted in raising awareness around town by passing on fliers
- Stock taking.
Education
Bachelor of Science Degree in Hospitality and Tourism Management -
Strathmore University Nairobi
Diploma in International Studies -
Strathmore University Nairobi
Kenya Certificate of Secondary Education (KCSE) -
Bristar Girls High School Nairobi
Skills
- Data Entry
- Computer Literacy
- Problem solving
- Industrious
- Resourceful
- Guest Relations
- Room assignments
- Automated telephone systems
Languages
English
Swahili
German
Training
First Aid course for Brigade member
Passions
- Travelling
- Reading books
- Socializing
Certification
Hotel Business Acumen
Timeline
Front desk agent Intern
The social house Nairobi
Customer Care intern
Machakos Level 5 Hospital Machakos
First aider
Kenya red cross Nairobi
Bachelor of Science Degree in Hospitality and Tourism Management -
Strathmore University Nairobi
Diploma in International Studies -
Strathmore University Nairobi
Kenya Certificate of Secondary Education (KCSE) -
Bristar Girls High School Nairobi
Hotel Business Acumen
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