Emmanuella Nasinton
Customer Experience Executive
Nairobi
Summary
Personable and proactive individual with passion for enhancing customer satisfaction and building lasting relationships. Understanding of customer service principles and adept at communication and problem-solving. Committed to creating positive experiences and driving customer loyalty.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Customer Experience Executive
Acorn holdings
Nairobi, Nairobi Province
01.2021 - Current
- Oversee daily operations of a 626beds students accommodation facility, ensuring the property meets the highest standards of service, Cleanliness and safety.
- Provide exceptional customer service to diverse group of students, addressing inquires, complaints and maintenance requests promptly and professionally.
- Championed customers in internal discussions to prioritize improvements to experience which lead to leasing activities, increasing tenant occupancy to 98%within 6 months
- Adhered to quantitative and qualitative service level objectives to meet or exceed customer expectations
- Lead team of 23 staff members, fostering a collaborative environment and ensuring the delivery of excellent resident services.
- Restored satisfaction by quickly resolving customer complaints with acknowledgment and tactful communication
- Conduct regular property inspections to ensure compliance with health and safety regulations, as well as quality standards
- With the help of our managers we collaborate with local vendors and contractors to ensure timely and cost effective service delivery.
- Oversee daily operations of the property, ensuring smooth, efficient, and high-quality service delivery
Marketing Assistant
International hotel and tourism
11.2019 - 08.2020
- Created unique and engaging content for range of social media platforms including Facebook and Instagram
- Visiting customer and external agencies
- Maintained marketing collateral, customized copy for brands and deployed mass email releases
- Worked with internal team to maintain product quality and consistency for company swag
- Wrote and edited marketing newsletters for distribution to database of subscribers
- Researched and drafted promotional flyers and brochures and coordinated with team members or outside agency for completion and publication
- Created questionnaires, polls, surveys, and other data collection resources
- Gathered information to determine potential sales of company's product or service
Hospitality Intern
Serena beach resort and spa
Mombasa, Mombasa District
11.2018 - 09.2019
- Kept reception area clean and neat to give visitors a positive first impression
- Checked-in visitors, distributed visitors badges and managed logbooks to comply with security
- Made and confirmed room reservations for guests and for dinners and entertainment
- Secured guest valuables in hotel safe to prevent damage or loss
- Answered inquiries regarding travel, dining and entertainment options
- Kept records of reservation times, room availability and guest accounts
- Addressed customer complaints and offered solutions
- Reported safety and security concerns to supervisors
- Verified customer credit and payments during check-ins
Hospitality Intern
Four Points
11.2017 - 03.2018
- Greeted guests promptly, shared daily specials and collected drink orders to offer superior service
- Engaged customers in friendly conversation to boost satisfaction and restaurant loyalty
- Memorized menu items, recipes and daily specials to answer questions and make recommendations to customers
- Answered customer menu questions and offered suggestions based on individual preferences
- Cleaned and serviced housekeeping equipment and replenished supply inventory
- Prepared rooms and common areas for events by moving chairs, tables, and furniture
- Updated checklists to track items in storage rooms and on cleaning carts
- Improved customer satisfaction by meeting special requests and addressing cleaning concerns
Hospitality Intern
Kampala Serena
Uganda, Kampala
11.2016 - 03.2017
- Set up and stocked stations with necessary supplies
- Cleaned kitchen work stations periodically to prevent cross-contamination
- Controlled waste of ingredients by facilitating proper inventory management
- Stored ingredients following established procedures to minimize waste
- Sold coffee, tea blends and brewing equipment while educating customers about brewing methods
- Greeted and interacted with new and regular customers
- Labeled store products and kept track of expiration dates
- Replenished items behind the counter and in display areas to streamline team workflow
- Kept supplies and retail products well-stocked and organized in fresh, engaging displays
- Maintained clean and orderly dining spaces to provide positive appeal to customers
Education
Higher Diploma - Hospitality Management
International Hotel And Tourism Institute
Nairobi 05.2016 - 10.2019
Computer Packages -
Egerton University Computer Training
Nakuru 01.2016 - 04.2016
Skills
Communication
Attention to detail
Work ethic
Time-management
Creativity
Team Leadership
Customer Feedback Analysis
Brand representation
Adaptability and Flexibility
Passions
- Looking adventures
- Photography
- Swimming
- Travelling
References
Mr Thomas Dudah Position: School Principal Telephone: 0722-907697 Email:tsdudah@ihti.net P.O. Box 43111 00100 Nairobi Kenya
Mr Arnold Opande. Position: dean of studies: Telephone; +254723476495. Email; Arnoldopande@gmail.com P.O Box 43111
Mrs Jackie Kamau . Position : Regional Property Manager :Telephone +254721788815 :Email :kamau@amsl-africa.com
Ms Faith Chelangat: position:Founder of a CBO: Telephone :+254729889693:Email:chelawendy@gmail.com
Timeline
Customer Experience Executive
Acorn holdings
01.2021 - Current
Marketing Assistant
International hotel and tourism
11.2019 - 08.2020
Hospitality Intern
Serena beach resort and spa
11.2018 - 09.2019
Hospitality Intern
Four Points
11.2017 - 03.2018
Hospitality Intern
Kampala Serena
11.2016 - 03.2017
Higher Diploma - Hospitality Management
International Hotel And Tourism Institute
05.2016 - 10.2019
Computer Packages -
Egerton University Computer Training
01.2016 - 04.2016
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