Esther Maloba
Kenya
Summary
Dynamic customer service professional with extensive experience at Hyatt Regency, excelling in complaint resolution and account management. Proven ability to enhance customer satisfaction through effective problem-solving and product knowledge. Committed to delivering exceptional service and fostering positive relationships, ensuring memorable guest experiences in fast-paced environments.
Overview
2
2
Languages
7
7
years of post-secondary education
5
5
years of professional experience
Work History
Head Waitress
The Monaco Nairobi
Nairobi, KE
12.2025 - Current
- Supervised and trained waitstaff to ensure exceptional service standards.
- Coordinated dining room operations for efficiency and guest satisfaction.
- Managed reservations using the restaurant's booking system efficiently.
- Collaborated with management to enhance guest experiences and service flow.
- Coordinated with kitchen staff to ensure smooth delivery of orders to customers' tables.
Customer Service Representative
CCI Kenya
Nairobi, KE
09.2024 - 11.2025
- Assisted customers with inquiries and resolved issues promptly.
- Managed customer accounts and updated information accurately.
- Provided product information and guided customers in selections.
- Handled customer complaints with empathy and professionalism.
- Maintained detailed records of customer interactions for follow-up.
Front Office Manager
Hyatt regency
Nairobi, KE
12.2023 - 08.2024
- Supervised front desk staff and ensured quality customer service.
- Managed daily front office operations and guest interactions.
- Coordinated room assignments and maintained accurate reservations system.
- Handled guest inquiries, complaints, and special requests effectively.
- Collaborated with other departments to streamline guest services experience.
Waitress
Radison Blu Nairobi
Nairobi, KE
02.2022 - 08.2023
- Provided exceptional customer service in a fast-paced dining environment.
- Assisted guests with menu selections and special dietary requests.
- Collaborated with kitchen staff to ensure timely food delivery.
- Processed orders accurately using point-of-sale systems for billing.
- Handled customer feedback professionally to enhance dining experience.
Education
Bachelor of Science - Education
Mount Kenya University
Kiambu , Kenya 09.2021 - 12.2024
High School Certificate - High School Education
Ngara Girls High School
Nairobi, Kenya 01.2017 - 12.2020
Skills
- Client relationship management
- Issue resolution
- Customer account management
- Product expertise
- Analytical problem solving
Languages
Swahili
First Language
English
Upper Intermediate (B2)
B2
Timeline
Head Waitress
The Monaco Nairobi
12.2025 - Current
Customer Service Representative
CCI Kenya
09.2024 - 11.2025
Front Office Manager
Hyatt regency
12.2023 - 08.2024
Waitress
Radison Blu Nairobi
02.2022 - 08.2023
Bachelor of Science - Education
Mount Kenya University
09.2021 - 12.2024
High School Certificate - High School Education
Ngara Girls High School
01.2017 - 12.2020