Eunice Mbugua

• Managing volumes of emails with exceptional attention to detail, resulting in fewer booking errors and cancellations.
• Providing outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.
• Handling billing information over phone and maintaining great response rate on emails.
• Managing and closing reservation calls/emails to increase bookings by maintaining strong knowledge of hotel products, services, and facilities.
• Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.

-Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

-Followed-through on all critical inter-departmental escalations to increase customer retention rates.

-Identified and resolved discrepancies and errors in customer accounts.

-Increased efficiency and performance by monitoring team member productivity and providing feedback.

-Managed timely and effective replacement of damaged or missing products.

• Coordinating with team members to ensure seamless service delivery.
• Increased customer satisfaction with personalized follow-up strategies.
• Answering the phone calls, screening all incoming calls, and giving the necessary information required
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on check in/check out policies and other services.