Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
References
Previous Experience
Affiliations
Accomplishments
Timeline
Generic
Grace Nyawira Ngatia

Grace Nyawira Ngatia

Nairobi

Summary

Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Marangu Enterprises
Thika
02.2021 - 06.2025
  • Addressed customer complaints while troubleshooting technical issues.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Answered customer inquiries via phone, email, and chat.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Managed team of representatives providing customer support.
  • Responded to inquiries regarding services, space, and available items.
  • Processed orders and transactions efficiently.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.

Customer Service Agent

TechnoServe
Lokchar
02.2018 - 12.2020
  • Collected accurate customer feedback to improve service quality.
  • Ensured timely resolution of customer issues by taking ownership of concerns.
  • Followed up with customers via phone and email to confirm satisfaction.
  • Trained front office staff based on established training procedures for consistency.
  • Provided product information to customers in a timely manner.
  • Updated customer records in the CRM system accurately with each interaction.
  • Developed strategies for handling difficult customers effectively while maintaining professionalism.
  • Collaborated with other departments such as logistics and sales to resolve customer issues.
  • Tracked orders from placement to delivery using internal systems.

General Manager

Ceamo Prestige Lodge
Lodwar
01.2017 - 01.2018
  • Resolved customer complaints quickly while maintaining high quality standards of service delivery.
  • Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
  • Established and maintained effective communication with staff members to ensure efficient operations.
  • Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
  • Performed routine audits of internal controls in order to maintain accuracy of financial records.
  • Coordinated training activities for employees to ensure compliance with company policies and procedures.
  • Conducted market research to identify trends, opportunities, and threats in the industry.
  • Assisted in the recruitment process by interviewing potential candidates for open positions.
  • Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
  • Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
  • Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
  • Maintained relationships with vendors to obtain the best pricing on supplies and materials.
  • Designed sales and service strategies to improve revenue and retention.
  • Created schedules and monitored payroll to remain within budget.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Ensured compliance with local health department regulations regarding food safety standards.

Barista

Grand Royal Swiss Hotel
Kisumu
05.2016 - 12.2016
  • Prepared specialty coffee drinks such as lattes, cappuccinos, macchiatos, mochas, and Americanos.
  • Provided excellent customer service by responding to inquiries quickly and professionally.
  • Adhered to health department regulations concerning sanitation standards.
  • Kept up-to-date records of sales transactions using point-of-sale systems.
  • Ensured all equipment was maintained in proper working order according to manufacturer's instructions.
  • Trained new baristas on company policies and procedures regarding food handling safety standards.
  • Assisted customers with menu selection, offering recommendations based on personal preferences and dietary restrictions.

Barista

64 Resort and Sporting Club
Eldoret
02.2015 - 03.2016
  • Prepared specialty coffee drinks such as lattes, cappuccinos, macchiatos, mochas, and Americanos.
  • Adhered to health department regulations concerning sanitation standards.
  • Followed safety procedures while operating machinery such as grinders and espresso machines.
  • Developed creative recipes for signature coffees or blended drinks unique to the cafe.
  • Ground beans for espresso shots according to individual customer specifications.
  • Memorized recipes for specialty coffee beverages and seasonal offerings.
  • Received and accurately processed customer payments.

Cashier

Starbucks Hotel and Restaurant
Eldoret
01.2014 - 01.2015
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Followed company security procedures for handling large sums of money.
  • Issued receipts, refunds, credits or change due to customers.
  • Balanced daily transactions on a computerized point-of-sale system.
  • Verified that customers were of legal age to purchase alcohol or tobacco products.
  • Provided excellent customer service while promoting loyalty programs to increase sales potential.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Greeted customers and answered any questions they had about the store's products and services.
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Worked closely with front-end staff to assist customers.
  • Trained new team members in cash register operation, stock procedures, and customer services.

Receptionist

Starbucks Hotel and Restaurant
Eldoret
01.2013 - 11.2014
  • Greeted and directed visitors to appropriate departments or individuals, ensuring a welcoming environment.
  • Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.
  • Protected clients' rights by maintaining confidentiality of personal and financial information.
  • Maintained security by following procedures, monitoring logbooks, and issuing visitor badges.
  • Scheduled and confirmed appointments, managing a complex calendar for multiple staff members.
  • Answered, screened, and forwarded incoming phone calls while managing multi-line telephone systems.
  • Handled customer inquiries and complaints, providing timely and appropriate solutions.
  • Coordinated travel arrangements and accommodations for staff and visiting guests. Check-in, check-out, and reservations.

Receptionist and Administrator

Olympia Hotel Limited
Nyahururu
01.2009 - 12.2012
  • Greeted visitors and provided them with assistance.
  • Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
  • Responded to inquiries from internal staff members regarding office operations.
  • Prepared welcome packages for new hires.
  • Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
  • Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
  • Scheduled and confirmed appointments and meetings for management team.
  • Coordinated meeting room bookings and arranged catering for meetings and events.
  • Assisted with onboarding of new employees by providing orientation information and support.
  • Processed payments and updated accounts to reflect balance changes.
  • Participated in emergency response drills and maintained knowledge of safety procedures.
  • Handled correspondence, including drafting emails, memos, and reports for senior management.

Trainee

Kenya National Assembly
Nairobi
05.2008 - 07.2008
  • Provided support to existing staff on various tasks and duties.
  • Participated in brainstorming sessions to generate ideas for marketing campaigns.
  • Worked alongside senior team members to learn related job tasks and roles.
  • Developed essential skills and techniques through diligent practice.
  • Attended training sessions and meetings to learn new information and develop personal skills.
  • Identified needs of customers promptly and efficiently.
  • Analyzed company's expenditures and developed financial models.
  • Wrote and submitted reports on industry trends, prompting managers to develop business plans.

Intern

Ol Tukai Lodge
Amboseli National Park
01.2008 - 04.2008
  • Maintained positive working relationship with fellow staff and management.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Attended training sessions and meetings to learn new information and develop personal skills.
  • Worked alongside senior team members to learn related job tasks and roles.
  • Provided support to existing staff on various tasks and duties.

Education

Diploma In Food Production - Hospitality Management

Amboseli Institute of Hospitality And Technology
Thika, Kenya
09-2008

Kenya Certificate of Secondary Education -

Mwenje Secondary School
Laikipia, Kenya
11-2005

Skills

  • Customer service
  • CRM system proficiency
  • Computer proficiency
  • First aid and CPR service care
  • Professional telephone demeanor
  • Product knowledge
  • Team development
  • Task prioritization
  • Senior leadership support
  • Assertiveness
  • Coordination
  • Complaint handling
  • Technical support
  • Tactful and diplomatic
  • Data collection
  • Appointment setting
  • Call center operations
  • Clerical support
  • Customer satisfaction measurement
  • Microsoft Excel
  • Information security
  • Quality service delivery
  • Help desk software
  • Live chat and emailing
  • Customer relationship management
  • Property management systems
  • Time management
  • Multitasking and organization
  • Multi-line telephone operations
  • Data entry
  • Adaptive team player
  • Proofreading
  • Active listening

Certification

First Aid Certification, Red Cross Kenya

Hobbies and Interests

  • Travelling
  • Elderly caregiving
  • Cooking
  • Cycling

References

  • Mary Wangui Mwangi, Chief Executive Officer, Marangu Enterprises, marymwa413@gmail.com, +254721879786
  • Grace Nduta Michuki, Sales And Marketing Manager, Ceamo Prestige Lodge, g.michuki77@gmail.com, +254720687174
  • Alphonse O. Ochieng, Manager, TechnoServe Tallow Kenya, aochieng@tns.org, +254727748697

Previous Experience

  • Barista, Grand Royal Swiss Hotel, Kisumu, Kenya, 05/01/16, 12/01/16
  • Barista, 64 Resort and Sporting Club, Eldoret, Kenya, 02/01/15, 03/01/16
  • Cashier, Starbucks Hotel and Restaurant, Eldoret, Kenya, 01/01/14, 01/01/15
  • Receptionist, Starbucks Hotel and Restaurant, Eldoret, Kenya, 01/01/13, 11/01/14
  • Receptionist and Administrator, Olympia and Sports Arena, Nyahururu, Kenya, 01/01/09, 12/01/12
  • Trainee, Kenya National Assembly, Nairobi, Kenya, 05/01/08, 07/01/08
  • Trainee, Oltukai Lodge, Amboseli National Park, Kenya, 01/01/08, 04/01/08

Affiliations

  • Badminton
  • Visiting a children's home

Accomplishments

Designed the guest check-in card at Ceamo Prestige Lodge

Introduced CRM at Ceamo Prestige Lodge

Timeline

Customer Service Representative

Marangu Enterprises
02.2021 - 06.2025

Customer Service Agent

TechnoServe
02.2018 - 12.2020

General Manager

Ceamo Prestige Lodge
01.2017 - 01.2018

Barista

Grand Royal Swiss Hotel
05.2016 - 12.2016

Barista

64 Resort and Sporting Club
02.2015 - 03.2016

Cashier

Starbucks Hotel and Restaurant
01.2014 - 01.2015

Receptionist

Starbucks Hotel and Restaurant
01.2013 - 11.2014

Receptionist and Administrator

Olympia Hotel Limited
01.2009 - 12.2012

Trainee

Kenya National Assembly
05.2008 - 07.2008

Intern

Ol Tukai Lodge
01.2008 - 04.2008

Diploma In Food Production - Hospitality Management

Amboseli Institute of Hospitality And Technology

Kenya Certificate of Secondary Education -

Mwenje Secondary School

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Grace Nyawira Ngatia