Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Certification
Interests
Timeline
ResearchAssistant

Joy Dickson

Research Assistant
Nairobi,30

Summary

Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.

Industrious Guest Services Agent adept in expedient complaint resolution through tactful and diplomatic communication combined with resourceful problem-solving. Driven to promote guest satisfaction by going above and beyond to meet needs and exceed expectations.

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Highly communicative professional with more than Number years of expertise as Concierge for high-end hotel chains. Team player provides exceptional guest service. Background in industry positions at luxury resorts where client satisfaction is of utmost importance.

Polished Hotel Concierge with exceptional qualifications in hospitality management. Dynamic and personable and well-versed in travel arrangements.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Experienced Job Title with over Number years of experience in Industry. Excellent reputation for resolving problems and improving customer satisfaction.

Reliable employee seeking Job Title position. Offering excellent communication and good judgment.

Dedicated Industry professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals.

Personable Guest Services Agent skilled in communicating with guests to provide information, resolve challenges and deliver exceptional service. Well-versed in hotel operations and guest account management illustrated over Number years of industry experience.

Detail-oriented customer service professional bringing demonstrated success in transforming challenges into customer satisfaction. Over Number years of guest service experience in hospitality industry.

Overview

10
10
years of professional experience
17
17
years of post-secondary education
5
5
Certifications

Work History

Guest Service Agent

Freelacer
Nairobi , Westlands
11.2022 - Current
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Streamlined check-in process to decrease wait times and increase customer satisfaction.
  • Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
  • Maintained consistent positive customer feedback.
  • Provided guest assistance and recommendations for tourist attractions.
  • Greeted guests upon arrival and offered assistance.
  • Recommended hotel services or amenities that guest may find useful.
  • Assisted guests with check-ins, account inquiries and any additional services needed.
  • Answered guest inquiries and provided information regarding hotel services and amenities.
  • Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Assisted guests by furnishing information and directions to casino, gift shop and dining areas.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Collected room deposits, fees and payments.
  • Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
  • Collaborated with team members to handle guest requirements from check-in through check-out.

Personal Assistant

Amos Mwaki -film Director
Mombasa , Nyali
10.2022 - 11.2022
  • Oversaw personal and professional calendars and coordinated appointments for future events.
  • Organized and attended meetings and compiled related documents and reports.
  • Served as point of contact between clients and managerial staff.
  • Arranged domestic and international travel plans and itineraries.
  • Communicated with internal departments, vendors and contractors to discuss schedules, project requirements and upcoming appointments.
  • Provided multifaceted services to professionals by managing mail, scheduling appointments and other administrative tasks.
  • Experienced with productivity tools such as Slack, Zoom, Google Docs and Sheets, ClickUp and Asana.
  • Attended meetings, took notes and tracked action items.
  • Utilized personal and professional networks to identify, acquire and manage new clients.
  • Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.
  • Used discretion when handling confidential information.
  • Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.
  • Sourced and ordered office equipment and supplies.
  • Maintained and organized all shared drives, documents and spreadsheets in Google Workspace.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Maintained appropriate filing of personal and professional documentation.
  • Documented and distributed meeting notes to identify, analyze and improve workflows.

Artist Relations Manager

Pendo- Tv Actress
Mombasa , Nyali
10.2022 - 10.2022
  • Established strong relationships to partner with and navigate artists with wide range of personality types.
  • Leveraged networks to identify and generate opportunities to increase exposure and revenue for clients.
  • Managed portfolio of developing and established accounts to provide clients with strategic guidance.
  • Negotiated with managers, promoters and union officials regarding client contractual rights and obligations.
  • Developed contacts with individuals and organizations, applying effective strategies and techniques to promote client success.
  • Negotiated essential contract terms such as Type, Type and Type on behalf of clients.
  • Collaborated with Type talent scouts to pursue leads and pitch potential representation.
  • Maintained detailed digital and hard-copy records of room statuses.
  • Met with clients to discuss goals and develop strategies for career success.
  • Developed and maintained courteous and effective working relationships.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Resolved problems, improved operations and provided exceptional service.
  • Supported artist goals with corresponding action plans and timelines.
  • Assisted clients with establishing release timelines and flow of related marketing assets.
  • Oversaw budget and worked with artist to drive fiscal responsibility and profitability.
  • Stayed abreast of industry trends via trade publications, events and social media to keep artists at forefront of ever-changing landscape.
  • Set realistic expectations with clients to consistently deliver on expectations.
  • Oversaw licensing of tracks to other labels.

English Tutor

Professor.music
Istanbul , Esenyerut
05.2022 - 10.2022
  • Tutored students to develop deeper comprehension of English course materials and better understanding of assignments to improve academic success.
  • Prepared students for English language standardized testing by providing strategies to overcome test anxiety and enhance academic capabilities.
  • Worked independently with meticulous attention to detail.
  • Emphasized focus on approaching problems with students rather than simply providing solutions to foster better understanding of material covered.
  • Supported students with helpful study habits and exam strategies.
  • Met with students and discussed educational goals and expectations.
  • Utilized positive reinforcement to encourage and motivate students.
  • Supported teacher instruction, thoroughly discussing concepts and designing custom practice questions.
  • Conducted group tutoring sessions to help students engage active learning and critical thinking skills.
  • Conducted academic skill reviews and led workshops to develop writing skills and language comprehension.
  • Assessed student needs and created appropriate lesson plans.
  • Worked with students in classrooms or home environments to provide educational support.
  • Taught students study techniques and strategies for succeeding on grammar and composition tests.
  • Collaborated with students to complete homework assignments, identify lagging skills and correct weaknesses.
  • Created tailored lesson plans and study guides to teach and assist students in area of study.
  • Stressed importance of good study habits by encouraging students to create personalized study plans.
  • Developed student confidence through positive reinforcement strategies.
  • Maintained notes on student progress.

Visa Assistant

Afhahed Groups
Istanbul , Esenyerut
10.2021 - 02.2022
  • Provided consulting services to over Number individuals on various career-related issues and communicated with clients to determine needs and goals.
  • Wrote job orders from employers to record accurate description of required job duties, working hours and wages.
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
  • Scheduled appointments with applicants to gather information and explain benefits processes.
  • Communicated with people from various cultures and backgrounds on application process.
  • Used computer-aided guidance packages such as skills assessment tools, career planners, psychometric tests and personal inventories to assist clients in determining strengths and weaknesses.
  • Reviewed applications for different aid programs and determined which qualification criteria for individuals.
  • Selected qualified applicants to refer to employers for possible job placement purposes.
  • Adhered to social distancing protocols and wore mask or face shield.
  • Improved operations through consistent hard work and dedication.
  • Identified issues, analyzed information and provided solutions to problems.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Resolved problems, improved operations and provided exceptional service.

Serviced Apartment Manager

Emerald
Nairobi , Kilimani
12.2020 - 08.2021
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Prepared variety of different written communications, reports and documents.
  • Adhered to social distancing protocols and wore mask or face shield.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Participated in team-building activities to enhance working relationships.
  • Developed team communications and information for meetings.
  • Collaborated with team members to achieve target results.
  • Led projects and analyzed data to identify opportunities for improvement.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
  • Created plans and communicated deadlines to complete projects on time.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.

Enumerator

Population Council
Nairobi , Kilimani
07.2014 - 07.2020
  • Traveled door-to-door in assigned communities and requested participation in census interview, clearly explaining process and purpose.
  • Assisted people in filling out surveys with complete and accurate information.
  • Reviewed questionnaire submissions for accuracy and completeness at end of each day, flagging incomplete or problematic surveys for further review.
  • Requested participation in brief exit interviews to obtain feedback for use in development of procedural improvements.
  • Dispensed assignments to enumerator team and submitted completed work to supervisors.
  • Walked door to door and collected demographic information.
  • Addressed non-responsive initial interviewees by conducting follow-up calls or in-person visits to promote census importance and rights of participation.
  • Planned efficient visitation routes by studying maps of assigned areas, reaching more than Number community households per day.
  • Executed follow up visits to houses to resolve survey issues or obtain additional information, expressing appreciation for participation and regret for inconvenience.
  • Drafted thorough and accurate reports, case summaries and work records.
  • Contacted interviewees to rectify survey issues and ask follow-up questions.
  • Initiated communication with assigned households through mail, email or phone to obtain and correct census data.
  • Maintained records of houses visited, surveys completed and money spent.
  • Double checked information on survey forms.
  • Completed surveys by rechecking contact information before ending each call.
  • Coded data from participant interviews.
  • Recorded calls in Type of Technology for future playback by Type of Department.
  • Recruited and screened Number potential participants.
  • Explained questions in better detail for interviewees to allow truthful answers.
  • Obtained updated contact information from all subjects and verified data for accuracy.
  • Observed participants and recorded results.
  • Delivered information from script regarding surveys for on-demand phone project assignment.
  • Conducted interviews with participants to assess eligibility.

Brand Activator

Safaricom
Nairobi , Westlands
01.2012 - 11.2014
  • Conducted research, gathered information from multiple sources and presented results.
  • Monitored company inventory to keep stock levels and databases updated.
  • Led projects and analyzed data to identify opportunities for improvement.
  • Delivered services to customer locations within specific timeframes.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Handled Number calls per day to address customer inquiries and concerns.
  • Saved $Amount by implementing cost-saving initiatives that addressed long-standing problems.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Increased customer satisfaction by resolving issues.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Worked with customers to understand needs and provide excellent service.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Managed team of employees, overseeing hiring, training and professional growth of employees.

Education

Kenya Certificate Of Secondary Education - B Plain

Mulala Girls High School
Emali-Kenya
01.2008 - 11.2011

Masters In Business Administration - Project Management

Kenyatta University
Nairobi-Kenya
09.2016 - 12.2016

Bachelor Of Science - Development Studies

Jomo Kenyatta University of Agriculture And Techno
Juja- Kenya
03.2012 - 11.2015

360/500 - Kenya Primary School Education

Itaa Primary School
Makueni-Kenya
01.1999 - 11.2007

Skills

    Hospitality best practices

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Accomplishments

  • Documented and resolved mobile money transfer which led to mpesa.

Software

Spsp

Certification

Certificate of participation in data collection awarded 18th Feb 2019 by population council

Interests

Socialising

Traveling

Swimming

Timeline

Guest Service Agent

Freelacer
11.2022 - Current

Personal Assistant

Amos Mwaki -film Director
10.2022 - 11.2022

Artist Relations Manager

Pendo- Tv Actress
10.2022 - 10.2022

English Tutor

Professor.music
05.2022 - 10.2022

Visa Assistant

Afhahed Groups
10.2021 - 02.2022

Serviced Apartment Manager

Emerald
12.2020 - 08.2021

Masters In Business Administration - Project Management

Kenyatta University
09.2016 - 12.2016

Enumerator

Population Council
07.2014 - 07.2020

Bachelor Of Science - Development Studies

Jomo Kenyatta University of Agriculture And Techno
03.2012 - 11.2015

Brand Activator

Safaricom
01.2012 - 11.2014

Kenya Certificate Of Secondary Education - B Plain

Mulala Girls High School
01.2008 - 11.2011

360/500 - Kenya Primary School Education

Itaa Primary School
01.1999 - 11.2007
Joy Dickson Research Assistant