Justar Ntawa
Customer Service Manager
Meru
Summary
Dynamic and results-oriented professional with a proven track record at Cheli & Peacock Safaris, excelling in customer satisfaction and complaint resolution. Leveraging strong empathy and effective communication, I enhanced guest experiences and streamlined operations, ensuring seamless service delivery and positive feedback collection. Committed to enriching client interactions and fostering loyalty.
Hospitality professional with robust experience in guest relations and customer service excellence. Skilled in managing high-stress environments and addressing guest concerns with calm, solutions-focused approach. Strong focus on collaboration and achieving results, adapting seamlessly to changing needs. Known for effective communication, problem-solving, and positive, approachable demeanor that enhances team performance and guest satisfaction.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Guests Relations Representative
Cheli & Peacock Safaris
05.2019 - Current
- Streamlined check-in and check-out processes for improved efficiency and guest experience.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guests'' preferences to enrich their visit experience.
- Conducted regular audits of guest accounts to ensure accurate billing, preventing potential disputes or dissatisfaction at checkout.
- Enhanced guest satisfaction by promptly addressing and resolving concerns during their stay.
- Collected feedback to ensure customer satisfaction, identify pain points and improve customer experiences
Airport Representative (German Speaking)
Sense of Africa Kenya
01.2018 - 04.2019
- Enhanced customer satisfaction by providing timely and accurate flight information.
- Maintained up-to-date knowledge of airport procedures, effectively addressing passenger inquiries and concerns.
- Meet and Assisted customers with airport formalities such migration, baggage and customs.
- Translated for German clients, while providing valuable information to customers about Safari
- Promptly attended customer needs, and resolved customer complains or distress points within the service
Program Assistant (For Volunteers)
International Cultural Youth Exchange
01.2016 - 04.2016
- Assisted with planning and coordinating day-to-day and special program activities.
- Provided administrative support to department leadership, streamlining daily operations through efficient task prioritization and delegation skills.
- Supported planning and coordination of Volunteer program and associated activities.
Education
No Degree - Customer Experience Management
Institute of Management, Technology & Finance
Udemy 04.2001 -
Bachelor of Arts - Linguistics
Moi University
Eldoret 04.2001 -
Skills
Customer satisfaction
Timeline
Guests Relations Representative
Cheli & Peacock Safaris
05.2019 - Current
Airport Representative (German Speaking)
Sense of Africa Kenya
01.2018 - 04.2019
Program Assistant (For Volunteers)
International Cultural Youth Exchange
01.2016 - 04.2016
No Degree - Customer Experience Management
Institute of Management, Technology & Finance
04.2001 -
Bachelor of Arts - Linguistics
Moi University
04.2001 -
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