LILIAN KALEKYE
Customer Service Associate
Nairobi
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work History
Food and beverage service supervisor
Karen country club
Nairobi
10.2022 - Current
- Discussed promotions, products, and anything pertaining to better and more satisfactory service for the customer
- Developed strong communication and organizational skills through working on group projects.
- Applied effective time management techniques to meet tight deadlines.
- Provided excellent customer service and achieved a high rate of client satisfaction and retention
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Identified issues, analyzed information and provided solutions to problems.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to develop and implement creative solutions to complex problems.
Customer Service Specialist
Karen country club
Nairobi
03.2022 - 10.2022
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
Sales and Marketing representative
Nutrition zone Nairobi
01.2021 - 03.2022
- Established sales goals by forecasting annual sales quotas and projecting expected sales volume for existing and new products
- Effectively supported data-driven marketing and sales activities
- Oversaw sales, marketing, and business development goals
- Utilized effective marketing strategies and sales techniques.
Food and beverage service supervisor
Jacaranda hotel Nairobi
03.2019 - 12.2020
- Worked to ensure quality service and addressed and resolved all customer issues
- Ordered diverse inventory and customer pleasing food and beverage items
- Met and exceeded customer service goals and quarterly sales performance metrics
- Handled all food and products in compliance with company safety and sanitary protocols
- Worked to provide customers with the highest quality food, beverage, and service experience.
Front desk personnel
08.2018 - 03.2019
- Jacaranda hotel Nairobi
- Handled the sorting and distributing of mail and oversaw front desk operations
- Managed front desk operations and customer interactions
- Answered phone calls, greeted clients, and handled all front desk responsibilities
- Managed front desk tasks for all rooms
- Maintained a clean and pleasant front desk environment
- Successfully managed all front desk operations
- Effectively used task management skills to complete all front desk operations in a timely manner.
Customer Service Representative
Jacaranda hotel Nairobi
07.2017 - 08.2018
- Provided excellent customer service and achieved a high rate of client satisfaction and retention
- Worked to deliver the highest level of client service possible
- Fostered a high rate of returning clients due to optimal customer service.
- Developed customer service improvement initiatives to decrease customer wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Responded to customer requests for products, services, and company information.
Customer Service Cashier
Cheers bakery and cafe
Nairobi
04.2016 - 05.2017
- Provided excellent customer service and achieved a high rate of client satisfaction and retention
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Worked to provide customers with the highest quality food, beverage, and service experience
- Worked as a team member with other restaurant professionals to ensure satisfied customers.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized POS system to handle customer cash and credit card transactions.
Administrative Assistant
Essa Omar bin Heider real estate LLC
Dubai
05.2015 - 02.2016
- Worked to ensure a positive and hassle-free customer experience
- Worked with the Office Manager to schedule appointments and company meetings
- Served as a helpful assistant to all office staff including the Accountant, Property Manager, Maintenance
- Contributed to an organized workplace by maintaining filing systems as well as the company calendar
- Solved client issues, routing to the appropriate department when necessary
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Retail Sales Associate
House of manji
Nairobi
01.2014 - 12.2014
- Effectively supported data-driven marketing and sales activities
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Greeted customers and helped with product questions, selections, and purchases.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Utilized effective marketing strategies and sales techniques
- Designed and implemented systems to measure sales and marketing effectiveness that helped eliminate ineffectiveness and boosted productivity
- Oversaw sales, marketing, and business development goals.
Education
Diploma - business management
University of Nairobi
Kenya 09.2018 - 09.2021
Certificate in front desk techniques - undefined
Utalii university collage
09.2017 - 12.2017
graduated with certificate in front desk techniques - undefined
Skills
Self-motivation Expertundefined
Timeline
Food and beverage service supervisor
Karen country club
10.2022 - Current
Customer Service Specialist
Karen country club
03.2022 - 10.2022
Sales and Marketing representative
Nutrition zone Nairobi
01.2021 - 03.2022
Food and beverage service supervisor
Jacaranda hotel Nairobi
03.2019 - 12.2020
Diploma - business management
University of Nairobi
09.2018 - 09.2021
Front desk personnel
08.2018 - 03.2019
Certificate in front desk techniques - undefined
Utalii university collage
09.2017 - 12.2017
Customer Service Representative
Jacaranda hotel Nairobi
07.2017 - 08.2018
Customer Service Cashier
Cheers bakery and cafe
04.2016 - 05.2017
Administrative Assistant
Essa Omar bin Heider real estate LLC
05.2015 - 02.2016
Retail Sales Associate
House of manji
01.2014 - 12.2014
graduated with certificate in front desk techniques - undefined
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