Lydia Jeptoo
Customer Service
Nairobi,Nairobi
Summary
Accomplished professional with a proven track record at The Nomads Hotel, enhancing customer loyalty through exceptional complaint resolution and empathy. Skilled in CRM and creative problem-solving, consistently exceeding performance metrics. Trained new hires, contributing to a culture of continuous improvement and professional development.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
The Nomads Hotel
Eldoret Kenya
01.2024 - 08.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Improved resolution time with effective problem-solving for customer complaints.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Housekeeping Supervisor
Radison Blu
Doha Qatar
01.2021 - 12.2023
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Improved overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.
- Adapted quickly to changing priorities or emergencies in order to maintain seamless daily operations without compromising guest experience or satisfaction.
- Optimized workflow by regularly assessing employee performance and reallocating resources as needed, maximizing team efficiency.
- Coordinated cross-departmental projects with other supervisors to enhance overall hotel operations and guest satisfaction.
- Worked with front desk to respond promptly to all guest requests.
- Cultivated open lines of communication between management and housekeeping staff, facilitating efficient problem-solving when issues arose.
- Completed schedules, shift reports, and other business documentation.
- Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
- Provided ongoing feedback and support to housekeeping staff, fostering a culture of continuous improvement and professional development.
- Managed laundry sorting, washing, drying, and ironing.
- Managed scheduling, payroll, and performance evaluations for housekeeping staff, fostering a positive work environment that encouraged professional growth.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Achieved high standards of hygiene in common areas and guest rooms, following up-to-date health and safety protocols.
- Improved efficiency, introducing digital task management system for tracking housekeeping duties.
- Coordinated with maintenance department to ensure timely repairs and minimize guest inconvenience.
- Developed comprehensive training manual for new hires, significantly reducing onboarding time.
- Conducted regular safety drills, ensuring all staff were prepared for emergency situations.
- Ensured optimal cleanliness and guest satisfaction by supervising team of 15 housekeepers, implementing rigorous quality control checks.
- Facilitated smooth operations during peak seasons, managing additional temporary staff effectively.
- Optimized room turnaround times, allowing for earlier check-ins and enhancing guest satisfaction.
- Collaborated with front desk to prioritize room cleaning based on guest arrivals and departures, improving overall efficiency.
- Implemented daily, weekly and monthly cleaning routines for staff to follow.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Recommended or arranged for painting, repair work, renovations and replacement of furnishings and equipment.
- Collaborated with management to develop long-term strategies for housekeeping and janitorial department.
- Developed and maintained comprehensive inventory system to track equipment and supplies.
- Evaluated employee performance and recommended promotions, transfers and dismissals.
School Bus Attendant
DPS Monarch
Doha Qatar
02.2022 - 09.2023
- Trained new School Bus Attendants in proper procedures and responsibilities, ensuring continued high-quality service for passengers.
- Conducted regular safety checks on the bus, identifying potential issues and coordinating repairs with maintenance teams.
- Organized seating arrangements to maximize efficiency during boarding and disembarking processes.
- Assisted students with special needs, ensuring their comfort and providing necessary accommodations for smoother transportation.
- Participated in ongoing professional development opportunities to stay informed about best practices in student transportation services.
- Maintained clean and sanitary bus by cleaning and removing trash at end of each route.
- Enhanced student safety by consistently monitoring behavior and maintaining a disciplined environment during bus rides.
- Completed timely and detailed incident reports, following corporate guidelines for accurate recordkeeping.
- Developed strong relationships with students, fostering trust and promoting a sense of community during daily commutes.
- Reported any notable incidents or behavioral concerns directly to school administrators for appropriate action steps.
- Enforced school policies regarding bus behavior, instilling responsibility in students from an early age.
- Supervised and assisted special-needs passengers, offering individual adult attention during transport.
- Distributed completed school bus routes to bus contractors and appropriate schools.
- Contributed to an inclusive environment by treating all students fairly regardless of background or abilities.
- Worked with bus driver and parents to meet specialized needs of passengers.
- Promoted positive interactions among peers, mediating conflicts when necessary to maintain a peaceful atmosphere on the bus.
- Built rapport with parents and guardians, fostering open communication channels for questions or concerns related to bus transportation.
- Managed emergency situations calmly and efficiently, prioritizing student safety above all else.
- Aided in the safe evacuation of students during emergency drills, ensuring a thorough understanding of safety protocols.
- Improved communication between parents and school staff by promptly reporting incidents or concerns related to students'' wellbeing.
- Checked to make sure students boarded correct bus, particularly for younger children.
- Monitored behavior of children on bus and at loading areas and intervened to address conflicts and bullying.
Education
Diploma - International Computer Driving License
Aptech Institute
Doha Qatar 07.2023
Certificate In Computer - Computer Networking
East Africa Vision Institute
Eldoret Kenya05.2021
Customer Service
The Knowledge Academy
Doha Qatar 02.2020
Skills
CRM
Service standard compliance
Key holder experience
Route dispatch
Multi-line phone talent
Administrative support
Complaint resolution
Report preparation
Money handling abilities
Retail store support
Warehousing functions
International sales support
Receiving support
Strategic sales knowledge
Professional telephone demeanor
Staff education and training
Order fulfillment
Creative problem solving
Shipping procedures understanding
Timeline
Customer Service Representative
The Nomads Hotel
01.2024 - 08.2024
School Bus Attendant
DPS Monarch
02.2022 - 09.2023
Housekeeping Supervisor
Radison Blu
01.2021 - 12.2023
Diploma - International Computer Driving License
Aptech Institute
Certificate In Computer - Computer Networking
East Africa Vision Institute
Customer Service
The Knowledge Academy