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
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
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