Mary Nyambura
HOSPITALITY
Nairobi
Summary
Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning software.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
Work History
Customer Service Manager
THE LUKE HOTEL
01.2022 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Kept accurate records to document customer service actions and discussions.
- Took ownership of customer issues and followed problems through to resolution.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Generated customer satisfaction surveys to analyze results into action plans.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Followed through with client requests to resolve problems.
Sales and Marketing
SANLAM INSURANCE COMPANY
03.2021 - 12.2021
- Helped customers locate products and checked store system for merchandise at other sites.
- Engaged with customers to build rapport and loyalty.
- Prepared merchandise for sales floor by pricing or tagging.
- Accurately processed POS transactions, returning coin, currency, payment cards and receipts to customers.
- Provided positive first impressions to welcome existing, new and potential customers.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
- Supervised changing rooms, rehanging unwanted merchandise and supporting loss prevention initiatives.
Sales and Marketing Assistant
ICEA LION INSURANCE
01.2020 - 01.2021
- Assisted call-in customers with questions and orders.
- Tracked, measured and reported on trends for sales team analysis and decision making.
- Supported sales team with administrative assistance such as coordinating paperwork and responding to basic inquiries.
- Sat in on sales team trainings to learn successful selling tactics and persuasion techniques.
- Managed customer expectations and helped navigate sales processes.
- Measured and reported on results of marketing initiatives.
- Helped sales professionals maintain customer relationships by making follow up calls to recent buyers.
- Demonstrated products to customers, answered questions and redirected objectives to positive features.
- Assisted in creating written, video and image content for marketing channels.
- Collaborated closely with sales team to manage leads and help with proposals.
Customer Service Representative
ENKARE HOTEL
03.2017 - 12.2019
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Processed customer adjustments to maintain financial accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Recommended products to customers, thoroughly explaining details.
Education
No Degree - Food And Nutrition
Alice Italian Food Academy
Nairobi, Nairobi Province, Kenya 04.2001 -
Certificate Course - Hairdressing And Beauty
KINGS AND QUEENS BEAUTY SCHOOL
Nairobi, Nairobi Province, Kenya 01.2020 - 12.2020
Skills
Professionalism
Languages
Italian
Native language
Italian
Elementary
A2
sports
From an early age and influence by friends and family I love watching F1 as a Mercedes fan.
Timeline
Customer Service Manager
THE LUKE HOTEL
01.2022 - Current
Sales and Marketing
SANLAM INSURANCE COMPANY
03.2021 - 12.2021
Sales and Marketing Assistant
ICEA LION INSURANCE
01.2020 - 01.2021
Certificate Course - Hairdressing And Beauty
KINGS AND QUEENS BEAUTY SCHOOL
01.2020 - 12.2020
Customer Service Representative
ENKARE HOTEL
03.2017 - 12.2019
No Degree - Food And Nutrition
Alice Italian Food Academy
04.2001 -
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