Summary
Overview
Work History
Education
Skills
Milestones
References
Accomplishments
Timeline
Generic

Esther Nyandwaro

Mombasa

Summary

Customer Service Executive with proven experience in enhancing organizational brand through customer acquisitions, managing customer expectations and retention and fostering customer loyalty. Outstanding experience in maximizing the value of existing customers through cross-selling of complementing products and services, stimulating word of mouth referrals, and stimulating demand for goods and services through delivery of exclusive offers and promotions. Adept at providing back-end support to sales teams; handling customer dissatisfactions; team leadership; report writing, and communication. Resourceful Travel Consultant passionate about providing dream experiences in leisure travel. Strong research background and love of all things travel. Extensive career in hospitality working with clients pursuing unique vacation adventures. Independent Travel Agent offering more than [Number] years of industry experience. Terrific communicator with base of wealthy, loyal clientele. Consistently delivers best client experiences resulting in repeat business and market expansion. Corporate Travel Consultant with laser-like focus on marketing and providing customer satisfaction. Exceptional scheduler with expertise in time management. Career success in travel and hospitality for private, global and corporate customers.

Overview

15
15
years of professional experience

Work History

Event Manager

Pink Lemons Caterings Ltd.
01.2017 - Current
  • Enhanced the corporate image by responding knowledgeably to customer queries and requests
  • Effectively handled incoming and outgoing communications with customers
  • Managed customer relations, and made recommendations regarding opportunities for deepening relationships with the customers
  • Fueled the growth of catering accounts through ongoing sales efforts, promotions and local solicitation
  • Implemented action plans designed to increase revenues in the market
  • Coordinated and oversaw internal and external catering events
  • Closely worked with the Executive Chef with menu development, costing and marketing functions.
  • Managed administrative logistics of events planning, event booking, and event promotions.
  • Fulfilled contractual obligations for rehearsal and day of event coordination.
  • Oversaw preparation and management of event budgets to deliver at or below projected costs.
  • Nurtured and built relationships with vendors, venues and industry contacts to obtain best pricing and services for events.
  • Coordinated florists, photographers, and musicians for events.

Sales Executive

CIC Insurance Group Ltd.
01.2017 - 02.2017
  • Handled life and general insurance sales
  • Maintained good relationship between clients and CIC Insurance group through handling customer complaints and focusing on client satisfaction
  • Worked hand in hand with Sacco's to give them excellent rates and through commission sales
  • Maintained and extended sales territories
  • Resolved customer enquiries and escalated the same to management whenever the need arose
  • Responded to customer requests and concerns.
  • Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Researched sales opportunities and possible leads to exceed sales goals and increase profits.
  • Analyzed past sales data and team performance to develop realistic sales goals.

Sales/Customer Relations Officer

Oxygen Media Agencies
01.2012
  • Oversaw the promotion of the company's products and services
  • Acted as the interface between clients and executive management for projects
  • Effectively communicated the key points of marketing strategies
  • Produced analytical data showing return on investment and adjusted client expectations to meet realistic results
  • Reported on the progress of projects, the budgetary and scheduling considerations to the senior management
  • Provided counsel to clients, the staff and senior management on how to produce positive project outcomes.

Customer Service Executive

Oxygen Media Agency
01.2009 - 01.2014
  • Handled all the incoming calls, walk-in clients and ensured effective communication online for any queries from the company's clientele
  • Built strong and beneficial relationships with customers which ensured repeat business
  • Enhanced efficiencies in customer relations management, including faster serving of guests, which made them feel valued
  • Effectively managed customer accounts and provided feedback on scheduling of their jobs and any feedback that the company received in that regard
  • Managed the relationship between clients and the company and ensured that all promises were delivered
  • Handed customers queries and complaints.
  • Developed working relationships with internal and external customers while assisting with account management duties.
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.

Customer Service Attendant

Nyali International Beach Hotel
01.2011 - 01.2012
  • Provided customers with accurate information based on their needs
  • Answered the telephone in accordance with the Nyali International telephone policy
  • Proactively provided customers with accurate product and pricing information
  • Identified and acted on selling opportunities to retain revenue, while providing suitable solutions to customers' requirements
  • Ensured transactional information and system entries were completed in an accurate, complete and timely manner.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Provided primary customer support to internal and external customers.
  • Answered constant flow of customer calls with minimal wait times.

Customer Service Agent

Airtel Kenya Networks
01.2010 - 01.2011
  • Assisted in the development and implementation of action plans that addressed the outcomes of poor services
  • Identified ongoing service issues and recommended solutions to the Branch Manager
  • Maintained an awareness of customer needs and potential service issues through regular telephone contacts
  • Generated revenue mainly through sales
  • Liaised with internal department to find potential solutions that met the needs of the customer
  • Provided regular updates to the customer in line with the agreed call back times and their preferred communication channel
  • Recorded timely, accurate and complete information in the system to enable global visibility and consistency of information and root cause analysis
  • Monitored the quality of recording of customer service activities
  • Communicated Service Recovery cost information to enable accurate invoicing to the finance administration
  • Provided marketing support by making outbound sales calls for special promotions
  • Compiled reports on overall customer satisfaction.
  • Maintained collaborative relationships with FOH and BOH team members to optimize productivity and provide seamless guest experiences.
  • Liaised with dining services leaders to develop and implement systems, policies and procedures.
  • Adhered to cash handling and reconciliation procedures to monitor and control cash and receipts.
  • Liaised with senior management to attract, develop and retain staff.
  • Achieved objectives in sales, costs, employee retention, food quality, cleanliness and sanitation to maintain guest satisfaction and high-quality customer service.

Education

Bachelor of Tourism Management - Tourism Management

Moi University
Nairobi Campus

Skills

  • Working with marketing teams to develop and implement customer acquisition and retention strategies
  • Setting and reinforcing standardized customer relations management among customer-facing staffs
  • Responding to client requests and concerns promptly and effectively
  • Planning for events, and inspiring clients and staffs to maximize their business interactions
  • Processing customer orders, and bookings in person, online, and on phone
  • Providing information on products and services to enable customers to make purchasing decisions
  • Building and managing organizational online presence, including Facebook, Twitter and Instagram accounts
  • Recruiting, mentoring and developing customer service agents
  • Creating and nurturing the best environment for talent development and excellence

Milestones

  • Enhanced levels of customer satisfaction through honest matching of products with customer needs, and grew sales by recommending complementary products, working as Customer Service Officer, Pink Lemons Caterings Ltd.
  • Worked closely with the senior management and helped them develop, design and implement marketing strategies and initiatives, serving as Sales/Customer Relations Officer at Oxygen Media Agencies.
  • Ensured a strong focus on Customer Service competencies development and quality in order to delight customers, serving as Customer Service Agent at Airtel Kenya.
  • Enhanced CIC Insurance Group Ltd.'s sales through positive representation of the company's brand in the market, and by responding knowledgeably to customer enquiries, serving as a Sales Executive.

References

  • Esther Kamwega, Senior Manager, Revenue Assurance, Safaricom Kenya Limited, Nairobi, (+254) 704 404404, ewahenje@safaricom.co.ke
  • Miriam Murage, Team Leader, CIC Group Ltd., Nairobi, (+254) 723 076766, miriam.wanguimurage@ke.cicinsurancegroup.com
  • Lilian Wachenje, Pink Lemons Catering, (+254) 733 213580, wakeshomwagonah@gmail.com

Accomplishments

  • Supervised team of [Number] staff members.
  • Has been the top booking agent at [Name of agency] since [year] due to exceptional service and customer relationship building skills.
  • Created elaborate destination wedding travel packages to boost company sales.
  • Marketed travel deals, special promotions and valuable discounts to clients through email, phone call, and monthly newsletters, which helped to boost sales volumes by [Number]%.
  • Tapped by a local high school to offer a presentation to students on sales vocations on its annual Career Day, which was so popular that it was included every year afterwards.
  • Cross-trained on the agency manager's tasks and responsibilities and was entrusted to handle all duties when that individual was unavailable.

Timeline

Event Manager

Pink Lemons Caterings Ltd.
01.2017 - Current

Sales Executive

CIC Insurance Group Ltd.
01.2017 - 02.2017

Sales/Customer Relations Officer

Oxygen Media Agencies
01.2012

Customer Service Attendant

Nyali International Beach Hotel
01.2011 - 01.2012

Customer Service Agent

Airtel Kenya Networks
01.2010 - 01.2011

Customer Service Executive

Oxygen Media Agency
01.2009 - 01.2014

Bachelor of Tourism Management - Tourism Management

Moi University
Esther Nyandwaro