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MONICA NJAU
Nairobi
Summary
Customer service professional with a strong background in hospitality and virtual assistance. Achieved a 98% satisfaction rate while managing over 30 client bookings weekly. Proven ability to optimize workflows and maintain detailed records, ensuring seamless support for clients in the travel industry.
Overview
4
4
years of professional experience
Work History
Restaurant Customer Service Representative
Barista & company
Nairobi, Kenya
05.2025 - 02.2026
- Guided customers in menu selections and offered tailored recommendations to enhance dining experience.
- Processed customer orders accurately and efficiently.
- Resolved customer inquiries and issues promptly to ensure satisfaction and loyalty.
- Collaborated with team members to ensure smooth service flow.
- Updated knowledge of menu items, garnishes, ingredients, and preparation methods to provide accurate information and support service.
- Assisted in training new staff members on restaurant policies and procedures.
- Maintained accurate records of guest orders, including special requests or dietary restrictions.
Junior Virtual Assistant
Geczra kenya
Nairobi, Kenya
01.2023 - 12.2023
- Coordinated virtual meetings and ensured seamless technical setup.
- Managed daily scheduling and calendar organization for team members.
- Handled email correspondence and prioritized communications effectively.
- Streamlined administrative tasks in collaboration with team members.
- Oversaw staff correspondence, record tracking, and data communications to enhance automation of office operations.
- Pleasantly welcomed visitors, answered phone calls, and maintained the front reception desk.
Guest Service Representative
cafe javas'(cjs)
Nairobi, Kenya
03.2022 - 01.2023
- Answered incoming calls from guests to facilitate reservations and provide accurate information.
- Greeted walk-in and phone guests to identify and fulfill interests and needs.
- Handled customer complaints to enhance satisfaction and resolve issues effectively.
- Responded promptly to customer inquiries and resolved issues effectively.
- Trained new staff on operational procedures and customer service protocols.
Education
Virtual Assistant
African Leadership Xchange(ALX)
Nairobi 04-2026
Associate of Arts - Hospitality And Tourism Management
Nairobi Institute of Business Studies (NIBs)
Nairobi12-2024
Skills
- Customer service
- Virtual assistance
- Time management
- Effective communication
- Order processing
- Team collaboration
- Phone etiquette
- Reservation management
- POS systems expert
Timeline
Restaurant Customer Service Representative
Barista & company
05.2025 - 02.2026
Junior Virtual Assistant
Geczra kenya
01.2023 - 12.2023
Guest Service Representative
cafe javas'(cjs)
03.2022 - 01.2023
Virtual Assistant
African Leadership Xchange(ALX)
Associate of Arts - Hospitality And Tourism Management
Nairobi Institute of Business Studies (NIBs)