Pauline Murathi
Social Worker
Nairobi,Kiambu
Summary
Dynamic professional with a proven track record in customer service and conflict resolution at Macherie Restaurant. Skilled in facilitation techniques and strategic planning, I excel in enhancing customer satisfaction and loyalty. My ability to manage high-stress situations and build rapport has consistently led to positive outcomes and improved relationships.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Team Building Facilitator
Eagles Management Consultants Ltd
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Intern Mediator
Chief’s Office Kahawa Sukari
04.2025 - 05.2025
- Assisted in handling public complaints and resolving community disputes.
- Participated in peace and security meetings and supported administrative coordination.
- Supported coordination and implementation of national government policies at location level.
- Maintained accurate documentation and upheld confidentiality standards.
- Delivered front office and customer care services to community members.
Customer Service Representative
Macherie Restaurant, Doha Qatar
01.2022 - 02.2023
- 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.
- 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.
- Participated in training programs to enhance product knowledge and customer service skills.
- Investigated and resolved customer inquiries and complaints quickly.
Cashier
Macherie Restaurant Doha, Qatar
01.2022 - 01.2023
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Built relationships with customers to encourage repeat business.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
Education
High School Diploma - Social Work And Community Development
Zetech University
Ruiru Certificate -
Mediation Training Institute East Africa
Nairobi02.2025
Skills
Facilitation techniques
Strategic planning
Project management
Staff management
Certification
Mind education specialist training
Timeline
Intern Mediator
Chief’s Office Kahawa Sukari
04.2025 - 05.2025
Customer Service Representative
Macherie Restaurant, Doha Qatar
01.2022 - 02.2023
Cashier
Macherie Restaurant Doha, Qatar
01.2022 - 01.2023
Mind education specialist training
07-2016
Team Building Facilitator
Eagles Management Consultants Ltd
High School Diploma - Social Work And Community Development
Zetech University
Certificate -
Mediation Training Institute East Africa