Phelly Amolo
Virtual Assistant
Nairobi,30
Summary
Dedicated Hotel Cashier and Customer Service Agent with 10 years of comprehensive experience in the hospitality industry. Skilled in data entry, POS system operations, and CRM management, ensuring smooth and efficient guest interactions. Proficient in research and calendar management, enhancing operational efficiency and guest satisfaction. Awarded Employee of the Month and Cashier of the Month for exceptional performance and leadership. Adept at handling financial transactions, resolving customer issues, and maintaining a positive guest experience.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
CUSTOMER SERVICE AGENT
Jumia E-commerce
Nairobi, Nairobi Province
3 2022 - Current
- Provided friendly, attentive service by promptly responding to customer inquiries and processing order requests
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction
- Input customer information, call notes, and personal data onto internal database
- Resolved customer queries over phone and by email
- Built meaningful connections with customers to promote customer loyalty
- Processed orders on online system with accuracy.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
SENIOR CASHIER
Hoggers Limited (Steers and Debonair Pizza)
Nairobi, Nairobi Province
04.2014 - 02.2021
- Helped customers with specific item requests by answering questions and offering knowledgeable product advice
- Maintained high productivity by efficiently processing cash, credit and debit payments
- Assessed customer needs through clear communication, anticipating and responding appropriately to queries.
- Communicated with customers and team members to solve problems.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Mentored junior cashiers with comprehensive training and ongoing guidance, boosting team performance.
- Developed strong relationships with repeat customers through friendly service interactions.
- Assisted with merchandising tasks as needed to maintain store appearance standards and promote product visibility.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
JUNIOR CASHIER
Hoggers Limited(Steers and Debonairs Pizza)
04.2012 - 04.2014
- Operated tills to accurately process cash and credit card transactions
- Engaged with customers to better understand their needs and deliver excellent service
- Collaborated with team members to achieve target results
- Actively listened to customers to fully understand requests and address concerns
- Picked up additional tasks to aid team success
- Thrived in fast-paced environment with energy and enthusiasm.
- Ensured proper cash handling procedures were followed, reducing discrepancies in daily reconciliations.
WAITRESS
Hilton hotel
05.2011 - 12.2011
- Maintained safe food handling standards at all times
- Upheld high standard of cleanliness in all work areas to comply with health and safety regulations
- Prepared and served coffee, espresso drinks and cocktails to provide beverage varieties and options
- Demonstrated full knowledge of all menu items, contents and preparation methods to provide suggestions based on customer preference
- Completed opening and closing checklists according to set standards
- Delivered quality food and beverage service to over 500 guests per shift
- Washed buffet, restaurant and banquet items, including silverware, dishes, cooking utensils, equipment and displays
- Anticipated and addressed guests' service needs
- Performed additional tasks to keep dining room running smoothly
- Handled high-volume credit and cash transactions using Point Of Sale (POS) systems efficiently
- Trained new team members in cash register operation, stock procedures and customer service.
RECEPTIONIST ASSISTANT
Mara Hippo Safari Lodge
04.2010 - 12.2010
- Welcomed customers warmly and politely when entering establishment, providing refreshments while waiting
- Welcomed guests and clients in friendly, positive manner.
Education
Certificate. - Virtual Assistant
ALX Africa
Remote 02.2022 - 04.2022
Some College (No Degree) - FOOD AND BEVERAGE AND GUEST RELATIONS
Paragon Hospitality Training Programme
Nairobi, Kenya 03.2009 - 04.2010
Some College (No Degree) - Computer Programming
DOMINION INSTITUTE OF BUSINESS STUDIES
Nairobi, Kenya 04.2009 - 05.2009
High School Diploma -
St Mary Gorrety Dede Girls High School
Migori 02.2005 - 11.2008
Skills
Handling objections
Product Expertise
Results-driven
Polite phone manner
Excellent communication skills
After-sales support
Account management
Order processing
Refund and exchange
Team management
Information Verification
Customer Relations
Awards
- Earned Employee of the month award for the best cashier.
- Promoted to senior cashier.
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Collaborated with team of 20 in the development of promotion items.
References
- Mrs. Josephine Gitangu, Branch Manager Debonairs Pizza, 0733286810
- Mr. Edwin Odari, Assistant Branch Manager Steers, 0724911405
- Mrs. Faith Mwende, Supervisor Jumia Foods Call Center, 0712007598
Hobbies
- Cooking
- Travelling
- Community development
Timeline
Certificate. - Virtual Assistant
ALX Africa
02.2022 - 04.2022
SENIOR CASHIER
Hoggers Limited (Steers and Debonair Pizza)
04.2014 - 02.2021
JUNIOR CASHIER
Hoggers Limited(Steers and Debonairs Pizza)
04.2012 - 04.2014
WAITRESS
Hilton hotel
05.2011 - 12.2011
RECEPTIONIST ASSISTANT
Mara Hippo Safari Lodge
04.2010 - 12.2010
Some College (No Degree) - Computer Programming
DOMINION INSTITUTE OF BUSINESS STUDIES
04.2009 - 05.2009
Some College (No Degree) - FOOD AND BEVERAGE AND GUEST RELATIONS
Paragon Hospitality Training Programme
03.2009 - 04.2010
High School Diploma -
St Mary Gorrety Dede Girls High School
02.2005 - 11.2008
CUSTOMER SERVICE AGENT
Jumia E-commerce
3 2022 - Current