Saraphina Mary
Nairobi ,Kenya
Summary
I am a highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. I am a hardworking and reliable customer service representative/ housekeeper with strong ability in managing time and meeting the company needs and organized practices. Offering customers service and multitasking . Highly organized, proactive and punctual with team-oriented mentality.
Overview
2
2
years of professional experience
Work History
Housekeeping Room Attendant
Parklands
Nairobi , Kenya
11.2023 - Current
- Empty wastebaskets; replace trash bags; transport trash containers to designated disposal area.
- Followed safety procedures when using chemical cleaners and power equipment.
- Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions.
- Replaced sheets and pillowcases daily and used hospitality corners on beds to provide comfort for guests.
- Sorted and counted linens and organized in storage areas.
- Communicated with customers about requests for additional supplies or cleaning services.
- Monitored safe usage of chemical cleaners to prevent inhalation, spillage and chemical burns.
- Swept stairwells; vacuum hallways; cleaned public restrooms when necessary.
- Communicated with maintenance team on damages to repair.
- Sanitized bathrooms by scrubbing sinks, toilets, bathtubs, showers, floors, mirrors, walls and counters.
- Employed deep-cleaning techniques for areas in need of additional sanitation.
- Communicated effectively with team members about daily assignments and task progress.
- Transported cart with cleaning supplies, amenities and linens to assigned guest rooms.
- Adhered to daily cleaning schedules and updated as needed based on demand.
- Replenished room amenities according to established guidelines.
Customer Service Representative
Katoloni general shop
Machakos , Kenya
01.2022 - 10.2023
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Strengthened customer retention by offering discount options.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Developed strong customer relationships to encourage repeat business.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Took special orders in person and over telephone, generating additional revenue every month.
- Promoted available products and services to customers during service, account management and order calls.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Consulted with customers to resolve service and billing issues.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Improved customer service wait times to mitigate complaints.
Education
Bachelor of Science - Education
Kibabii University
Bungoma 12-2023
High School Diploma -
Our Lady of Mercy Secondary School
Nairobi 12-2018
Skills
- Customer Service-Focused
- Maintenance Coordination
- Quality Assurance
- Customer Service
- Commercial Equipment Operation
- Relationship Building
- Team Support and Collaboration
- Computerized Maintenance Management
- Time Management
- Team work
Languages
English
Proficient
C2
Swahili
Advanced
C1
Timeline
Housekeeping Room Attendant
Parklands
11.2023 - Current
Customer Service Representative
Katoloni general shop
01.2022 - 10.2023
Bachelor of Science - Education
Kibabii University
High School Diploma -
Our Lady of Mercy Secondary School
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