Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE AGENT
THE EMIRATES GROUP/DNATA
DUBAI
07.2017 - 09.2020
- Ensuring safety compliance in accordance with airport health and safety standards; Managing crew counter for cabin crew and flight deck officers; Handling and providing solutions to passenger complaints; Ensuring proper travel documentation, reviewing bookings, issuing boarding pass as well as providing passengers with real-time updates to changes in flights information.
- Provided product information to customers in a timely manner.
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
BAR WAITER
THE MEYDAN HOTEL
DUBAI
12.2015 - 06.2017
- Professionally serving guests with their desired orders; Maintaining and enhancing guests/diners experience whilst at the hotel.
- Greeted guests and provided them with menus.
- Assisted in seating guests at tables.
- Provided customers with information about the menu items, drinks, and specials of the day.
- Took orders from customers for food and beverages.
- Delivered ordered items to customers quickly and efficiently.
- Checked on customers to ensure they were satisfied with their meal or drinks.
- Cleared away dirty dishes, glasses, and cutlery between courses as needed.
- Replenished condiments, napkins, silverware, and other supplies at tableside stations when necessary.
- Processed payments using cash registers or point-of-sale systems.
- Responded promptly to customer complaints in a professional manner.
- Maintained cleanliness of dining area throughout shift.
- Followed proper pouring techniques for alcoholic beverages according to company policy.
ROLLER-SKATER BARTENDER
MOVENPICK RESORT & SPA
TALABAY, JORDAN
04.2014 - 04.2015
- Professionally serving guests with their desired orders; Maintaining and enhancing guests/diners experience whilst at the hotel.
- Greeted customers and provided excellent customer service.
- Prepared alcoholic and non-alcoholic beverages according to recipe standards.
- Ensured proper sanitation of bar area, glassware, utensils, and equipment.
- Maintained inventory of liquor, beer, wine, and other beverage items.
- Provided drink suggestions to customers based on their preferences.
- Processed payments accurately and efficiently with POS system.
- Assisted in setting up the bar for service shift.
- Kept track of all orders made by customers and communicated them promptly to kitchen staff.
- Stocked ice bins and coolers as needed throughout shift.
- Monitored guests' alcohol consumption levels to prevent over-intoxication or underage drinking.
- Resolved customer complaints in a professional manner.
- Performed opening and closing duties including restocking supplies.
- Managed cash drawer at the end of each shift ensuring accuracy of funds received.
- Developed good working relationships with fellow employees through effective communication.
- Checked identification cards for proof of age prior to serving alcohol beverages.
- Participated in weekly team meetings to discuss goals and objectives set by management.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
Education
Certificate - Auto CAD and Arch CAD
Skills
- Strong communication skills
- Strong planning and organization skills
- Time management
- Problem solving
- Excellent interpersonal skills
- Customer Focus
- Assertiveness
- Complaint Handling
- Outstanding communication skills
- Problem Resolution
- Upselling
- Customer Complaint Resolution
Certifications And Interests
2019, EMIRATES GROUP, Document Handling, 2019, EMIRATES GROUP, Safety Auditing, 2019, EMIRATES GROUP, Dangerous goods detection and handling, 2015, MBAGATHI HOSPITAL, Certificate in Food Hygiene, Recreational sports - skating, Volunteering in charitable activities, Chess
Languages
English
First Language
Swahili
Intermediate (B1)
B1
Sign Language
Beginner (A1)
A1
Certification
- Dnata Service Certificate
- The Meydan hotel Service certificate
- The Meydan Hotel Certificate of appreciation
- Movenpick Hotel & Spa Tala Bay service certificate
- Wine training Certificate
References
References available upon request.
Hobies
Skating
Playing Chess
Travelling
Jogging
Drawing
Timeline
CUSTOMER SERVICE AGENT - THE EMIRATES GROUP/DNATA
07.2017 - 09.2020
BAR WAITER - THE MEYDAN HOTEL
12.2015 - 06.2017
ROLLER-SKATER BARTENDER - MOVENPICK RESORT & SPA
04.2014 - 04.2015
Zetech University - Certificate, Auto CAD and Arch CAD
- Dnata Service Certificate
- The Meydan hotel Service certificate
- The Meydan Hotel Certificate of appreciation
- Movenpick Hotel & Spa Tala Bay service certificate
- Wine training Certificate
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