Overview
Work History
Education
Skills
Timeline
Generic

TOM MARANGO

LEADERSHIP| HOSPITALITY MANAGEMENT| CUSTOMER FOCUSED.
NAIROBI

Overview

20
20
years of professional experience
3
3
years of post-secondary education

Work History

Startup Founder

Mizu limited
Kisumu
08.2021 - Current
  • Studied market to determine optimal pricing of goods and capitalize on emerging opportunities.
  • Conducted target market research to scope out industry competition and identify advantageous trends.
  • Created and monitored promotional approaches to increase sales and profit levels.
  • Created organization's mission and vision statements for use by employees.

Customer Manager.

Etihad Airlines
Abu Dhabi
04.2007 - 02.2021
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
  • Established performance and service goals and held associates accountable for individual performance.

Chief Concierge

Emirates Palace Hotel
Abu Dhabi
01.2006 - 02.2007
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.

Customer Advisor

Kenya Power and Lighting Company
Nairobi
01.2003 - 12.2005
  • Navigated extensive company knowledge base to obtain appropriate solutions for customer service issues.
  • Resolved customer issues to enable mutually beneficial outcomes and encourage continued cooperation.
  • Engaged in consultative sales, cross-selling and up-selling activities to align customer needs with business offerings.
  • Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes.

Education

MBA - Business Administration

University of Roehampton
London
01.2018 - 01.2021

No Degree - Sales Strategy Marketing Safety Business Continuit

Etihad Academy
Abu Dhabi

Skills

Communication

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Timeline

Startup Founder

Mizu limited
08.2021 - Current

MBA - Business Administration

University of Roehampton
01.2018 - 01.2021

Customer Manager.

Etihad Airlines
04.2007 - 02.2021

Chief Concierge

Emirates Palace Hotel
01.2006 - 02.2007

Customer Advisor

Kenya Power and Lighting Company
01.2003 - 12.2005

No Degree - Sales Strategy Marketing Safety Business Continuit

Etihad Academy

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TOM MARANGOLEADERSHIP| HOSPITALITY MANAGEMENT| CUSTOMER FOCUSED.