Alice UMURERWA
KIGALI CITY,KICUKIRO
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
Work History
Bakery
RADISSON BLU AND CONVENTION CENTRE HOTEL
Kigali
01.2024 - 03.2024
- Crafted a variety of baked goods, ensuring adherence to quality and consistency standards.
- Trained new team members on baking techniques and kitchen safety protocols.
Waitress
HILL VIEW HOTEL LAKE KIVU
Gisenyi
01.2024 - 01.2025
- Provided exceptional customer service, enhancing guest satisfaction and loyalty.
- Managed multiple tables efficiently, ensuring timely order delivery and accurate billing.
- Trained new staff on menu offerings, service standards, and operational procedures.
- Resolved guest concerns promptly, contributing to positive dining experiences and reviews.
- Maintained cleanliness and organization of dining areas in compliance with health regulations.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
Customer Care
SIGASIRA HEALTH HUB LTD
KAMONYI
01.2020 - 12.2020
- Delivered excellent customer care when handling returns or exchanges, empathizing with shopper concerns while adhering to company policies.
- Improved dealership reputation by delivering exceptional customer care throughout the sales process.
- Collaborated with cross-functional teams to implement process improvements that optimized customer care operations.
- Implemented quality assurance measures to ensure adherence to company policies and maintain high standards of customer care.
Education
MBA - Masters of Business Administration:
Kigali Independent University
Gisenyi2027
Bachelor of Arts - Hotel And Restaurant Management
University of Tourism, Technology And Business
GIsenyi02.2024
Highschool - Crop Production
KABUTARE TSS
Huye11.2019
Skills
- Customer service
- Active listening
- Critical thinking
- Food safety and sanitation
- Attention to detail
- Customer relations
- Problem resolution
- Conflict resolution
- Complaint resolution
Timeline
Bakery
RADISSON BLU AND CONVENTION CENTRE HOTEL
01.2024 - 03.2024
Waitress
HILL VIEW HOTEL LAKE KIVU
01.2024 - 01.2025
Customer Care
SIGASIRA HEALTH HUB LTD
01.2020 - 12.2020
MBA - Masters of Business Administration:
Kigali Independent University
Bachelor of Arts - Hotel And Restaurant Management
University of Tourism, Technology And Business
Highschool - Crop Production
KABUTARE TSS