Benard Ochieng
Customer Service Expert
Doha
Summary
Knowledgeable and dedicated customer service professional with extensive experience of six years. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company goals. Specialized in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Expert / Concierge Specialist
Mirage International Property Consultants
Doha
10.2022 - Current
- Maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Optimizing customer support by establishing collaborative service environments through targeted operational initiatives.
- Providing primary customer support to internal and external customers.
- Boosting sales revenue by skillfully promoting diverse service options.
- Using company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Cultivating customers loyalty, promoting repeat business, and improving sales.
- Providing information regarding charge accounts and loyalty programs.
- Answering constant flow of customer calls with minimal wait times.
- Evaluating account and service history to identify trends, using data to mitigate future issues.
- Promoting available products and services to customers during service, account management, and order calls.
Guest Service Expert
JW Marriott Marquis City Center Doha
Doha
10.2019 - 09.2022
- Greeting visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Responding to guest inquiries to maximize guest satisfaction.
- Utilizing variety of organizational and communication skills to drive guest satisfaction.
- Assisting guests with variety of services and local attraction information.
- Maintaining high level knowledge of all hotel services offered to answer guest questions.
- Collaborating with team members to handle guest requirements from check-in through check-out.
- Overseeing fast-paced front desk operations and guests' needs at busy facility.
- Taking reservations over phone and through email, recording guest information in computer system and verifying details.
Bellman / Concierge Agent
Al Najada Hotel by Tivoli
Doha
05.2018 - 09.2019
- Explaining important features of guest rooms to travelers.
- Transferring luggage, bags and other items from vehicles and main lobby to and from guest rooms with wheeled cart.
- Notifying front desk manager of any guest issues in need of additional attention.
- Responding immediately to any guest requests or concerns and promptly resolving issues.
- Escorting guests to assigned rooms and transporting luggage.
Bellman at Plaza Inn Hotel
Doha
11.2015 - 05.2018
- Greeting and escorting guests to their respective rooms, opening doors and assisting guests/visitors entering and leaving the property
- Responding to residence owners’ and their guests’ requests for visitor information, special arrangements, and services
- Informing guests of property amenities, services, and hours of operation, and local areas of interest and activities
- Transporting guest’s luggage’s to and from guest’s rooms and/or designated bell area
- Ensuring uniform and personal appearance are clean and professional and maintaining confidentiality of company information
- Responding to special requests from guests with unique needs and follow up to ensure satisfaction
- Gathering, summarizing, and providing information to guests about the surrounding area amenities, including special events and activities
- Supplying guests with directions, arranging transportation (e.g., Hotel Limousine, taxi cab service) for guests/visitors, and recording advance transportation request as needed
- Assisting guests/visitors in and out of vehicles, including assisting guests with loading/unloading luggage’s
- Maintaining awareness of undesirable persons on property premises
- Welcoming and acknowledging all guests, anticipating and addressing guests’ needs
- Speaking with others using clear and professional language, and answering telephones using appropriate etiquette
- Developing and maintaining positive working relationships with others
- Complying with quality assurance expectations and standards.
Education
Diploma - Commerce And Operation Management
University Of Nairobi
Nairobi - Kenya 01.2014 - 10.2015
Certificate - Certificate in Customer Service Operations
Nairobi Utalli College
Nairobi Kenya 01.2013 - 01.2014
Skills
Report preparation
Staff education and training
Complaint resolution
Service standard compliance
Stock management
Recordkeeping strengths
Stocking and replenishing
CRM
Professional telephone demeanor
Sales expertise
Timeline
Customer Service Expert / Concierge Specialist
Mirage International Property Consultants
10.2022 - Current
Guest Service Expert
JW Marriott Marquis City Center Doha
10.2019 - 09.2022
Bellman / Concierge Agent
Al Najada Hotel by Tivoli
05.2018 - 09.2019
Bellman at Plaza Inn Hotel
11.2015 - 05.2018
Diploma - Commerce And Operation Management
University Of Nairobi
01.2014 - 10.2015
Certificate - Certificate in Customer Service Operations
Nairobi Utalli College
01.2013 - 01.2014