Catherine Kariuki
Customer Service Executive
Kenya,CA
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Guest Relations Executive
Conrad Abu Dhabi Etihad Towers Hotel
09.2022 - 08.2023
- Proactively anticipated guest needs by maintaining up-to-date knowledge of local attractions and amenities.
- Handled escalated customer complaints professionally, ensuring swift resolution and satisfaction.
- Successfully resolved booking discrepancies by liaising with reservation agents, ensuring minimal disruption to guest plans.
- Supported hotel marketing initiatives through active engagement on social media platforms and response management on review websites.
- Implemented innovative communication strategies to keep guests informed about hotel services and promotions.
- Fostered a positive work environment by actively participating in team meetings and sharing best practices among colleagues.
- Organized special events and activities for VIP guests, creating memorable experiences.
- Collaborated with various departments to ensure seamless guest experiences during their stay.
Telephone Operator
Radisson Dubai Damac Hills
02.2022 - 07.2022
- Proficiently handled multiple tasks simultaneously while maintaining high standards of service quality
- Answered incoming calls and provided customers with requested information in a professional manner
- Adapted communication style based on individual customer needs, preferences, and personalities
- Ensured that all calls were answered promptly and professionally within designated time frames
- Documented all pertinent information from each call into the appropriate database or records system
- Operated office equipment such as switchboard systems, computers, copy machines, fax machines
- Monitored phone queues regularly to ensure prompt response times
- Demonstrated excellent problem-solving skills when addressing customer needs
- Processed customer orders, inquiries, and complaints quickly and accurately
- Provided timely follow-up on all customer interactions to ensure satisfaction levels were met or exceeded
- Collaborated closely with other departments to resolve complex customer inquiries
- Identified areas for improvement within the phone system process to increase efficiency and accuracy
- Maintained up-to-date knowledge of company products and services to effectively answer questions
- Developed strong relationships with customers through active listening techniques
- Answered incoming calls and assisted customers with inquiries and requests in a professional and timely manner
- Listened to customer requests, referring to directories to answer questions and provide telephone information.
Banquet Supervisor
Radisson Dubai Damac Hills
03.2021 - 02.2022
- Contributed to marketing efforts by showcasing successful events via social media platforms or other promotional avenues.
- Collaborated with sales team to create customized menus and event layouts tailored to client needs.
- Enhanced guest satisfaction by efficiently managing banquet events and ensuring proper setup.
- Streamlined communication between kitchen and service staff for seamless event execution.
- Implemented strategies to increase employee morale, leading to improved teamwork and productivity within the department.
- Regularly assessed equipment maintenance needs to ensure optimal functionality during events.
- Negotiated contracts with clients, resulting in increased revenue for the banquet department.
Supervisor
Jumeirah Beach Hotel Dubai
05.2013 - 05.2019
- Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Lead Barista
STARBUCKS COFFEE COMPANY
01.2010 - 03.2013
- Consistently maintained a clean and organized workspace, adhering to health and safety regulations.
- Utilized strong communication skills to foster a collaborative work environment among team members, resulting in increased productivity.
- Streamlined workflow for barista team members by implementing effective task delegation.
- Implemented employee training programs to improve overall knowledge of coffee products and brewing techniques among staff members.
- Received consistent positive feedback from customers regarding exceptional service and beverage quality.
- Developed promotional strategies to increase foot traffic during off-peak hours, contributing to higher overall revenue.
- Maximized profits through cost-efficient ordering practices while maintaining sufficient inventory levels for daily operations.
- Optimized workflow processes for faster order completion, decreasing wait times for customers.
Education
Diploma in Hospitality Management -
Kenya Utalii College
Skills
Exceptional communication
undefinedTimeline
Guest Relations Executive
Conrad Abu Dhabi Etihad Towers Hotel
09.2022 - 08.2023
Telephone Operator
Radisson Dubai Damac Hills
02.2022 - 07.2022
Banquet Supervisor
Radisson Dubai Damac Hills
03.2021 - 02.2022
Supervisor
Jumeirah Beach Hotel Dubai
05.2013 - 05.2019
Lead Barista
STARBUCKS COFFEE COMPANY
01.2010 - 03.2013
Diploma in Hospitality Management -
Kenya Utalii College
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