Summary
Overview
Work History
Education
Skills
references
Timeline
Generic

DOREEN MBABAZI

Ventura,CA

Summary

Knowledgeable and dedicated customer service professional with 8+ years of extensive experience in the Hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships and cultivating partnerships.

Overview

10
10
years of professional experience

Work History

Client Service Specialist

Harbor Freight Tools USA
Camarillo, CA
11.2021 - Current
  • Answer over 50 calls per shift to meet fast-paced call center demands.
  • Resolving concerns with products or services to help with retention and drive sales.
  • Maintaining accurate and current customer account data with manual forms processing and digital information updates.
  • Delivering exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Constant learning to maintain in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Verify accurate responses to questions and inquiries by maintaining advanced product knowledge.
  • Analyze and escalate complaints, issues and grievances to designated departments for investigation and response.
  • Field customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Respond to customer requests for products, services and company information.
  • Achieve high satisfaction rating through proactive one-call resolutions of customer issues.

Reservations Sales Agent

Ojai Valley Inn & Spa
Ventura, CA
09.2019 - 07.2021
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities. Maintaining 95% score rating.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
  • Prepare customer invoices, accept payments and processed refund and cancellation requests.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Provided customers with information about availability and pricing.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
  • Handle billing information over phone with discretion and integrity.

Advertising Sales Manager

Vacker Company Limited
Kampala, Uganda, Rwanda
08.2016 - 08.2017
  • Used consultative sales techniques to pinpoint customers' advertising needs and close on short-term and long-term sales contracts.
  • Create and present media and advertising packages to prospective customers.
  • Conduct market research to attract clients in new territories.
  • Research and customize service proposals for clients to meet requirements and set profitable compensation scale.
  • Develop strong relationships with advertisers and negotiated pricing following established procedures.
  • Communicate regularly with territory, regional and strategic managers for daily support and strategic planning for accounts.
  • Communicate with suppliers to reconcile invoice payments.
  • Apply proper codes to invoices, files and receipts to keep records organized and easily searchable.

Event Coordinator

Clarity Communications
Kampala, Uganda, Uganda
01.2016 - 07.2016
  • Manage administrative logistics of events planning, including contract signing, fee collection, event booking and event promotions.
  • Plan large-scale events such as trade shows, conferences, and meetings.
  • Foster relationships with local and national wedding suppliers to obtain best price, quality, and delivery of products.
  • Interview with clients to understand event scopes of work, establish budgets and determine timelines for venue selection, guest list finalization, and rehearsal, ceremonies, and receptions.
  • Coordinate schedules and timelines for all events.
  • Manage event logistics and operations, including support staff, vendor services and volunteers.
  • Solicit feedback from clients to assess event success and uncover opportunities for improvement.

Travel Consultant, Invoicing & Billing

Primate Safaris Limited
Rwanda, Kigali , Rwanda
03.2013 - 01.2016
  • Handle and document the invoicing for travel services and associated feels.
  • Resolve financial inconsistencies through collection of outstanding fees, management of refunds and delivery of travel documentation.
  • Implement automated office systems, optimizing client and data communications as well as records management.
  • Maintain proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
  • Input high volume of monthly invoices with consistent accuracy.
  • Respond to clients' questions, issues, and complaints and found appropriate solutions when needed.
  • Organize memorable and exquisite travel itineraries and vacations.
  • Maintain consistent record of completing projects in accordance with schedule and budget requirements.
  • Enhanced recordkeeping and documentation.
  • Handle sensitive information with professionalism and discretion.


Education

Business Entrepreneurship Training -

Regent University & Rwanda Business Development Center
Rwanda Kigali/ Canada Certificate
2014

Diploma - Mass Communication

United Media Consultants And Trainers
Uganda Kampala
12.2012

Skills

  • Excellent work ethic and time management
  • Multitasking abilities
  • Self-Motivated
  • Attention to Detail
  • Community Engagement
  • Excellent Communication
  • Clerical Support
  • Upbeat and Positive Personality
  • Microsoft Office
  • Organized
  • Recordkeeping strengths
  • Professional telephone demeanor
  • Compliance requirements

references

Upon Request

Timeline

Client Service Specialist

Harbor Freight Tools USA
11.2021 - Current

Reservations Sales Agent

Ojai Valley Inn & Spa
09.2019 - 07.2021

Advertising Sales Manager

Vacker Company Limited
08.2016 - 08.2017

Event Coordinator

Clarity Communications
01.2016 - 07.2016

Travel Consultant, Invoicing & Billing

Primate Safaris Limited
03.2013 - 01.2016

Business Entrepreneurship Training -

Regent University & Rwanda Business Development Center

Diploma - Mass Communication

United Media Consultants And Trainers

Similar Profiles

CREATE PROFILE
DOREEN MBABAZI