Elizabeth Masinde
Alexandria,VA
Summary
I have extensive experience in customer service operations and relationship building. My career is underpinned by an unwavering commitment to delivering exceptional customer service, adept problem-solving skills, a flair for adaptability, and a proven track record in leadership roles. In any role I take up, my primary goal is to elevate customer service and satisfaction to new heights.
Experienced with problem-solving and conflict resolution in customer service environments. Utilizes effective communication and active listening to address customer needs. Track record of adapting to dynamic situations and maintaining positive customer experience.
Overview
12
12
years of professional experience
Work History
Customer Service Officer
ABSA BANK KENYA
07.2024 - 07.2025
- Resolved customer inquiries efficiently using CRM software, ensuring high satisfaction levels.
- Trained new staff on service protocols and communication techniques to enhance team performance.
- Collaborated with cross-functional teams to streamline complaint resolution processes, improving response times.
- Analyzed customer feedback data to identify trends and recommend improvements in service delivery.
Business Development
Ruth’s Kitchen
06.2022 - 06.2024
- Spearheaded the expansion of culinary operations, including menu planning, food production, and kitchen management.
- Orchestrated a 20% boost in customer satisfaction by introducing innovative menu offerings and upholding impeccable food quality.
- Strategically implemented cost-saving initiatives, resulting in a 15% reduction in food expenses while preserving top-notch standards.
- Nurtured and coached kitchen staff, catalyzing improvements in overall kitchen performance and productivity.
- Identified market trends and implemented strategies, leading to a notable 30% increase in sales.
Customer Relations Officer
Homes Universal Limited Company
08.2019 - 12.2020
- Delivered prompt, accurate, and courteous responses to customer queries, enhancing satisfaction.
Hygiene Services Officer and Supervisor
Parapet Cleaning and Support Services Company
01.2017 - 01.2019
- Coordinated departmental activities to ensure hygiene and minimize cross-contamination.
- Proactive resolution of client inquiries, fostering positive relationships.
- Upheld high standards of health and safety.
- Trained staff on housekeeping techniques, use of cleaning materials and proper handling of equipment and machines.
Restaurant Supervisor
Tupelo African Restaurant
02.2015 - 12.2016
- Oversaw day-to-day operations, including meticulous management of inventory and rigorous adherence to quality standards and cleanliness.
- Spearheaded a remarkable 40% surge in sales through meticulous budget management and comprehensive team training.
Internship
Serena Beach Resort and Spa
01.2014 - 08.2014
- Gained extensive experience across various hotel departments, with a focus on delivering exceptional guest service.
- Assisted in organizing and executing large-scale culinary events, honing event planning and execution skills.
Triple Trojans Hotel Kisumu Kenya
04.2013 - 08.2013
- Produced reports, streamlined operational procedures, and consistently upheld the highest customer service standards.
- Collaborated with the management team to implement innovative guest experiences, contributing to increased bookings.
Education
Certificate - Professional Cleaning and Sanitation Techniques
Parapet Hospitality and Business Institute
B.Sc. - Ecotourism, Hotel and Institution Management with IT
Maseno University
Skills
- Customer Service
- Problem-Solving
- Negotiation
- Effective Time Management
- Decision Making
- Communication
- Honesty & Integrity
- Adaptability
- Conflict resolution
- Relationship building
- Menu planning
Languages
English
Professional Working
Swahili
Professional Working
Timeline
Customer Service Officer
ABSA BANK KENYA
07.2024 - 07.2025
Business Development
Ruth’s Kitchen
06.2022 - 06.2024
Customer Relations Officer
Homes Universal Limited Company
08.2019 - 12.2020
Hygiene Services Officer and Supervisor
Parapet Cleaning and Support Services Company
01.2017 - 01.2019
Restaurant Supervisor
Tupelo African Restaurant
02.2015 - 12.2016
Internship
Serena Beach Resort and Spa
01.2014 - 08.2014
Triple Trojans Hotel Kisumu Kenya
04.2013 - 08.2013
B.Sc. - Ecotourism, Hotel and Institution Management with IT
Maseno University
Certificate - Professional Cleaning and Sanitation Techniques
Parapet Hospitality and Business Institute