Summary

Overview

Work History

Education

Skills

Timeline

GEORGE GABRIEL GACHARA

Nairobi

Summary

Dynamic customer service professional with extensive experience at Mediterranean Shipping Company, excelling in conflict resolution and cash management. Proven ability to enhance guest satisfaction and streamline operations, leveraging strong skills in Microsoft Office and collaboration. Recognized for effectively addressing guest needs and fostering a welcoming atmosphere.

Overview

years of professional experience

Work History

Bell Attendant

Mediterranean Shipping Company(MSC)

12.2023 - Current

Greeting guests, answering questions, providing information about the ship and its amenities, offering assistance with onboard activities and excursions.
Handling check-in and check-out procedures, managing guest accounts, processing payments and exchanging currency.
Addressing guest complaints, resolving issues and escalating complex problems to supervisors when necessary.
Managing lost and found items, assisting with tracing missing luggage and coordinating with other departments to reunite guests with their belongings.
Maintaining accurate records of guest interaction, processing paperwork and assisting with various administrative duties as assigned.
Managing cash floats, processing payments and handling financial transactions related to guest accounts.
Contributing to a positive and welcoming atmosphere and ensuring guest satisfaction throughout the cruise.
Effectively communicating with guest, other crew members and various departments to facilitate smooth operations and resolve guest needs.

Guest Services, Entry Operations

DXB Entertainment (Dubai Parks and Resorts)

Dubai

08.2016 - 04.2021

Following all guest service policies and operating procedures and maintaining a vigilant focus of positive guest service so that guests are handled in a friendly and efficient manner.
Escalating any irregularity or service shortfall to the management to enable service recovery and appropriate corrective action to be taken.
Provide support to Entry Operations management as and when required.
Support the department in managing and resolving operational issues.
Perform general office administrative and clerical duties.
Daily operation of the cashiering position ensuring proper cash handling, exemplary customer service and positive employee relations.
Following all cash handling policies, operating procedures and maintaining a vigilant focus on revenue management.
Ensure high standards of customer service while meeting capacity objectives of cashiering.
Ensure there is sufficient cash balance in the till to serve customers.
Lodge all transactions into the main operating system – VGS
Track customer complaints and follow up with guest services to ensure their resolution within agreed time frames
Ensure that cash is balanced within acceptable time period and thereafter deposited in the cash room.
I managed to bridge the gap between the management and the attendants for a co-existence environment hence awarded the position of Entry Operations Ambassador.
Handling and offering VIP services to VIP guests to the standards required
Managing the VIP visits to the park and escorting them to their desired destination within the park and granting VIP access.

Sales Representative - Personal Banking

Commercial Bank of Africa

Upper Hill Branch, Nairobi

07.2011 - 04.2016

Be conversant with policies and procedures pertaining to all bank products and services and are able to adapt to change in these as well as technological changes, and customer sophistication.
Assist in identifying customer needs not met by existing products and the implementation of new products and services. Keep abreast of the rapid pace of product development to be able to sell new products.
Assist in the organization and participate in Public relations activities and sponsorships that aim to improve CBA’s brand image in the market Generate business growth by cross selling and encouraging customers to uptake more bank products.
Provide reports that aid in making business decisions. Reports include Excess reports, Facility Expiry reports, past due reports, large items and non-facility overdraft reports
Manage customer enquiries, requests and complains within the set standards so as to ensure customer satisfaction.
Make sure there is full compliance in regard to Know Your Customer (KYC) and Anti Money Laundering (AML) procedures.
Perform credit appraisals and recommend customers for various products like loans and submit to the final approvers.
Manage risk by closely monitoring the advances portfolio and adhere to the provisions of the credit policy so as ensure minimal losses to the bank.

Sales Representative

Barclays Bank of Kenya

Branch Banking

05.2007 - 06.2011

Cross sell bank products like credit cards, personal loans, motor loans, mortgages, Safety deposit lockers and deposit accounts.
Gathering complete and accurate data for deposit accounts, loans and other bank products and passing on this information to relevant departments for processing.
Provide timely response to customer queries and also understand the customers’ needs in relation to the bank products and services.
Provide customers with information in relation to their rights and obligations to the bank in accordance with the code of banking practice.
Provide courteous and timely services to the clients by understanding their needs and making sure the service I provide is fast, accurate and efficient.
Ensuring 100% compliance in all elements of the customer service function by ensuring I follow laid down procedures .This is to enhance effectiveness and integrity of operations.e.g ensure that all account opening requirements are in place before opening an account or processing any instructions issued by a customer.
Comply with the Know Your Customer (KYC) and Anti Money Laundering (AML) procedures set in place to avert any risks associated with new or existing business.
Follow up with clients to ensure account, loan and credit card issues are resolved on time.