Gladys Mwende
Maryland,MD
Summary
Dedicated and personable Customer Service Specialist with 4+ years of combined experience in remote customer support and hospitality management. Skilled in handling inbound/outbound calls, live chat support, and customer retention strategies. Proven ability to deliver excellent customer experiences in fast-paced environments. Adept at team leadership, problem resolution, and exceeding performance metrics.
Overview
8
8
years of professional experience
Work History
Restaurant Manager
Swahili Village
2025.03 - Current
- Oversee daily restaurant operations including staff scheduling, customer relations, and financial reporting.
- Improved customer satisfaction rating through service quality training and staff motivation.
- Managed a team of employees ensuring compliance with health, safety, and service standards.
- Coordinated special events and promotions to increase revenue and brand awareness.
Remote Customer Care Specialist
ConnectPro Support Solutions
2024.01 - 2025.02
- Provided live chat and phone support for tech clients, assisting an average of customers daily.
- Achieved customer satisfaction score through efficient issue resolution.
- Handled escalations with empathy, ensuring quick turnaround and minimal downtime.
Customer Support Representative (Remote)
BrightPath Communications
2023.06 - 2023.12
- Managed inbound and outbound calls for subscription-based customers.
- Assisted with billing inquiries, service upgrades, and retention efforts.
- Consistently met daily KPIs for response time and first-call resolution.
Online Chat Support Agent
EverAssist Contact Center
2022.11 - 2023.05
- Delivered real-time chat assistance to customers regarding product troubleshooting and order tracking.
- Trained in multi-chat handling (up to simultaneous sessions).
- Reduced response time l through proactive engagement and FAQ optimization.
Remote Call Center Agent
NextReach Customer Care
2021.10 - 2022.10
- Answered customer inquiries, processed refunds, and provided post-purchase support.
- Assisted with outbound follow-ups for customer feedback and satisfaction surveys.
- Recognized as Top Performer for maintaining the highest customer retention.
Hostess
Raffles the Palm
2018.07 - 2020.05
- Greeted and seated guests with warmth and professionalism.
- Managed reservations and assisted with guest requests.
- Supported restaurant staff to ensure smooth service during busy hours.
Education
MBA - Business Administration And Management
University of Northern Virginia
VADiploma - Hotel Management
Technical University of Kenya
01.2018
Skills
- Chat & Call Handling (Inbound/Outbound)
- Conflict Resolution & Escalation Management
- Team Leadership & Staff Training
- Hospitality Operations & Scheduling
- Communication & Interpersonal Skill
- Driving high stake environment
- Adaptability, technically able, and curious
Websites
Languages
English
Native or Bilingual
Swahili
Native or Bilingual
Timeline
Restaurant Manager
Swahili Village
2025.03 - Current
Remote Customer Care Specialist
ConnectPro Support Solutions
2024.01 - 2025.02
Customer Support Representative (Remote)
BrightPath Communications
2023.06 - 2023.12
Online Chat Support Agent
EverAssist Contact Center
2022.11 - 2023.05
Remote Call Center Agent
NextReach Customer Care
2021.10 - 2022.10
Hostess
Raffles the Palm
2018.07 - 2020.05
Diploma - Hotel Management
Technical University of Kenya
MBA - Business Administration And Management
University of Northern Virginia