Summary
Overview
Work History
Education
Skills
Accomplishments
LANGUAGE
Timeline
Generic

Siya Mwalingo

Stafford,VA

Summary

Experienced and personable with natural talent for customer service with three years of experience in the hospitality industry, strong communication and problem-solving. Proven ability to deliver outstanding services. Skilled in problem-solving, multitasking, training staff and handling diverse customer needs in a fast-paced environment. Adept at managing reservations, handling guest requests and building strong relationships with both guest and local vendors. A team player who thrives in addressing challenges and opportunities in real-time with problem solving results. Fast learner, talent development and sharing knowledge with my colleagues.

Overview

4
4
years of professional experience

Work History

Insurance Claims Specialist

GEICO
05.2025 - Current
  • Strengthened client relationships by providing clear communication throughout the claims process, ensuring all parties were well-informed of progress and outcomes.
  • Enhanced customer satisfaction by efficiently managing insurance claims processes and providing timely resolutions.
  • Followed up with customers on unresolved issues.
  • Boosted company reputation by delivering exceptional customer service during claim investigations and settlements.
  • Developed a strong knowledge of various insurance products to provide comprehensive guidance during the claims process for diverse clientele.
  • Guided policyholders through claim submission process, simplifying it to minimize errors and delays.

Concierge

A-Class Concierge LLC
01.2024 - 03.2025
  • Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
  • Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Contributed to a positive work environment by maintaining a professional demeanor at all times.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.

Front Desk Receptionist

Holiday Inn Hotel and Suites
12.2022 - 10.2023
  • Responded to guest request for special arrangements or services (eg; transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
  • Responded to special requests from guests with unique needs and follow up to ensure satisfaction.
  • Reported accidents, injuries, and unsafe work conditions to manager and complete safety training and certificates.
  • Worked closely with the security team in addressing any concerns or issues that arose, ensuring a safe and secure environment for all hotel guests.
  • Collaborated with other hotel departments to resolve guest issues quickly and professionally, earning positive feedback from satisfied guests.
  • Maintained high level of professionalism and discretion when dealing with guests.

Concierge

First Impression Staffing
03.2022 - 11.2022
  • Implemented efficient package handling procedures, reducing wait times for residents while maintaining organization of storage spaces.
  • Maintained a safe and secure environment by monitoring security systems and reporting suspicious activities.
  • Coordinated move-ins and move-outs seamlessly, minimizing disruptions to both current and incoming residents.
  • Conducted regular property inspections to identify maintenance needs and ensure prompt attention to any issues.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
  • Greeted guests upon arrival by providing warm welcome.
  • Managed resident inquiries and concerns with professionalism, resulting in timely resolutions.

IT Help Desk Intern

Exodus IT Solution
01.2022 - 06.2022
  • Responded to the help desk and provided remote and on-site support for end-users.
  • Contributed to the development of IT policies, procedures and documentation.
  • Repaired and diagnosed hardware and software issues, including troubleshooting network connectivity problems.
  • Provided technical support for software applications, including troubleshooting, installation and upgrades.
  • Assisted users with password resets, account setup, and access permission.
  • Participated in training sessions to enhance technical skills and knowledge.
  • Remote

Education

Bachelor of Commerce - Marketing

University of Dar es Salaam

Bachelor of Science - Cybersecurity

University of The Potomac
01-2023

Skills

  • Communication: Excellent in conveying information correctly both orally and in writing Exceptional guest services and communication

  • Knowledge: Knowledgeable on Microsoft Office, Google Docs, iOS software and digital technology

  • Customer service: Responding promptly, meeting customer needs and expectations, active listening, and empathy for customer concerns

  • Relationship: A positive driven attitude with ability to build positive relationships with others, great sense of humor, helpfulness, and cultural

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Accomplishments

  • Developed the “Best Concierge Excellence” training program that improved team performance and resulted in positive feedback.
  • Recognized by management for achieving a 100% improvement in guest satisfaction scores over 2 years.
  • Collaborated with team of 50 people in the development of ICS Certification.

LANGUAGE

English and Swahili

Timeline

Insurance Claims Specialist

GEICO
05.2025 - Current

Concierge

A-Class Concierge LLC
01.2024 - 03.2025

Front Desk Receptionist

Holiday Inn Hotel and Suites
12.2022 - 10.2023

Concierge

First Impression Staffing
03.2022 - 11.2022

IT Help Desk Intern

Exodus IT Solution
01.2022 - 06.2022

Bachelor of Science - Cybersecurity

University of The Potomac

Bachelor of Commerce - Marketing

University of Dar es Salaam

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