Zani Njapha
Hilton Hampton Inn
Houston,TX
1
Language
15
years of professional experience
Dedicated professional with strong customer service skills and a focus on guest satisfaction. Proven ability to resolve issues and enhance experiences, ensuring positive outcomes and repeat business.
Work History
Front Desk Agent
2 Years- Greeted and checked in guests, ensuring a welcoming atmosphere.
- Handled guest inquiries and resolved issues promptly to enhance satisfaction.
- Managed reservations using Hilton's property management system for efficiency.
- Coordinated with housekeeping to maintain room readiness and cleanliness standards.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Customer Service Representative
1 Year 5 Months- Educated customers about baggage policies and travel regulations for compliance.
- Maintained accurate records of customer interactions in CRM software for reporting purposes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Certified Nursing Assistant
5 Years 1 Month- Assisted residents with daily living activities, ensuring comfort and safety.
- Monitored vital signs and reported changes to nursing staff promptly.
- Maintained accurate records of patient care and progress notes.
- Collaborated with multidisciplinary teams to optimize resident care plans.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment
Customer Service Representative
4 Years 5 Months- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers with account management, ensuring accurate updates and prompt service.
- Handled high-volume calls while maintaining professionalism and efficiency in responses.
- Collaborated with cross-functional teams to address complex customer issues and improve service delivery.
- Developed standard operating procedures to streamline workflows and improve response times in support tasks.
- Implemented feedback mechanisms to gather insights for enhancing overall customer experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer
Education
High School Diploma
Skills
Customer service
Guest services
Problem-solving skills
Cash handling
Hospitality services
Oral and written communications
Hospitality service expertise
Languages
Zulu
Native or Bilingual
Timeline
Front Desk Agent
Hilton Hampton Inn
06.2024 - 06.2026Read More
Customer Service Representative
American Airlines
01.2023 - 06.2024Read More
Certified Nursing Assistant
Assisted Living At Home
05.2016 - 06.2021Read More
Customer Service Representative
MTN
01.2011 - 06.2015Read More
Inanda Seminary
High School Diploma
Read More