Jane Temor

Temor Jane Nairobi, Nairobi, 00100 --gmail.com Enthusiastic candidate eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of customer service. Motivated to learn, grow and excel. SKILLS AND QUALIFICATIONS • • • • • • • • • • • • • • • • • • • Cleanliness and sanitation Emergency care Verbal and written communication Sales expertise Schedule Management Reservations Emergency Response Food and beverage preparation Safety and compliance Interpersonal communications Relationship Management Guest services Hospitality service expertise Public speaking Company policy adherence Coordination Technical skills Microsoft Office package: MS Word, MS Access, MS Excel, and MS PowerPoint. Windows OS: Windows XP, Windows Vista, Windows 7, Windows 8 and Windows 10. Internet Browsers: Mozilla, Internet explorer and Opera Other skills: XML, HTML,CSS WORK EXPERIENCE 2020- Current Airport Customer Service Agent Jomo Kenyatta International Airport • • • • • • • • Examine and verify passenger documentation. Provide passengers with clear and up-to-date flight information. Handling customer requests, inquiries, and complaints using a compassionate yet firm approach. Rebooking of passengers on late arrivals without comprising airline guidelines. Communicating directly with a wide variety of personalities effectively to build strong relationships and secure both passenger and co-worker trust. Complying with airline policies and regulations while still striving for the highest possible customer satisfaction. I am highly skilled in multi-tasking and can work effectively in a fast-paced environment. I can handle stress, understand the situation, and make the necessary decisions to enhance the customer experience. - Front Desk Receptionist(manager) Galaxy resort • • • • • • • • • • • • • • • • • • Maintained files and records by implementing effective filing systems that boosted efficiency and organization. Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel. Transcribed phone messages and relayed to appropriate personnel. Greeted guests at front desk and engaged in pleasant conversations while managing check-in process. Responded swiftly to room requests and other inquiries made via establishment website, email or phone. Resolved customer issues quickly and notified supervisor immediately when problems escalated. Used internal software to process reservations, check-ins and check-outs. Entered customer data into room system and updated information whenever patrons changed rooms. Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal. Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout. Maintained transaction security by verifying payment cards against identification. Protected guest valuables with main safe or in individual boxes to maximize security. Reported facility and room maintenance problems to appropriate personnel for immediate remediation. Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate. Collected room deposits, fees and payments. Promoted local entertainment and sporting events and offered details to assist patrons. Explained details regarding property to acclimate patrons to resort environment. Prepared weekly employee work schedules for team members. Monitored office supplies by checking inventory and placing orders. Confirmed relevant guest information and payment methods to prevent fraud. Planned coverage needs and organized services to support incoming special events. Contacted housekeeping staff and maintenance department immediately to resolve guest room issues. 2017-04 - 2018-05 Customer Service representative(contact centre) Safaricom Limited • Answering inbound calls. ... • Processing orders and payments. ... • Handling customer complaints. ... • Following up on customer calls. ... • Making outbound calls. ... • Upselling and cross-selling. ... • Conducting market research. ... • Managing and updating customer databases. - Waitress Galaxy Resort • • • Great and escort customers to their tables. Present menu and provide detailed information when asked. Prepare tables, inform customers about the day’s specials and offer menu recommendations upon request. EDUCATION 2012-01 - 2015-11 High School Diploma: High School Education St Mark's High School - Kitale 2016-06 - 2017-07 Diploma Computer Packages: Computer Packages Bravo Computer College - Kitale 2020-04 - Current Tourism And Travel Management: Tourism And Travel Management Leadership Experience-: Supervisor at Kenya Airways under customer service department, deploying manpower and executing supervisory duties-: Team leader of a Home seeding project with the Equator Bottlers Limited Coca Cola Kisumu covering areas as Sondu, Katito, Awasi, Chemelil and Muhoroni-: Class representative and organizing secretary, Embakasi Constituency for Nairobi Polytechnic Students Association. ADDITIONAL TRAININGS AND PROFESSIONAL DEVELOPMENT • First Aid Course – Red Cross Society of Kenya – May 2017 • Incident Command System I & II – Red Cross Society of Kenya – Oct 2017