Linda Chepngeno

LINDA. C .TONUI Administrative Assistant/Customer Service Associate/Virtual Assistant - - https://lindatonui.my.canva.site/ Kenya SUMMARY Productive Customer care, Tourism and Hospitality professional with excellent skills in Customer service, Office Management and Administrative Support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing customer and service provider relationships while maintaining meticulous records. Works effectively with cross-functional teams in ensuring operational and service excellence. Experience Front Office Supervisor Lake Bogoria Group Resorts( RVHR) • • • • • • • • Ensured provision of high customer service in order to meet satisfaction Coached employees through day-to-day work and complex problems Created, prepared, and delivered reports to various departments Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns Prepared reports to assist business leaders with key decision making and strategic operational planning Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse Reconciled end-of-day reports to determine accurate billing and payment processing Prepared agendas and took notes at meetings to archive proceedings Guest Relations Officer Lake Bogoria Group Resorts (LBSR) • • • • • - - Greeted guest upon arrival, offered assistance, and answered questions to build rapport and retention Availed quotations, made bookings, processed guest payments, cash, cards, mobile and cheques upon check out Directed phone inquiries, answered customer questions, and scheduled appointments Responded to inquiries from callers seeking information Provided clerical support, addressing routine, and special requirements LINDA C TONUI • • • • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff Reviewed and updated customer information in database for accuracy Performed wide-ranging administrative, financial and service-related functions Drafted common document templates to reduce time spent creating documents from scratch Key Achievements Improved Customer Satisfaction Increased customer satisfaction by 25% through strategic staff training programs and encouraging feedback Employee Coaching Success Successfully coached 20 employees, enhancing productivity and service delivery by 30%. Enhanced Billing Accuracy Reduced billing errors by 40% with effective reconciliation techniques and accurate reporting. Streamlined Report Templates Developed standard reporting templates, saving 20% time in report preparations Education Travel and Tours Operations Management - Moi University Second class Honors Upper Division Certificate of Secondary Education - Kapsabet Girls High School Supervisory Skills 2022 Kenya Utalii College Acquired skills in: Supervision, Time management, Effective communication, Leadership, Organization, Team training and Motivation Digital Marketing and E commerce 2023 Ministry of ICT Kenya Acquired skills in: Content creation, Social Media Marketing, Graphic Design, Web Design LINDA C TONUI Fundamentals of Project Planning and Management 2023 University of Virginia-Darden School of Business Acquired skills in: Effective Communication, Risk Management and Contingency Planning, Utilizing Technology, Managing Resources, Budgets, Timelines and Efficient Execution Advanced Pivot Tables in Excel 2023 Alison E Learning Acquired skills in: Data cleaning Data entry Creating interactive dashboards for data analysis Skills & abilities • • • • • • • Data Entry Google Workspace Calendar Management Documentation and Reporting Pivot Tables Social Media Marketing Project Management • • • Customer support Graphic Design Microsoft Office Tools I use 1. Video conferencing tools Google Meet, Microsoft Teams, Zoom 2. Document sharing/Communication tools Google docs,Google Sheets,Canva,Slack,Google Classroom, Gmail 3. Project Management tools Asana,Trello,Google Calendar LINDA C TONUI