Monica Roosevelt

MONICA MUASYA CUSTOMER SERVICE REPRESENTATIVE EXPERIENCE 1) Customer Service Representative CONTACT AND PERSONAL INFORMATION LEONARDO’S RESTAURANT (Italian)- Diani, Kawale (August 2021- June 2023) • Responding to inquiries- Addressing customer questions, concerns and complaints through various channels such as calls, emails, chat or social media. Providing information - Providing accurate information about products, services, pricing, company policies and procedures. Resolving Issues- Resolve customer problems and complaints effectively and efficiently, striving to achieve customer satisfaction and retention. Team collaboration- Collaborating with other departments to address customer needs. Nairobi, Kenya --om • • • PERSONAL SKILLS • Detail oriented • Customer focused • Friendly • Team player • Organized • Critical thinker 2) Customer service Representative SANDS AND NOMAD BEACH HOTEL- Diani, Kwale -) • Guest Relations- Building positive relationships with guests by anticipating their needs, providing personalized service, and fostering a welcoming and hospitable atmosphere. • Handling Requests and Complaints- Addressing guest requests, concerns, and complaints promptly • Providing Information- Offering information about hotel amenities, services, facilities, local attractions, and dining options to enhance the guest experience. • Room Allocation- Assigning rooms based on guest preferences, availability, and special requests, such as room type, view, or accessibility needs. • Check-in and Check-out- Assisting guests with the check-in and check-out process, including verifying identification and processing payments. OBJECTIVE Replace this sentence with your job objective. To replace any tip text with your own, just select a line of text and start typing. For best results when selecting text to copy or replace, don’t include space to the right of the characters in your selection. 3) Receptionist BAHARI DHOW BEACH VILLAS- Diani, Kwale. -). • Reservations Management- Manage hotel reservations, both over the phone and online. They ensure that reservations are accurately recorded in the • Customer Service- Providing exceptional customer service, addressing guest inquiries, concerns, and complaints promptly and professionally, striving to resolve issues to the guest's satisfaction. • Answering Phones- Managing incoming phone calls, answering guest inquiries, taking messages, and transferring calls to the appropriate department or staff member. • Providing Information and Assistance- Providing information about local attractions, restaurants, transportation options, and other services. Assist with arranging tours, restaurant reservations, or transportation bookings. EDUCATION • • • • • • • DIPLOMA IN CUSTOMER SERVICE (Institute of Advanced Technology-college, Nairobi-kenya)2011 to 2013 International Computer Driving license, ICDL ( Institute of Advanced Technology) – 2011 DIPLOMA IN HOSPITALITY (Utalii College, NairobiKenya)- 2014 Certificate in Dementia Care and Management (Alison College) -2020 Certificate in CPR, AED and First Aid (Alison college)- 2023 Certificate in CPR and First Aid- NHCPS (Save a life.com)- 2023 CPR and First Aid for Infant and Child Certification Card (Save a life.com)- 2023 SKILLS • Strong Communication Skills • Problem solving • Crisis management • Adaptability • Conflict Resolution • Time management • Patience • Empathy • Positive attitude • Teamwork REFERENCES 1) Mr. Antony Kamau (supervisor) LEONARDO’S RESTAURANT- Diani, Kwale -) Mr. Alex Mboya (manager) BAHARI DHOW BEACH VILLAS- Diani, Kwale -) Ms. Sophia Wanjiru (manager) SANDS and NOMAD HOTEL-Diani, Kwale -.