ANASTANCIA MULWENGE
Dubai
Summary
Dedicated customer service professional with over four years of experience in handling diverse customer needs, resolving complex issues, and enhancing service quality in fast-paced environments. Adept at building strong relationships with customers to foster loyalty and drive satisfaction.
Overview
2
2
years of professional experience
Work History
Customer service
Marriot Hotel
Nairobi, Kenya
- Monitored customer service metrics and prepared weekly reports for management review.
- Developed FAQs and resource materials that reduced customer query response time by 20%.
- Resolved complex customer inquiries by analyzing issues thoroughly, leading to a 20% increase in customer retention.
- Streamlined the complaint escalation process, reducing resolution time by 30% and improving overall customer experience.
- Utilized customer feedback data to propose and execute improvements resulting in a 10% boost in customer satisfaction scores.
Customer Service Administrative Assistant
Paramount Hotel Group
Dubai, United Arab Emirates
12.2025 - 01.2026
- Assisted customers with inquiries, resolving issues efficiently and ensuring satisfaction.
- Managed administrative tasks, including scheduling appointments and maintaining organized records.
- Coordinated communication between departments to enhance service delivery and response times.
- Maintained inventory levels, ensuring accurate stock management to support sales operations.
Customer service
Ayla Hotel
Abu Dhabi, UAE
01.2024 - 10.2025
- Managed daily customer inquiries and resolved complaints efficiently ensuring high customer satisfaction.
- Collaborated with team members across different regions to enhance service delivery and share best practices.
- Handled escalated customer issues with professionalism, achieving a 95% resolution rate.
- Conducted customer satisfaction surveys and implemented feedback to improve service quality.
- Implemented a proactive customer follow-up system that increased customer satisfaction scores by 12%.
Education
Certificate of Higher Education -
High School
KenyaSkills
- Self oriented
- Attention to Detail
- Team Collaboration
- Interpersonal skills
- Customer service
- Time management
- Communication skills
- Service improvement
Languages
English
Timeline
Customer Service Administrative Assistant
Paramount Hotel Group
12.2025 - 01.2026
Customer service
Ayla Hotel
01.2024 - 10.2025
Customer service
Marriot Hotel
Certificate of Higher Education -
High School
Additional Information
- VISA STATUS: Visa at Cancellation
- NATIONALITY: Kenyan