CLIFFTONE O. ADEDE
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Hospitality & Tourism industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Services Administrator
Berkley Services LLC
01.2021 - Current
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked flexible hours across night, weekend and holiday shifts.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
Volunteer
New Life Center
01.2018 - 01.2021
- Assisted with special events and programs.
- Maintained clean, neat, and operational facilities to serve program needs.
- Used strong interpersonal communication skills to convey information to others.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Provided administrative support to department leads to help organize events and fundraisers.
- Completed daily domestic tasks in shelters and group homes to assist people in need.
- Tutored at various competency levels to help people with reading, math and writing skills.
Customer Service Representative
Hemingway Beach Resort
01.2016 - 01.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Guest Service Agent
Hotel Riu Palace
01.2014 - 01.2016
- Collected room deposits, fees, and payments.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Maintained consistent positive customer feedback.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Recommended hotel services or amenities that guest may find useful.
- Provided guest assistance and recommendations for tourist attractions.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Assisted guests with luggage and provided directions to rooms to enhance customer service.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Front Office Receptionist
Kilifi Bay Beach Resorts
01.2010 - 01.2014
- Interacted with customers by phone, email, or in-person to provide information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Answered multi-line phone system and enthusiastically greeted callers.
- Offered every visitor professional and prompt service, completing check-ins, verifying paperwork and coordinating smooth hand-offs to nursing staff.
- Restocked supplies and submitted purchase orders to maintain stock levels.
YatDien Salon, Cashier
YatDien Salon
01.2009 - 01.2010
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Upsold additional products and services to customers, increasing revenue.
- Learned duties for various positions and provided backup at key times.
Education
Bachelor of Science - Tourism & Hospitality Management
Kenyatta University
Mombasa, Kenya12.2024
No Degree -
Alison Online Platform, Google Courses
Internet06.2020
Diploma - Tourism & Hospitality Management
Kenyatta University
Mombasa , Kenya09.2018
Skills
- Cash Management
- Till Counting
- Staff Training
- Product Knowledge
- Product and Service Sales
- Order Taking
- Verbal and Written Communication
- Customer Relations
- Microsoft Office
- Retail Sales Customer Service
- Senior Leadership Support
- Report Preparation
- Clerical Support
- POS Systems Expertise
- Customer Relationship Management
- Administrative Support
Accomplishments
- Completed manager training program.
- Trained and mentored 59 employees.
- Promoted to Security Supervisor after only 6months for exceptional performance.
- Supervised team of 78 staff members.
- Collaborated with team of 4 in the development of various staff training projects.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Certification
- Certified Administrator, Berkeley LLC - 2021-Date.
- Tourism Management Training - 2yrs.
- Licensed Security Professional - 2yrs.
Writing, Reading, Computers, IoT, Cooking
I write my thoughts out and journal them. I also write and transcript about anything conceivable whenever there's time.
I read a lot of books on world affairs, technology, poetry etc to keep up with our world and to be informed.
I use computers 70% of my life and as such I have learnt how to work with computers to a near perfect degree.
Internet of things as a topic excites me because it is our future and thus I'm interested in getting to learn more about it.
I like cooking and experimenting with new dishes from all over the world as I am from the hospitality industry.
Languages
Swahili
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Customer Services Administrator
Berkley Services LLC
01.2021 - Current
Volunteer
New Life Center
01.2018 - 01.2021
Customer Service Representative
Hemingway Beach Resort
01.2016 - 01.2020
Guest Service Agent
Hotel Riu Palace
01.2014 - 01.2016
Front Office Receptionist
Kilifi Bay Beach Resorts
01.2010 - 01.2014
YatDien Salon, Cashier
YatDien Salon
01.2009 - 01.2010
Bachelor of Science - Tourism & Hospitality Management
Kenyatta University
No Degree -
Alison Online Platform, Google Courses
Diploma - Tourism & Hospitality Management
Kenyatta University
- Certified Administrator, Berkeley LLC - 2021-Date.
- Tourism Management Training - 2yrs.
- Licensed Security Professional - 2yrs.
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