SYLIVIA KAMAGAJU
SHARJAH
Summary
Address: Sharjah
Customer Service Agent Highly Motivated Customer service personnel with five years’ experience in customer care related field. Demonstrate excellent communication skills with good command of English language, banking and cash handling skills, Understanding customer needs, effective complaint resolution while maintaining high company standards. Seeking to contribute exceptional customer care skills and experience in a more challenging environment.
Overview
9
9
years of professional experience
Work History
Customer Service Agent
Rwanda air
02.2021 - Current
- Assisting the ground handling staff with checking and boarding of passengers during peak hours to ensure 90% on time departure of flights.
- Coordinated with airport ground handling staff to ensure smooth follow of check-in and boarding of passengers to minimize delays to reduce daily offloading by 98%.
- Upselling business class seats to potential customers to ensure 70% of the business class seats are occupied.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously to ensure zero discrepancy and offloads at the gate.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Adapted seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Front Desk Agent
Grand Hyatt Hotel Abu Dhabi
01.2017 - 12.2020
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collected room deposits, fees, and payments.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Used internal software to process reservations, check-ins and check-outs ensuring a maximum of two (2) minutes is spent on a single transaction.
- Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation
- Speak using clear and professional language; answer telephones using appropriate etiquette. responded to average of 50 incoming calls per shift.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
Guest Service Agent
Protea Hotel Kampala Uganda
01.2015 - 12.2016
- Maximized revenue by upselling room upgrades and additional services. Met a target of 15 suit room upgrades per shift set by the department.
- Handled cash transactions accurately, balancing daily reports at the end of each shift. Maintained a zero cash discrepancy at the end of every shift.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism. Ensuring every call is answered in two rings and all emails replied promptly.
- Managed group bookings to ensure seamless organization of events and accommodations.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel to ensure the rooms are 100% ready to be sold.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles by collecting feedback from at least 90% of the checkout guests.
- Improved guest experience scores to 95%by consistently delivering exceptional service through active listening skills.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
Education
Certificate in Guest Relationship Management - Customer Service
Grand Hyatt Hotel Training
Dubai2019
AIRLINE CUSTOMER SERVICE (SELF STUDY) - Customer Service
UGANDA AVIATION SCHOOL
KAMPALA08.2016
Bachelor of Science - Accounting And Finance
KYAMBOGO UNIVERSITY
Uganda01.2016
High School Diploma -
KAWEMPE MUSLIM SS
KAMPALA12.2011
Skills
- Customer Service Problem Resolution Outstanding communication skills
- Customer Complaint Resolution Customer Relationship Management (CRM)
- Microsoft Office Suite proficiency De-Escalation Techniques Upselling
- Customer Focus Information Verification Data Collection
- Building rapport Call Center Operations POS systems expert Product Promotion
References
References to be availed upon request.
Timeline
Customer Service Agent
Rwanda air
02.2021 - Current
Front Desk Agent
Grand Hyatt Hotel Abu Dhabi
01.2017 - 12.2020
Guest Service Agent
Protea Hotel Kampala Uganda
01.2015 - 12.2016
Certificate in Guest Relationship Management - Customer Service
Grand Hyatt Hotel Training
AIRLINE CUSTOMER SERVICE (SELF STUDY) - Customer Service
UGANDA AVIATION SCHOOL
Bachelor of Science - Accounting And Finance
KYAMBOGO UNIVERSITY
High School Diploma -
KAWEMPE MUSLIM SS
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