Evelyn Mukupe Namakula
Dubai
Summary
Highly skilled customer service representative with a strong focus on effective communication, active listening, and analytical problem-solving. Dedicated to enhancing customer experiences by consistently employing service-oriented behaviors and understanding their desires. Ability to provide customized solutions has proven to be instrumental in building customer loyalty.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adapt at exploring different solutions to address customer needs effectively.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
ATLANTIS THE PALM HOTEL
09.2022 - Current
- Monitor sales against agreed targets on a regular basis to ensure they are met and where necessary the need for remedial actions are identified, reported and implemented
- Provided excellent customer service to activity promote and sell the products of the four major attractions at the Atlantis Resorts that is the Aquaventure Waterpark, Dolphin Bay, The Lost Chambers Aquarium
- Collaborated with cross functional teams to optimize sales strategies and enhance customer experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
DUBAI EXPO 2020
10.2021 - 03.2022
- Identify customer needs through rapport building, actively seeking out sales
- Actively enhance revenue earnings by promoting additional services offered by the company and its partners
- Assisted in handling complicated and difficult customer issues
- Developed several effective methods for handling difficult customers that were used by other agents
Reservations Agent
THE RITZ CARLTON
05.2017 - 10.2021
- Collaborated with sales team to improve reservations process.
- Completed bookings and reservation amendments using hospitality property management software.
- Planned travel itineraries for families and corporate clients with diverse needs.
- Improved customer relationships through handling complaints professionally and promptly.
- Liaised with corporate booking agents to coordinate and update itineraries.
Guest Recovery Controller
ENTEBBE INTERNATIONAL AIRPORT
03.2015 - 04.2017
- Worked with customer service desk partner to keep long lines of customers moving along efficiently
- Resolved common and complex issues by determining the need of the customer and immediately offering favorable solutions.
- Responsible for the tracking of flights overbooked as a result of equipment changes, schedule construct solutions to mitigate the risk of denied boarding at the airport.
Education
High School Diploma -
Knowledge Point Institute
Dubai, United Arab Emirates01.2024
Bachelor of Law
Kampala International University
01.2016
Skills
- Computer Proficiency
- Ability to multi task in a multi cultural environment
- Complaint resolution
- Team Collaboration
- Customer service
- Destruction Management Training
- Active listening
- Adaptability and flexibility
Awards
- All Star Top seller, 2024
- Top Seller February/March, 2024
- Five Star Employee of the month, 2023
Certification
- IATA Training
- Destruction Management Training
- Customer Service: Managing Guest Expectations
Languages
English
French
Timeline
Customer Service Representative
ATLANTIS THE PALM HOTEL
09.2022 - Current
Customer Service Representative
DUBAI EXPO 2020
10.2021 - 03.2022
Reservations Agent
THE RITZ CARLTON
05.2017 - 10.2021
Guest Recovery Controller
ENTEBBE INTERNATIONAL AIRPORT
03.2015 - 04.2017
Bachelor of Law
Kampala International University
- IATA Training
- Destruction Management Training
- Customer Service: Managing Guest Expectations
High School Diploma -
Knowledge Point Institute
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