Haawa Nakato
Sharjah
Summary
Customer-oriented Reservation Agent with over eight years of experience in Customer Service Industry. Hardworking with excellent telephone sales skills. Works to answer all guests questions via phone or email to reach positive outcomes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Cashier/Lead Barista
Starbucks
Sharjah (Remote)
12.2020 - 03.2024
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Met customer service goals and exceeded customer expectations.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Streamlined the checkout process for faster service and improved customer experience.
- Worked with floor team and managers to meet wide range of customer needs.
- Consistently maintained a clean and organized workspace, adhering to health and safety regulations.
Airline Customer Service Agent
Entebbe International Airport
Entebbe, Uganda (Remote)
02.2016 - 06.2019
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Conducted thorough ticket verification to maintain airline security standards and prevent fraud incidents.
- Proactively assisted passengers with baggage issues, minimizing delays and enhancing satisfaction.
- Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
Hotel Intern
Hotel Africana
Kampala, Uganda
01.2015 - 06.2015
- Streamlined check-in procedures for improved efficiency and reduced wait times.
- Enhanced guest satisfaction by promptly addressing concerns and resolving issues.
- Increased repeat bookings through exceptional customer service and personalized guest interactions.
- Provided support to restaurant staff during peak hours, enhancing dining experiences for guests.
- Assisted with event planning, ensuring successful execution of meetings and conferences.
- Monitored online reviews to identify areas for improvement and implement necessary changes accordingly.
- Helped organize staff schedules, resulting in better coverage during peak hours while reducing labor costs.
- Managed front desk operations, effectively handling reservations, cancellations, and special requests.
- Enforced policies and procedures to increase efficiency.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
Travel Consultant
Eagles Tours And Travel
Kampala (Remote)
03.2014 - 01.2015
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
Education
Travel And Tourism Management - Tourism And Travel Management
YMCA COMPREHENSIVE INSTITUTE
Kampala, Uganda01.2016
Uganda Certificate of Education - General Studies
Katuuso Secondary School
Kampala Uganda02.2013
Skills
- Customer Service
- Customer Satisfaction
- Reliability and punctuality
- Customer Relations
- Cultural Awareness
- Airline Policies
- Baggage handling
- Reservation Management
- Active Listening
- Fluency in both Spoken and written English
- Flight Scheduling
- Travel documentation
- Microsoft Office
- Data Entry
- Travel bookings
- Tour Package Creation
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Cross-trained on the agency manager's tasks and responsibilities and was entrusted to handle all duties when that individual was unavailable.
- Tapped by a local high school to offer a presentation to students on sales vocations on its annual Career Day, which was so popular that it was included every year afterwards.
Certification
- Certified Coffee Master from Starbucks
- Loss and Prevention Certification From Alshaya
- CTA - Certified Travel Associate
Languages
English
Advanced (C1)
Arabic
Upper intermediate (B2)
Timeline
Customer Service Cashier/Lead Barista
Starbucks
12.2020 - 03.2024
Airline Customer Service Agent
Entebbe International Airport
02.2016 - 06.2019
Hotel Intern
Hotel Africana
01.2015 - 06.2015
Travel Consultant
Eagles Tours And Travel
03.2014 - 01.2015
Travel And Tourism Management - Tourism And Travel Management
YMCA COMPREHENSIVE INSTITUTE
Uganda Certificate of Education - General Studies
Katuuso Secondary School