Summary
Overview
Work history
Education
Skills
Languages
Timeline
Hi, I’m

Joyce wairimu

United Arab Emirates
Joyce wairimu

Summary

Dedicated Administrative Assistant with a proven track record of delivering exceptional customer service in fast-paced office environments. Proficient in efficient resource management, scheduling, and personnel coordination to achieve organizational objectives. Tech-savvy and proactive in identifying opportunities for improvement. A diligent team player adept at handling diverse clerical tasks and providing valuable staff support. Known for reliability, punctuality, and productivity, even when working autonomously.

Overview

11
years of professional experience

Work history

Crescent Petroleum
, UAE

Senior Front Office Coordinator
02.2019 - Current

Job overview

  • Assessed VIP reservations, amenity orders and resumes for incoming house guests.
  • Generated reports and feedback for presentation to general manager.
  • Handled inventory control for front office and stationery supplies, reordering low stock items.
  • Accepted and recorded vouchers, travellers cheques and other forms of payment.
  • Completed weekly front office rota to guarantee optimal cover for operations.
  • Managed, trained and developed front office staff to consistently exceed individual performance KPIs.
  • Used up-selling techniques to promote hotel services and facilities, resulting in higher profit margins.
  • Prevented overspending by constantly monitoring budgets and payroll records.
  • Maximised front desk efficiencies by producing well-structured, comprehensive training manuals.
  • Encouraged mutual trust, respect and cooperation among team members.
  • Enhanced guest experience by anticipating needs and preferences,resulting in fewer complaints.
  • Facilitated accurate performance assessment, hosting strategy meetings to review key metrics.
  • Used up-selling techniques to promote hotel services and facilities for higher profit margins.
  • Kept focused on critical components of operations to drive guest satisfaction.
  • Maintained brand image by monitoring appearance, standards and performance of front office staff.
  • Communicated room status information to housekeeping team for turnover.
  • Collaborated with travel agents to respond to special requests for rooms and rates.
  • Participated in interviewing and hiring of front office staff.
  • Prepared revenue and occupancy forecasting to efficiently manage cash flow.
  • Reviewed front office log books and guest feedback forms to identify areas needing improvement.
  • Promoted brand loyalty scheme to boost repeat bookings.
  • Performed inspection of public areas and recommended improvements to appropriate departments.

Honeywell
Dubai, UAE

Admin Coordinator
04.2017 - 08.2018

Job overview

  • Scheduled meetings to discuss progress of projects and tasks.
  • Addressed customer complaints and resolved issues.
  • Answered phone calls and responded to emails from clients.
  • Trained and assigned tasks to team members.
  • Organised financial and operational data to help with yearly budgeting and planning.
  • Designed and implemented training to further develop staff based on business goals.
  • Handled negotiations with outside vendors and service agencies to meet group needs.
  • Controlled resources by department or project and tracked use in [Software].
  • Streamlined processes to improve and optimise office operations.
  • Created digital file classification system for company-wide use.
  • Represented organisations at seminars, conferences and business events.
  • Maintained smooth-running business operations by delegating priorities to staff abilities.
  • Drafted procedural statements and guidelines for company-wide use.
  • Developed organisational policies for administrative oversight and internal controls.
  • Investigated issues affecting group operations, prepared reports and helped correct problems.
  • Monitored health and safety measures for guaranteed compliance.
  • Led and managed administrative staff to maintain smooth daily operations.
  • Established clear budgets and cost controls strategies to meet objectives.
  • Analysed and resolved complex resource management issues for optimised scheduling.
  • Planned revenue generation strategies designed for growth.
  • Translated senior management directives into actionable front-line policies and implemented changes with staff.
  • Created classification systems to manage archives.
  • Oversaw facility maintenance and allocated needed resources to meet standards.
  • Coordinated hiring, recruitment and training strategies to build successful administrative team.

Emirates Airlines
Dubai , UAE

Cabin Crew
05.2015 - 02.2017

Job overview

  • Directed passengers to assigned seats and provided pre-flight instructions.
  • Served food and beverages to [Number] passengers per flight, consistently complying with airline health and safety standards.
  • Followed company regulations and rules to promote a safe environment for travellers and employees.
  • Ensured smooth running of the cabin, serving as a facilitator between cabin crew and cockpit.
  • Addressed questions and resolved issues and complaints.
  • Facilitated open on-board communication, delivering regular announcements on behalf of the captain to update passengers on schedule changes.
  • Maintained calmness and composure during emergency situations.
  • Prepared and submitted flight reports regarding issues or concerns to management.
  • Offered personalised assistance to pregnant, elderly and passengers with disabilities.
  • Promoted and sold duty-free goods to passengers.
  • Greeted passengers upon boarding and exiting aircraft.
  • Administered first aid on passengers experiencing medical emergencies.
  • Participated in pre-flight meetings to comprehend duty and position of flight attendants during flight.
  • Conducted pre-flight aircraft checks, verifying placement and proper working order to maintain the highest levels of on-board security.
  • Regularly monitored cabin throughout flight to verify security.
  • Maintained tidy area to support cleanliness and quality standards.
  • Demonstrated in-flight safety regulations presentation to passengers.
  • Promoted duty-free goods and collected payments from patrons.
  • Guided passengers in prompt evacuation during emergency landings.
  • Helped passenger with diverse comfort requests and answered questions.
  • Used weather, route details and passenger information to accurately prepare for trips.
  • Provided blankets and pillows for improved passenger comfort.
  • Prepared cabin and passengers for safe landing.
  • Actioned tasks and responsibilities assigned during pre-flight briefings.
  • Led flight safety presentations to educate passengers.
  • Readied passengers for voyages with comprehensive safety talks and demonstrations.
  • Updated passengers on changes to flight information and timings.
  • Managed emergency response actions following established procedures for evacuation and passenger safety.
  • Supported passengers through emergency scenarios for safe outcomes.
  • Handled special needs of children, elderly and individuals with disabilities.
  • Served foods and beverages based on passenger locations and ticket tiers.
  • Performed rigorous pre-flight security checks ahead of take off.
  • Met passengers at entrance, verified tickets and directed individuals to locations.
  • Checked cabin regularly for upkeep requirements and maintained clean, tidy space.
  • Assessed emergency equipment and first aid kits ahead of travel.
  • Administered basic medical care to passengers in distress and conveyed important information to qualified medical teams.

Meydan Sobha LLC

Customer service executive
04.2013 - 04.2015

Job overview

  • Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
  • Exceeded targets by delivering comprehensive and consistent service.
  • Handled live chat queries within strict timeframe targets.
  • Advised management of customer service trends, creating proactive strategies to maintain best practices.
  • Managed banking and accounts with expert finance knowledge.
  • Increased client retention by [Number]% through outstanding account management.
  • Responded to customer queries and provided excellent customer service.
  • Updated account information after customer calls for well-maintained data accuracy.
  • Resolved complaints with proactive problem-solving and analysis.
  • Escalated complex issues quickly to supervisors to avoid lost revenue.
  • Provided professional and helpful support to new and existing clients.
  • Explained benefits and advantages of different product and service offerings to customers.
  • Improved company processes by analysing customer feedback and service trends.
  • Offered detailed product and service advice based on customer needs.
  • Audited calls and service levels to maintain high standards.
  • Responded to and summarised customer complaints and feedback.
  • Recorded and processed customer data accurately.
  • Registered customer information to maintain accurate records.
  • Engaged in team-building activities to build rapport with staff.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Applied best practices to comply with customer service procedures.
  • Maintained working knowledge of available products and services.
  • Participated in meetings to discuss goals and sales target.
  • Thoroughly monitored compliance with customer service standards to maintain stellar industry reputation.

Education

Nairobi Institute of Business studies
Kenya

Diploma from Business Management

University overview

St' Lawrence, London College
Uganda

High School Diploma from A-levels

University overview

Skills

  • Key Competencies/Skills
  • Strong Attention to detail and Accuracy
  • Great Customer service and support
  • Accounts payable and receivables
  • Executive support
  • Event planning and management
  • Business acumen
  • Confidentiality of documents and Information
  • Excellent Organizational and Time management skills
  • Very Reliable and takes initiative
  • Expert in CRM and SAP/ERP System
  • Strong work ethic
  • Office Administration and front office management
  • Excellent communication, analytical and Numeracy skills
  • Diary/Calendar management
  • Problem solving skills
  • Excellent Team player and team support
  • Ability to prioritize workload
  • Ability to accept and form criticism
  • Appointment scheduling
  • Travel administration
  • Report analysis
  • Accounts receivable and payable
  • Bookkeeping
  • Payment posting
  • Executive presentation development
  • Excel proficiency
  • Confidentiality understanding
  • Data entry
  • Inventory purchasing
  • Vendor relations skills
  • Prioritisation and time management
  • Cross-functional communication
  • Meeting planning
  • Office administration

Languages

English
Fluent

Timeline

Senior Front Office Coordinator
Crescent Petroleum
02.2019 - Current
Admin Coordinator
Honeywell
04.2017 - 08.2018
Cabin Crew
Emirates Airlines
05.2015 - 02.2017
Customer service executive
Meydan Sobha LLC
04.2013 - 04.2015
Nairobi Institute of Business studies
Diploma from Business Management
St' Lawrence, London College
High School Diploma from A-levels

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