Judith Tumala

• Resolved complex customer enquiries via phone, email, and face-to-face channels with accurate, timely service.
• Managed IELTS registration, exam bookings, and candidate documentation using CRM and scheduling systems.
• Processed payments, refunds, and account updates while maintaining compliance with service procedures.
• Coordinated complaints handling, escalating sensitive issues and ensuring clear follow-up with customers.
• Supported front-line service operations by balancing high enquiry volumes and maintaining response quality.
• Trained new staff on customer service standards, booking workflows, and system navigation.
• Improved service consistency by updating knowledge resources and clarifying recurring customer questions.

• Managed daily restaurant operations to ensure everything ran smoothly and customers received good service.
• Trained new and existing staff on customer service, menu knowledge, and using the cash register.
• Prepared staff schedules and ensured enough team members were available during busy hours.
• Handled customer complaints and concerns in a polite and professional manner.
• Checked food quality, cleanliness, and hygiene to maintain a safe environment for customers and staff.
• Carried out regular checks on restaurant equipment and facilities to ensure everything was working properly.
• Coordinated with kitchen staff to ensure food was prepared properly and health and safety standards were followed.
• Built good relationships with customers by providing friendly, prompt service and resolving issues quickly.

KEY ACHIEVEMENT

• Successfully managed daily service for approximately 500–600 customers while maintaining good service quality and customer satisfaction.