Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
LAVENDER WANGARI

LAVENDER WANGARI

Customer Service Representative
Dubai

Summary

Customer Service and HR Administration professional with 7+ years of cross-functional experience across hospitality, corporate, and service-driven industries. Proven track record of managing high-volume client interactions across digital, phone, and in-person channels, consistently achieving high customer satisfaction (CSAT) ratings. Skilled in issue resolution, employee support, CRM systems, and administrative coordination. Recognized for building trust with diverse clientele, resolving complex concerns promptly, and supporting operational excellence with empathy-driven communication.

Overview

10
10
years of professional experience
3
3
Certifications
3
3
Languages

Work History

Customer Service Representative

Teleperformance
03.2021 - Current
  • - Handled 80+ daily inbound and outbound interactions across phone, email, and live chat, achieving an average CSAT score of 95%.
  • - Consistently exceeded service level agreements (SLAs), reducing repeat contacts by 15% through first-contact resolutions.
  • - Built long-term client trust by applying empathy-driven communication and personalized support.
  • - Introduced real-time feedback tracking, contributing to a 10% improvement in first-contact resolution.
  • - Collaborated with cross-functional teams during peak volumes and irregular operations to ensure seamless service continuity.
  • - Recognized among top 5% of agents for service excellence and client feedback ratings.

HR Admin Assistant

Osborne Engineering Company
12.2019 - 02.2021
  • - Coordinated recruitment processes including applicant records, interview scheduling, and candidate communications, reducing time-to-hire by 20%.
  • - Maintained accurate payroll and attendance records, ensuring 100% compliance with finance deadlines.
  • - Improved procurement efficiency by streamlining vendor communications, reducing delays by 15%.
  • - Scheduled and managed 100+ monthly meetings via MS Outlook and Google Calendar, minimizing scheduling conflicts.
  • - Supported onboarding processes for 50+ employees, ensuring seamless integration and retention.
  • - Provided HR data and reporting that improved accuracy in workforce planning and compliance tracking.

Front Office Administrator

Fann Designs
02.2018 - 08.2019
  • - Oversaw front-desk reception for 100+ daily walk-in clients, creating a professional and welcoming environment.
  • - Improved service efficiency by 20% through accurate data entry and appointment coordination.
  • - Resolved customer queries and complaints on first contact in 90% of cases.
  • - Assisted clients in product decision-making, resulting in a 10% increase in upsell success.
  • - Streamlined administrative workflows using EMR systems and Microsoft Excel.

Guest Relations Officer

Crowne Plaza Hotel
08.2016 - 06.2017
  • - Delivered high-touch guest experiences for 200+ weekly guests, aligning with brand service standards.
  • - Increased repeat visits by 12% by providing personalized menu recommendations and service adjustments.
  • - Coordinated dietary and allergy requests with 100% accuracy, safeguarding guest well-being.
  • - Resolved guest complaints on-site, contributing to a 4.7/5 average guest satisfaction rating.

HR & Administrative Intern

Daiga Insurance Company
03.2015 - 07.2015
  • - Assisted recruitment by screening applications and coordinating interviews for 30+ candidates weekly.
  • - Supported payroll and leave management by maintaining accurate HR records.
  • - Participated in onboarding of new hires, ensuring smooth employee integration.

Education

Certified Human Resource Management Professional -

London International Studies and Research Center
06.2024

Bachelor of Science - Hospitality Management

Strathmore University
06.2017

Skills

  • Digital engagement strategies
  • Complaint Resolution & Escalation Management
  • Clear & Concise Communication
  • CRM Systems Utilization
  • Service Quality Assurance

Certification

Certificate in Hotel Industry Analytics

Timeline

Customer Service Representative

Teleperformance
03.2021 - Current

HR Admin Assistant

Osborne Engineering Company
12.2019 - 02.2021

Front Office Administrator

Fann Designs
02.2018 - 08.2019

Guest Relations Officer

Crowne Plaza Hotel
08.2016 - 06.2017

HR & Administrative Intern

Daiga Insurance Company
03.2015 - 07.2015

Bachelor of Science - Hospitality Management

Strathmore University

Certified Human Resource Management Professional -

London International Studies and Research Center

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