Margret Nansikombi
Dubai
Summary
Service-oriented professional with 4 years of experience in fast-paced call center environments. Skilled in handling time-sensitive communications, managing information, and supporting both customers and internal teams effectively. Demonstrated ability to prioritize tasks and learn new processes rapidly. Proficient in Microsoft Office and CRM software, with strong multitasking and communication capabilities.
Overview
7
7
years of professional experience
1
1
Certification
Work History
CALL CENTER AGENT
Atlantis The Palm & Atlantis The Royal
Dubai
01.2021 - Current
- Processed amendments, refunds, and cancellations in line with company policies.
- Handle high-volume customer calls across multiple properties with quick response times and effective resolutions.
- Deliver exceptional customer support for bookings, inquiries, and complaints via phone, email, and live chat.
- Resolve complex issues with empathy and sound judgment, ensuring customer satisfaction.
- Process refunds, cancellations, and amendments according to company policies.
- Consistently achieve KPIs related to call handling time, first-call resolution, and customer satisfaction scores.
- Contribute to revenue growth through upselling and cross-selling.
- Provide accurate information regarding promotions, park activities, and company policies.
- Collaborate with cross-functional teams to deliver seamless guest experiences.
- Key Achievements:
- Consistently achieved top customer satisfaction scores.
- Recognized for effective conflict resolution and service recovery.
- Successfully adapted to supporting two properties.
LIFEGUARD
Atlantis The Palm
Dubai
01.2018 - 01.2021
- Ensured guest safety at pools and water park areas by enforcing safety policies and responding promptly to emergencies.
- Conducted daily inspections of the swimming areas to ensure all safety protocols were met.
- Provided first aid and support during emergencies.
- Maintained high guest satisfaction through excellent service and proactive communication.
Education
Professional Secretarial and Administration Course -
Skyrocket Training Institute
Dubai01.2016
Microsoft Office Training -
Skyrocket Training Institute
Dubai01.2016
Diploma - Business Administration
Kyambogo University
Uganda01.2014
A-Level Certificate -
Centenary High School
Uganda01.2011
O-Level Certificate -
St. Gerald's Vocational Secondary School
Uganda01.2009
Skills
- Administrative support and data entry
- Calendar and email management
- Document preparation and filing
- CRM systems proficiency
- Microsoft Office Suite expertise
- Effective communication skills
- Complaint resolution
- Time management and prioritization
- Team collaboration
References
References available upon request.
Certification
UAE Driving license.
Languages
English: Fluent
Timeline
CALL CENTER AGENT
Atlantis The Palm & Atlantis The Royal
01.2021 - Current
LIFEGUARD
Atlantis The Palm
01.2018 - 01.2021
Professional Secretarial and Administration Course -
Skyrocket Training Institute
Microsoft Office Training -
Skyrocket Training Institute
Diploma - Business Administration
Kyambogo University
A-Level Certificate -
Centenary High School
O-Level Certificate -
St. Gerald's Vocational Secondary School
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