Mary Ann Ngendo Goretti
Dubai
Summary
Energetic, customer-focused professional with over 5 years of experience in hospitality, customer service, and administrative support across multicultural environments in Dubai and Kenya. Proven ability to deliver exceptional customer service, resolve client issues efficiently, and maintain high standards under pressure. Seeking to join Emirates as a Cabin Crew member to uphold the highest levels of customer service, passenger care, and safety.
Overview
8
8
years of professional experience
Work History
Admin / Sales & Marketing Coordinator
First Security Group Company
08.2020 - Current
- Generated and processed over 50 customer quotations per week with 98% accuracy, boosting sales effectiveness.
- Resolved customer service queries from over 20 clients daily, enhancing communication efficiency and client retention.
- Supported HR and payroll for over 100 staff, ensuring compliance with leave and document submissions.
- Improved internal recruitment turnaround time by 30% through coordinated interview scheduling and applicant follow-up.
- Maintained 100% contract accuracy and timely updates, aiding client satisfaction and operational transparency.
Customer Service Agent / Ticketing Sales - Metro
First Security Group Company
02.2020 - 08.2020
- Delivered high-quality customer service to over 200 passengers daily, providing accurate transit information and resolving issues.
- Managed metro ticket and NOL card transactions with 100% accuracy during shifts.
- Contributed to crowd control during peak hours, enhancing commuter safety and satisfaction.
- Implemented improved service procedures that increased positive feedback by 25% over 3 months.
- Maintained compliance with safety and operational training requirements.
Receptionist & Reservations Agent
Fairmont The Norfolk Hotel
01.2018 - 09.2019
- Delivered front-desk customer service for an average of 60+ guests per day, managing check-ins/outs with 100% accuracy.
- Processed 100+ reservations weekly and handled cancellations, ensuring a seamless guest experience.
- Addressed and logged guest complaints and feedback, contributing to a 15% increase in guest satisfaction survey scores.
- Generated daily reports and handled payment transactions.
- Offered personalized guest recommendations, increasing hotel service engagement rates by 20%.
Education
Certificate - Information & Communication Technology
Prime College
05-2018
High School Certificate -
Kambui Girls' High School
11-2017
Skills
- Exceptional Customer Service & Complaint Resolution
- Cabin Crew Readiness & Passenger Interaction
- Safety Awareness & Emergency Procedures
- Multicultural Sensitivity & Team Collaboration
- Problem Solving Under Pressure
- Computer Literate (MS Office, CRM systems)
Languages
English
Bilingual or Proficient (C2)
Swahili
Bilingual or Proficient (C2)
Timeline
Admin / Sales & Marketing Coordinator
First Security Group Company
08.2020 - Current
Customer Service Agent / Ticketing Sales - Metro
First Security Group Company
02.2020 - 08.2020
Receptionist & Reservations Agent
Fairmont The Norfolk Hotel
01.2018 - 09.2019
Certificate - Information & Communication Technology
Prime College
High School Certificate -
Kambui Girls' High School
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