MORINE MWENDE MUKAMI
Dubai
Summary
Dedicated professional with extensive expertise in product and service communication, coupled with strong problem-solving abilities. Demonstrates exceptional empathy and patience, ensuring effective multitasking and precise data entry. Proficient in office software and inventory management, supported by strong teamwork and adaptability. Committed to maintaining confidentiality while seeking opportunities to enhance operational efficiency.
Overview
8
8
years of professional experience
4033
4033
years of post-secondary education
Work history
Front Desk Agent
Five Luxe JBR
Dubai
2024.11 - 2026.02
- Managing check-in and check-out processes efficiently, resulting in reduced wait times and improved guest satisfaction.
- Catered to guests' needs promptly, delivering exceptional customer service throughout their stay.
- Resolving guest complaints and concerns promptly while maintaining professionalism and diplomacy.
- Promoted hotel amenities and upsold room upgrades, contributing to high occupancy rates.
- Kept abreast with local events and attractions, providing valuable recommendations to guests.
- Recorded guest interactions and transactions using the hotel management software.
- Processed reservation requests from various channels accurately to avoid double bookings.
- Coordinated communication between hotel departments to enhance operational efficiency.
- Liaised with housekeeping staff to ensure timely room preparation for incoming guests.
- Multitasked efficiently during peak hours without compromising on service quality.
- Handled confidential information discreetly to maintain privacy and trust of guests.
Telephone Operator
Hotel Boulevard, Autograph Collection
Dubai
2023.09 - 2024.10
- Responded to incoming calls to enhance customer service experience.
- Facilitated call transfers among team members to maintain clear communication.
- Recognised for dedication to service excellence with 'employee of the year' award.
- Handled high volume of incoming calls, effectively managing time and resources.
- Promoted additional services or product offerings during interaction with clients where suitable, supporting overall sales efforts.
- Kept records of all conversations in the call centre database in a comprehensible way, facilitating easy retrieval when needed.
Waitress / Barista
Towers Rotana Hotel
Dubai
2021.10 - 2023.08
- Supported team efforts to gain recognition as top performer on performance reviews for service excellence.
- Assisted in achieving high customer satisfaction with consistent 97% positive feedback and 5-star ratings.
- Facilitated positive interactions with customers by ensuring prompt resolutions to issues and complaints.
- Handled cash transactions accurately, ensured balanced till at end of shift.
- Executed food and drink orders accurately to improve customer satisfaction rates.
- Advanced team efficiency by assisting in training new waitstaff members.
Administrative Assistant
SAFARICOM (Internet/Mobile Provider Company)
Nairobi
2018.01 - 2020.12
- Coordinated company calendar and assisted in scheduling over 200 appointments to support time management.
- Managed correspondence with attention to detail and ensured prompt responses to enhance communication with stakeholders.
- Prepared reports and presentations for senior management to aid in timely information flow for decision-making.
- Expedited document filing system with a new, organised method.
- Wrote professional letters, emails and memoranda for business communication.
Education
Diploma - Electrical Engineering
NIBS Technical College
Nairobi, KenyaHigh School Diploma -
St. John girl's high School
KenyaSkills
- Product and service knowledge
- Communication skills
- Problem solving
- Empathy and patience
- Multitasking
- Data entry and record keeping
- Attention to detail
- Office software proficiency
- Inventory management
- Organization and time management
- Teamwork and adaptability
- Discretion and confidentiality
TRAINING
Cross training as FRONT OFFICE ADMIN – Five Luxe JBR, Dubai – UAE.
References
References available upon request.
Timeline
Front Desk Agent
Five Luxe JBR
2024.11 - 2026.02
Telephone Operator
Hotel Boulevard, Autograph Collection
2023.09 - 2024.10
Waitress / Barista
Towers Rotana Hotel
2021.10 - 2023.08
Administrative Assistant
SAFARICOM (Internet/Mobile Provider Company)
2018.01 - 2020.12
Diploma - Electrical Engineering
NIBS Technical College
High School Diploma -
St. John girl's high School