Mustafa Sserwadda
Dubai,United Arab Emirates
Summary
Dedicated professional with a strong customer service orientation and proven expertise in cash handling and POS systems. Demonstrates outstanding customer service through empathy understanding and a patient attitude, effectively resolving problems and leading teams. Skilled in public speaking, staff education, and training, aiming to leverage these competencies towards enhancing team leadership and customer satisfaction.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Customer service representative
White Oryx Aquarium llc (Dubai Crocodile Park)
Dubai,United Arab Emirates, Uganda
2023.04 - Current
- Developed strong relationships with guests fostering guest return and business continuity.
- Assisted in school booking by making regular calls and follow up to different schools while communicating our school programs.
- Maintained a clean, orderly work environment promoting a conducive atmosphere for both staff and guests.
- Assisted guests in making informed decisions by providing detailed information regarding admission tickets and retail shop product prices.
- Engaged in training new joiners for improved performance on the floor.
- Maintained up-to-date knowledge about crocodile information resulting in effective staff performance.
- Engaged with the team to conduct school tours ensuring that the kids are safe,entertained and educated.
- Participated in regular training to maintain up-to-date knowledge on animal information and company policies.
- Conducted and managed animal encounters to ensure that the whole experience is safe,timely and enjoyable.
- Conducted regular pre-opening safety checks of the park to ensure that all areas are safe for staff and guests,animal exhibits monitored and report all abnormalities to the concerned authorities.
Guest service Associate.
Emaar Entertainment LLC
Dubai, United Arab Emirates
2019.11 - 2023.02
- Enhanced guest satisfaction by promptly addressing complaints and concerns in view of company policies.
- Participated in training new staffs about animal information and company policies to ensure uniform conduct on the floor and updating information as well.
- Addressed maintenance issues quickly by liaising effectively with facilities team for better guest experience.
- Engaged in regular pre-opening safety checks to ensure that all areas in are safe for guests and staff and reporting any abnormalities to maintenance team.
- Team lead operations on behalf of supervisors such as arranging staff breaks,daily deployments and distribution of materials needed for the operation..
- Conducted animal encounters to ensure that its done timely,safely and educational to the guest.
- Maintained excellent product and service knowledge to offer helpful guest guidance regarding entry tickets and retail products and advising guests on new promotions by upselling and cross selling.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
Guest service Associate
Dubai holdings group llc (The green Planet)
Dubai, United Arab Emirates
2017.03 - 2018.05
- Addressed maintenance issues quickly by liaising effectively with the facilities team.
- Coordinated with the house keeping team to ensure that the floors are clean and bins emptied to enhance the health and safety of guests.
- Managed and coordinated animal encounters while following the company guidelines.This led to a safe,entertaining and educative guest experience.
- Fostered customer loyalty with exceptional guest service and attention to detail.
- Handled guest complaints and concerns professionally while keeping in mind the company policies.
- Conducted pre opening safety check activities to ensure that all areas around the biome are risk free for high guest experience.
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Education
Bachelor of Arts - Business administration and management
Islamic University in Uganda
Uganda 2007.02 - 2011.01
Skills
- Understanding Autism Spectrum disorder(ASD)
- Patient attitude
- Cash handling
- Problem-solving
- Team Leadership
- Public speaking
- POS Systems
- Outstanding customer service
- Staff education and training
- Strong customer service orientation
Languages
English
Fluent
Arabic
Elementary
Certification
Certificate in understanding Autism spectrum disorder from Alison.
Introduction to Animal care and welfare certificate from the university of Edinburg.
Marine biology authorised by the American museum of natural history.
Timeline
Customer service representative
White Oryx Aquarium llc (Dubai Crocodile Park)
2023.04 - Current
Guest service Associate.
Emaar Entertainment LLC
2019.11 - 2023.02
Guest service Associate
Dubai holdings group llc (The green Planet)
2017.03 - 2018.05
Bachelor of Arts - Business administration and management
Islamic University in Uganda
2007.02 - 2011.01