NATUKUNDA GILLIAN
Dubai,United Arab Emirates
Summary
Dynamic and detail-oriented professional with a strong background in multitasking, team work, and excellent communication skills. Demonstrates resilience, flexibility, and a positive attitude in all tasks. Adept at active listening, social perceptiveness, and upselling skills. Possesses a pleasant personality and is computer literate. Committed to leveraging product knowledge skills to achieve outstanding results and contribute to team success.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service
Fudchef Group
Dubai
08.2023 - 09.2024
- Dealt with complex complaints and angry customers professionally and politely, resolving issues with favorable solutions
- Handled customer billing errors, researching issues in system and working to resolve problems and inconsistencies
- Enabled customers to find answers by providing extensive details on system navigation
- Maintained excellent customer satisfaction by delivering high-quality customer service and dealing with all matters appropriately
- Followed company regulations, policies and processes
- Managed all complex complaints, issues and problems to maintain customer satisfaction
- Communicated with customers through phone calls, online chats and emails to assess customer needs and provide solutions
- Encouraged customers to complete satisfaction surveys to understand areas for improvement
- Applied company policy and procedure to increase customer satisfaction
- Conducted follow-up calls to ensure customer satisfaction and gather feedback
- Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls
Customer Service Executive
Grand Global Hotel
01.2020 - 07.2023
- Answered customer inquiries via phone, emails and in person
- Managed check-in / check-out, room assignments and payment process at the hotel
- Built and maintained strong working relationships with colleagues to help deliver exceptional customer service
- Offered recommendations like suggesting hotel services, local restaurants and attraction in the country
- Addressed and resolved guest complaints promptly
- Informed management about guest feedback and concerns so as to improve on the hotel services
- Increased guest Loyalty to 60% by repeated booking and membership enrollment
- Increased sales of hotel services like spa, dining to 50%
- Increased revenue through upselling and cross selling
Education
Bachelors degree - Development Studies
KYAMBOGO UNIVERSITY
uganda 08.2016 - 05.2019
Skills
- Multitasking
- Positive attitude
- Team work
- Active listening skills
- Attention to detail
- Product knowledge skills
- Upselling skills
- Flexibility
- Resilience
- Excellent communication skills
- Social perceptiveness
- Upbeat, outgoing and positive
- Pleasant personality
- Computer literate
Accomplishments
- Increased guest Loyalty to 60% by repeated booking and membership enrollment.
- Increased sales of hotel services like spa, dining to 50%.
- Increased revenue through upselling and cross selling.
Languages
English
Personal Information
- Nationality: Ugandan
- Visa status: Visit Visa
Timeline
Customer Service
Fudchef Group
08.2023 - 09.2024
Customer Service Executive
Grand Global Hotel
01.2020 - 07.2023
Bachelors degree - Development Studies
KYAMBOGO UNIVERSITY
08.2016 - 05.2019
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