RESTY NABWAMI
Abu Dhabi,United Arab Emirates
Summary
Professional guest service representative with a proven track record of enhancing customer satisfaction and driving repeat business. Skilled in conflict resolution, multitasking and communication with strong leadership abilities and expertise in guest services and customer relationship management, delivering exceptional experience in high paced environments.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work history
Customer service representative
Idea crate / Orange wheels
Abu dhabi, United Arab Emirates
2024.07 - Current
- Provide exceptional front-line customer service across reservations, check-ins and on-site inquiries.
- Manage high-volume customer interactions (60–80 daily), while delivering efficient check-in/out, reservations and payment processing.
- Resolve guest complaints with empathy and timely solutions, while minimizing escalations and maintaining positive guest relations.
- Escalated complex or specialized issues to relevant teams for effective resolution.
- Supported internal teams to deliver consistent and reliable customer service.
- Ensured compliance with company policies on security , safety and operation regulations.
- Tracked and reported customer complaints to supervisors for continuous improvement.
- Coordinate with operations and drivers to optimize booking schedules and ensure timely, reliable service delivery.
- Train and mentor new team members on customer service standards, systems and safety procedures.
Receptionist
Cheeky monkeys
Dubai / Abu dhabi, United Arab Emirates
2022.06 - 2024.06
- Ran the front desk at a lively family entertainment center, managing bookings, check‑ins and payments with a friendly, efficient manner.
- Introduced confirmation and reminder messages that reduced late arrivals and improved attendance at scheduled events.
- Reconciled daily cash and card transactions and prepared clear reports for management.
- Handled guest inquiries and resolved issues promptly, building trust with families and event organizers.
- Worked closely with event staff to keep arrivals smooth and ensure events started on time during busy periods.
Customer service agent
PWG group
Abu dhabi, United Arab Emirates
2021.05 - 2022.04
- Assisted passengers via phone, email, and in-person, addressing inquiries, managing bookings, and processing payments efficiently.
- Took full ownership of customer concerns, ensuring timely resolution and escalating complex issues to specialized teams when necessary.
- Maintained detailed customer relations management records to track passenger interactions, enabling faster and more personalized responses.
- Coordinated with operations and logistics teams to schedule appointments, baggage handling, and flight connections, improving on-time performance and passenger satisfaction.
- Played a key role in on boarding and training new team members, ensuring consistent and high-quality service across all airport operations.
- Provided real-time support during peak travel periods, resolving delays, cancellations, and other disruptions to minimize passenger inconvenience.
- Delivered clear and accurate information to passengers regarding flight schedules, boarding procedures, and airport amenities.
- Collaborated with security and ground staff to ensure smooth transitions for connecting flights and special assistance passengers.
- Conducted follow-ups with passengers to ensure their concerns were resolved and to gather feedback for service improvement.
Education
High School Diploma - General Arts And Social Sciences
Kyambogo college
Kampala, Uganda 2019.02 - 2021.03
Skills
Effective communication
High adaptability
Ability to work in a multicultural environment
Customer service techniques
Ability to work in fast paced environments
Computer skills
References
References available upon request.
Custom
Dedicated guest service professional seeking a position with Etihad airways to deliver unparalleled, luxurious service at the airport. Skilled in managing passenger flow, resolving complex queries with empathy, and ensuring strict compliance with safety regulations. Committed to representing the brand with professionalism and warmth to enhance guest satisfaction.
Timeline
Customer service representative
Idea crate / Orange wheels
2024.07 - Current
Receptionist
Cheeky monkeys
2022.06 - 2024.06
Customer service agent
PWG group
2021.05 - 2022.04
High School Diploma - General Arts And Social Sciences
Kyambogo college
2019.02 - 2021.03