Winnie Wairimu Kariuki
Dubai
Summary
Experienced Sales and Customer Service Executive bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Sales & Customer Service Executive
Gargash Motors and General Trading LLC
03.2023 - Current
- Greeted and welcomed customers and visitors as soon as they arrived at the showroom
- Answered questions about new cars, vehicle performance, applications processes and consulted the sales team as needed
- Coordinated front-desk activities, including distributing correspondences and redirecting phone calls
- Employed strong communication and interpersonal skills to build rapport when assisting potential customers with their car selections
- Maintained an up-to-date customer database to drive current and future car sales
- Presented new cars through test drives, demonstrations, and dealership walk-throughs
- Offered administrative support to other departments across the organization
- Kept updated records of office expenses and costs
- Directed visitors to the appropriate offices and departments
- Answered, screened and forwarded incoming phone calls
- Ensured reception area is tidy and presentable, with all necessary stationery and material
- Provided basic and accurate information in-person and via phone/email
- Received, sorted and distributed daily mail/deliveries
- Maintained office security by following safety procedures and controlled access via the reception desk by monitoring logbook, issue visitor badges
- Ordered front desk supplies and kept inventory of stock
- Updated calendars and scheduled meetings.
Station/Customer Service Agent
Keolis MHI (Dubai Metro)
09.2021 - 07.2022
- Met and greeted customers and provided highly visible and proactive customer service
- Provided ticket sales, train services information and responding to passenger enquiries
- Informed passengers of any offers or promotions
- Monitored and maintained station operational status and ensured the safety and comfort of passenger movement within the station
- Carried out controlled/uncontrolled and emergency evacuation of passengers
- Controlled and mitigated overcrowding in the station and platforms
- Delivered essential messages to passengers via audio or visual means in a timely and proactive manner
- Monitored and controlled the directions of fare gates in accordance with the flow of the passengers and in emergency situations
- Performed shift and emergency duties when required and any other duties as may be instructed by the station master or any other leader
- Enforced safety procedures and instructions and carried out necessary procedures to ensure public and colleagues’ safety
- Distributing publicity materials and handle lost and found property.
Station/Customer Service Agent
Serco Middle East (Dubai Metro)
03.2020 - 09.2021
- Met and greeted customers and provided highly visible and proactive customer service
- Provided ticket sales, train services information and responding to passenger enquiries
- Informed passengers of any offers or promotions
- Monitored and maintained station operational status and ensured the safety and comfort of passenger movement within the station
- Carried out controlled/uncontrolled and emergency evacuation of passengers
- Controlled and mitigated overcrowding in the station and platforms
- Delivered essential messages to passengers via audio and visual means in a timely and proactive manner
- Monitored and controlled the directions of fare gates in accordance with the flow of the passengers and in emergency situations.
Bar Waitress
JA Resorts and Hotels
09.2019 - 02.2020
- Welcomed and acknowledged all guests according to the standards in a timely, friendly, and efficient manner
- Took beverage orders and served them to guests on a timely manner
- Checked guests for proper identification and served alcoholic beverages to guests in accordance with UAE laws and regulations on alcohol
- Took guest beverage or food orders and input them to the point-of-sale system
- Ensured that the bar and lounge stations were fully stocked, clean and tidy always
- Picked-up food orders from kitchen and communicated to the chef regarding any special preferences or allergy
- Replenished beverages and ensured guest satisfaction throughout the service
- Accurately processed and collected payments from guests using the point-of-sale system.
Cashier/Waitress
Wendy’s Restaurants
03.2018 - 08.2019
- Greeted customers, recorded orders, and served food and beverages with a consistent positive and helpful attitude, including answering questions about the menu
- Input orders into the micros system and accepted payment in both credit card and cash, calculating change accurately and quickly as required
- Worked together with the kitchen team to prepare foods such as sandwiches, soups and salads while following preparation instructions, safety procedures and sanitary requirements
- Used specific kitchen machinery such as ice cream dispensers, blenders, and espresso machines to create customized meals to customers’ preferences
- Communicated effectively with team members and management to create work schedules, train new employees and resolved any interpersonal issues as needed.
Waitress
The Retreat Palm Dubai MGallery by Sofitel
05.2017 - 02.2018
- Provided a warm welcome to the guests
- Received food and drinks orders and served guests’ requests to the standards required
- Learnt the names of the guests and built relationships with the regular guests
- Ensured timely delivery of all food and beverage items to the guests
- Made recommendations to the guests from the menu if requested
- Answered guests’ queries in a polite and helpful manner
- Cleared cutlery and dishes away from the tables
- Passed food orders through to the kitchen staff promptly.
Hostess
Sunset Beach Resort
03.2015 - 03.2017
- Checked the reservation book for reservations for the next meal period
- Distributed reservations among all servers equally, informing them of all the information necessary
- Saw that the reservation signs were placed on the tables
- Met the guests at the entrance and welcomed them to the restaurant and introduced myself
- Answered the phone politely using a friendly tone while being informative.
Education
Certificate - Customer Relationship Management
Great Learning Academy
Dubai, UAE06.2023
High School Diploma -
St. Mathews High School
Nairobi, Kenya11.2008
Skills
- Customer Needs Assessment
- Account Management
- Issue Escalation
- Payment Management
- Customer Relationship Management
- Product Sales
- Satisfaction Monitoring
- Inventory Assistance
- Presentation Skills
- Client Engagement
- Marketing
- Customer Engagement
- Customer Retention
- Online Chat and Email
- Appointment Coordination
- Relationship Building
- Company Policy Adherence
- Documentation and Notes
- Public Speaking
- Shipping Coordination
- Queue Management
- Call Control
- Stakeholder Oversight
Professional Languages
- Fluent in English
- Fluent in Swahili
- Fluent in Arabic
References
Available upon request
Languages
English
Bilingual or Proficient (C2)
Arabic
Advanced (C1)
Swahili
Bilingual or Proficient (C2)
Timeline
Sales & Customer Service Executive
Gargash Motors and General Trading LLC
03.2023 - Current
Station/Customer Service Agent
Keolis MHI (Dubai Metro)
09.2021 - 07.2022
Station/Customer Service Agent
Serco Middle East (Dubai Metro)
03.2020 - 09.2021
Bar Waitress
JA Resorts and Hotels
09.2019 - 02.2020
Cashier/Waitress
Wendy’s Restaurants
03.2018 - 08.2019
Waitress
The Retreat Palm Dubai MGallery by Sofitel
05.2017 - 02.2018
Hostess
Sunset Beach Resort
03.2015 - 03.2017
Certificate - Customer Relationship Management
Great Learning Academy
High School Diploma -
St. Mathews High School
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