Experience

Ponea Health

• Kenya
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Service & Experience/Management trainee.

  • Feb 2022 - Present

  Delta Riverside Office Park, Riverside Dr, Nairobi • Enhanced Customer Satisfaction & Retention: Boosted customer satisfaction and retention by proactively engaging through various channels, using CRM techniques, and maintaining impeccable records. • Efficient Issue Resolution: Addressed inquiries, complaints, and escalated issues promptly, ensuring a positive customer experience. • Streamlined Order Management: Oversaw end-to-end service orders, improving accuracy and timely deliveries. • Continuous Improvement:… Show more • Enhanced Customer Satisfaction & Retention: Boosted customer satisfaction and retention by proactively engaging through various channels, using CRM techniques, and maintaining impeccable records. • Efficient Issue Resolution: Addressed inquiries, complaints, and escalated issues promptly, ensuring a positive customer experience. • Streamlined Order Management: Oversaw end-to-end service orders, improving accuracy and timely deliveries. • Continuous Improvement: Collaborated with operations to enhance quality, delivery, and efficiency, elevating customer satisfaction. • Website Enhancement: Led website improvements, increasing traffic and user-friendliness. • Effective Communication: Utilized social media, concierge platform, and email for seamless communication and exceptional customer experiences. • Product Innovation & Growth: Collaborated on five new products, driving revenue growth and solidifying market leadership. • Lead Generation & Relationships: Supported sales teams, generating leads and building enduring customer relationships. • Team Contributions: Actively contributed insights and recommendations, maintaining records in meetings. Show less



NYERI STRONGMAN & STRONGWOMAN OPEN

• Event Coordinator/Manager and Secretary

  • Jun 2021 - Sep 2021

  QUEENSVIEW GYM, PEMBE TATU, NYERI Tasks Undertaken: Define Objectives and Goals: Clarified the competition's purpose: fitness promotion, networking, and solidarity. Established specific goals, including increasing awareness of local fitness businesses and fostering community. Form a Planning Committee: Assembled a dedicated team proficient in logistics, marketing, and coordination. Ensured representation from various gyms for inclusive planning. Identify Event Details: Decided on competition format, date, time,… Show more Tasks Undertaken: Define Objectives and Goals: Clarified the competition's purpose: fitness promotion, networking, and solidarity. Established specific goals, including increasing awareness of local fitness businesses and fostering community. Form a Planning Committee: Assembled a dedicated team proficient in logistics, marketing, and coordination. Ensured representation from various gyms for inclusive planning. Identify Event Details: Decided on competition format, date, time, and venue. Planned associated activities to enhance participant experience. Partner with Local Businesses: Approached businesses for sponsorships, covering costs and enhancing community support. Collaborated with vendors for catering, spaces, and prizes. Create Competition Categories: Established diverse categories for different fitness levels (e.g., strength training, cardio). Ensured inclusivity with age groups and gender divisions. Develop a Marketing Plan: Created a compelling event brand, leveraging social media, newspapers, and community boards. Encouraged gyms to actively promote the event. Registration Process: Implemented an efficient online registration system. Determined entry fees, communicated participant benefits, and facilitated a smooth process. Organize Networking Opportunities: Planned activities like networking sessions and sponsor showcases. Fostered an environment conducive to connections and idea-sharing. Ensure Safety and Compliance: Implemented safety measures and complied with local regulations, obtaining necessary permits. Evaluate and Gather Feedback: Collected valuable feedback to enhance future events. Assessed the competition's success in meeting objectives. Promote Solidarity: Incorporated team-building activities and considered charity components to enhance community connections. Document the Event: Hired professionals to capture highlights. Shared visually appealing content on social media, showcasing the vibrant local fitness community. Show less



SAAB ROYALE HOTEL LTD.

• Front Office Representative & Supervisor

  • Sep 2018 - Nov 2020

  Nairobi, Kenya • Elevated Guest Satisfaction: Led efforts to create a welcoming atmosphere, resulting in high guest satisfaction scores and increased repeat business, building brand loyalty. • Efficient Front Desk: Streamlined check-in and check-out processes, enhancing guest satisfaction. • Improved Housekeeping: Implemented a roster system, improving cleanliness and guest experience. • Effective Staff Management: Managed staff schedules and break times efficiently, handling leave requests. •… Show more • Elevated Guest Satisfaction: Led efforts to create a welcoming atmosphere, resulting in high guest satisfaction scores and increased repeat business, building brand loyalty. • Efficient Front Desk: Streamlined check-in and check-out processes, enhancing guest satisfaction. • Improved Housekeeping: Implemented a roster system, improving cleanliness and guest experience. • Effective Staff Management: Managed staff schedules and break times efficiently, handling leave requests. • Outstanding Customer Service: Promptly addressed guest requests, fostering positive interactions and brand loyalty. • Proactive Maintenance: Scheduled inspections and directed maintenance, maintaining the facility's condition. • Inventory Control: Reviewed inventory with department leads, saving costs and improving efficiency. • Sales Enhancement: Conducted informative facility tours, boosting sales and guest satisfaction. • Financial Accountability: Maintained precise sales records, improving financial reporting and accountability. • Guest Item Security: Implemented a robust item security system, enhancing guest trust and satisfaction. Show less



Outspan/Treetops Hotel (Aberdare Safari Hotels)

• Food And Beverage Attendant

  • Dec 2016 - Jun 2017

  Nyeri • Efficiently managed restaurant operations, overseeing service, maintenance, and cash handling at the bar area, resulting in a smooth and satisfactory customer experience. • Made valuable contributions to event planning tasks, ensuring successful execution and high levels of customer satisfaction. • Demonstrated exceptional product knowledge to clients, enhancing their understanding and satisfaction with the hotel's offerings. • Provided warm and welcoming hospitality to guests… Show more • Efficiently managed restaurant operations, overseeing service, maintenance, and cash handling at the bar area, resulting in a smooth and satisfactory customer experience. • Made valuable contributions to event planning tasks, ensuring successful execution and high levels of customer satisfaction. • Demonstrated exceptional product knowledge to clients, enhancing their understanding and satisfaction with the hotel's offerings. • Provided warm and welcoming hospitality to guests, enhancing their overall experience within the hotel. • Ensured prompt and efficient service delivery to clients, contributing to the high quality of service offered by the hotel. • Skillfully and professionally resolved customer queries, adhering to company policies and maintaining the integrity of the brand. Show less



Tourism Fund

• Kenya
• Public Policy Offices
• 1 - 100 Employee

• Student Intern

  • Apr 2015 - Jun 2015

  Central Regional Office Undertook and introduction to a professional administrative organisation and was tasked to gain first hand engagement in their departmental processes. Performed assignments under the direct supervision of your Department Manager & Section Manager. Insight gained; Updating periodical reports, administrative/secretarial duties, maintaining correspondence and records, ordered office supplies, managing travel arrangements, Handling payroll entry, Office management.



Westwood Hotel

• Australia
• Travel Arrangements
• 1 - 100 Employee

• Student Internship

  • Feb 2014 - Apr 2014

  Nyeri, Kenya Undertook an introduction to hotel processes and departments; Restaurant management, Housekeeping management, Front office operations, Storage area control and management. Was able to partake procedures with minimum supervision. Incorporated all skills learnt to produce desired results as per the objectives of the internship.