GRACE MWENDE
Toronto,ON
Summary
I am a Customer Service professional experienced in driving organizational growth and profitability by implementing strategies that grow the customer base, maximize customer loyalty, and achieve maximum lifetime profits from the relationships with customers. Proven experience in building relationships that facilitate the achievement of organizational objectives; managing teams to ensure the attainment of set targets, as well as working with customer-facing staff to ensure consistent delivery of customer service as per the organization’s brand promise.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
5
5
years of professional experience
Work History
Front of House Wait Staff Member
Travellers Beach Hotel and Spa
Mombasa,kenya
12.2023 - 12.2024
- Responding to customer inquiries: Answering questions and concerns about products or services
- Resolving customer issues: Addressing complaints and providing solutions
- Processing orders: Handling orders, returns, and upgrades
- Providing technical assistance: Helping customers with technical issues
- Managing customer accounts: Keeping records of customer interactions and processing customer accounts
- Maintaining customer relationships: Collecting feedback and building positive relationships with customers
- Following company policies: Ensuring compliance with company procedures
- Documenting interactions: Keeping records of customer interactions
- Communicating with customers: Interacting with customers through various channels, including phone, email, chat, and social media
- Delivered exceptional customer service to enhance guest satisfaction and loyalty.
- Managed dining area cleanliness, ensuring compliance with health and safety standards.
- Collaborated with kitchen staff to coordinate timely food and beverage service.
- Trained new staff on menu offerings, service protocols, and operational procedures.
- Resolved customer inquiries and complaints efficiently to maintain positive dining experiences.
- Implemented process improvements that streamlined order-taking and delivery times.
- Oversaw daily front-of-house operations, ensuring consistent service quality and efficiency.
- Collaborated with kitchen staff to ensure accurate order preparation and prompt delivery of meals.
- Enhanced customer satisfaction by providing timely and efficient service in a fast-paced environment.
- Collaborated with the rest of the front-of-house team during large events to ensure seamless execution of assigned responsibilities.
- Ensured adherence to restaurant policies by enforcing rules such as dress codes or age restrictions where applicable.
- Assisted in training new hires, sharing best practices for efficient performance within the front-of-house team.
- Consistently met sales targets set forth by management through upselling techniques such as suggesting premium menu items or addons.
- Assisted management in analyzing customer feedback to identify areas in need of improvement and implement necessary changes.
- Utilized strong multitasking abilities to manage multiple tables simultaneously without sacrificing quality of service.
- Promoted special events or promotions to guests, generating interest and increasing revenue for the establishment when possible.
- Handled high-pressure situations gracefully, resolving issues promptly while maintaining composure and professionalism.
- Increased repeat business by developing rapport with regular customers and remembering their individual preferences.
- Contributed to team success by supporting fellow waitstaff members during peak hours or as needed.
- Accurately processed payments, including cash, credit card transactions, and splitting bills among parties when necessary.
- Assisted in improving overall dining experience for guests through attentiveness and excellent communication skills.
- Demonstrated strong knowledge of menu items, offering personalized recommendations based on guest preferences.
- Received consistent positive feedback from managers regarding exceptional performance in customer service-related tasks like tableside check-ins or beverage refills.
- Established welcoming atmosphere by greeting each guest warmly.
- Helped guests at tables when in need of assistance.
- Trained new staff in front-of-house procedures, customer relations, and cleaning.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
Customer Service Representative
Safaricom Lipa na Mpesa
08.2019 - 12.2022
- Resolving customer concerns, complaints, or issues in a timely and satisfactory manner to ensure customer satisfaction and retention.
- Lipa na Mpesa tills activation
- Make outgoing calls to customers to advise them of products and services that may be of interest to them.
- Understand the customer needs and tailor the service to their needs.
- Explain products and service features to clients.
- Be patient with a polite and customer-focused telephone manner.
- Providing accurate and helpful information regarding products, services, policies, and procedures.
- Responding to customer inquiries, requests, and complaints via various channels such as phone, email, chat, or in-person.
- Building and nurturing positive relationships with customers by being courteous, helpful, and responsive to their needs.
- Accurately documenting customer interactions, inquiries, complaints, and resolutions in the company’s CRM (Customer Relationship Management) system.
- Employing problem-solving skills to handle complex issues or escalated situations.
- Providing feedback to management about recurring issues or suggesting improvements to enhance customer satisfaction and streamline processes.
- Building and nurturing positive relationships with customers by being courteous, helpful, and responsive to their needs.
- Follow-up calls with emails if required.
- Conducted outbound calls to promote products and services, generating new leads for sales team.
- Developed strong rapport with customers, enhancing client satisfaction and retention rates.
- Collaborated with marketing team to design targeted campaigns based on customer feedback and trends.
- Analyzed sales data to identify opportunities for process improvement, increasing overall efficiency.
- Implemented follow-up strategies that improved conversion rates from leads to sales significantly.
- Resolved customer inquiries promptly, ensuring a positive experience and fostering long-term relationships.
- Maintained excellent relationships with supervisors and other stakeholders through open communication channels, contributing positively to team dynamics.
- Increased customer satisfaction by promptly addressing inquiries and resolving issues through active listening and effective communication.
- Streamlined the sales process by utilizing CRM software to effectively manage contacts, track progress, and report results.
- Mastered product knowledge to confidently address customer inquiries while positioning the company''s offerings as an ideal solution for their needs.
- Boosted sales revenue by consistently meeting and exceeding daily, weekly, and monthly targets with efficient telesales strategies.
- Retained existing customers by providing exceptional service, staying informed on product updates, and offering tailored solutions based on individual needs.
- Conducted thorough follow-ups with potential clients to maintain engagement levels, resulting in increased conversion rates from lead to sale.
- Demonstrated adaptability in adjusting sales tactics according to changes in market trends or shifts in target demographics.
- Fostered a competitive yet supportive atmosphere within the team by sharing successes and motivating peers to strive for excellence.
- Completed daily cold calling and outreach to build sales pipeline.
- Informed current and prospective customers of promotions and new or upgraded products.
- Followed up with customers to solicit further sales.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
- Opened new accounts and documented personal, demographic, and payment information in system.
Education
Front Of House
Hospitality Training Action Centre
05-2026
Kenya Certificate of Secondary Education(KCSE) -
UTITHI SECONDARY SCHOOL
KIBWEZI, KENYA09-2014
Certificate - Computer Studies
KISAUNI POLYTECHNIC
MOMBASA KENYA06-2015
Associate of Applied Science - Food And Beverage Management
KENYA COAST NATIONAL POLYTECHNIC
MOMBASA KENYA07-2022
Certificate of Technical Studies - Front Of House
Hospitality Training Action Centre
05-2026
Skills
- Zendesk/ Beehive: Excellent
- Computer Skills: Excellent
- Call Handling: Excellent
- Data protection: Excellent
- Email support: Excellent
- Typing: Excellent
- Communication: Excellent
- Extensive research and reporting skills
- Exemplary interpersonal skills
- Excellent written and verbal communication skills
- Ability to multitask
- Excellent negotiation skills
- Experience in operating in a high-activity-based customer service team
- High level of intelligence, integrity, energy, and resourcefulness
- Food safety awareness
- Memory retention
- Professional appearance
- Reservation management
- Special event coordination
- Team collaboration
- Money handling
- Guest relations
- Payment processing
- Staff coordination
- Point of sale systems
- Table management
- Open-close procedures
- Personal hygiene
- Catering experience
- Teamwork and collaboration
- Reliable and responsible
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Excellent communication
- Customer satisfaction
- Team leadership
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Relationship building
- Transactions and cash handling
- Interpersonal skills
- Customer relationship management
- Professionalism
- Quality control
- Time management abilities
- Continuous improvement
- Inventory management
- Adaptability
- POS system operation
Accomplishments
- Successfully handled complex customer issues, resulting in a 15% reduction in escalated complaints. Consistently achieved a 95% customer satisfaction rating based on post-interaction surveys.
- Analyzed business trends, monitored competitors’ activities, and provided business intelligence to the Head of customer relations to aid in the formulation and refinement of marketing strategies. This ensured continued relevance of the company’s services to the market and sustained growth in market share relative to the competition.
Language Proficiency
English:
Full Professional
Kiswahili:
Native or Bilingual
French
Elementary
Interests
- Passionate about balancing physical health with mental and emotional wellness
- Yoga
- Dancing
Timeline
Front of House Wait Staff Member
Travellers Beach Hotel and Spa
12.2023 - 12.2024
Customer Service Representative
Safaricom Lipa na Mpesa
08.2019 - 12.2022
Front Of House
Hospitality Training Action Centre
Kenya Certificate of Secondary Education(KCSE) -
UTITHI SECONDARY SCHOOL
Certificate - Computer Studies
KISAUNI POLYTECHNIC
Associate of Applied Science - Food And Beverage Management
KENYA COAST NATIONAL POLYTECHNIC
Certificate of Technical Studies - Front Of House
Hospitality Training Action Centre
Other Professional Values
- Visiting regular and prospective client businesses to establish and act on selling opportunities.
- Evaluating opportunities for strategic partnerships, sponsorships, and advertising on an ongoing basis.
- Developing, coordinating, and reviewing the effectiveness of promotional activities such as tradeshows, technical advisory, and training.
- Building the capacity of sales teams through training and mentorship.
- Working with marketing teams to develop and implement customer acquisition and retention strategies.
- Processing customer orders and following up to ensure satisfaction.
- Providing information on products and services to enable customers to make purchasing decisions.
- Closing deals and collaborating with team members to achieve better results.