Samia Mugisha
AJAX,ONTARIO
Summary
Guest-oriented Reservations, sales & customer care specialist with 4+ years of experience known for having great organizational skills and gifted at customizing unique experiences for all types of clients in a fast-paced environment. Proficient in MS Office and various systems.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Partner Support Representative
Lendcare Capital Inc.
Ajax
04.2024 - Current
- Provided first-line support to partners (dealerships, clinics, etc.) via phone, email and chat and transferred customers calls to the suitable department.
- Assisted in resolving customer inquiries and complaints related to products and services.
- Identified customer needs and provided appropriate solutions within established timelines.
- Developed relationships with clients through providing exceptional customer service experiences.
- Followed-up with sales teams and customers with complex issues to coordinate resolutions.
- Met performance standards consistently for answer rate, handle time and service quality.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Performed outbound calling to satisfy mersers and get our partners' deals to the next level.
Sales Representative
Ace Management Group
Toronto, ON
03.2024 - 03.2024
- Organized client visits, presentations about Rogers' products, demonstrations and trade shows.
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Maintained accurate records of all sales and prospecting activities.
Reservations Manager
Heaven Holdings Ltd.
Kigali, KGL
12.2021 - 12.2022
- Created reports to analyze customer data related to reservations.
- Scheduled staff shifts and assigned duties for reservation agents.
- Conducted regular meetings with the team of reservation agents to discuss performance.
- Provided training for new reservation agents on computer systems and procedures.
- Responded promptly to all customer complaints regarding reservations services.
- Analyzed current market conditions to determine pricing strategies for hotel rooms and packages.
- Reviewed existing contracts with travel agencies regularly to ensure terms are up-to-date.
- Reviewed guest information and payment options, checking for accuracy and completeness.
Reservations Agent
Heaven Holdings Ltd.
Kigali, KGL
05.2019 - 12.2021
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Assisted customers with reservations and cancellations in accordance with hotel policies via email and online portals.
- Maintained updated knowledge of all hotels' room types, availability, packages, promotions, special events.
- Generated daily reports on occupancy levels for management review.
- Coordinated with front desk staff to maintain maximum occupancy.
Front Office Agent
The Retreat by Heaven
Kigali, KGL
03.2019 - 05.2019
- Greeted guests upon arrival and provided assistance with check-in procedures and processing payments for room charges.
- Balanced daily cash transactions and prepared deposit slips.
- Provided concierge services such as making restaurant reservations, arranging transportation, and providing directions to local destinations.
- Promoted hotel services and facilities to guests during their stay.
- Kept front desk area clean and organized throughout shift.
- Handled complaints or escalated issues to appropriate manager when necessary.
Sales and Marketing Manager
Future Horizonte Ltd.
Kigali, KGL
02.2018 - 05.2018
- A store specialized in products with the Philips Avent Brand (Mostly for Mothers & Babies)
- Attended to all customers with a smile and explained all about the products in the store.
- Determined price schedules and discount rates by conducting weekly inventory.
- Prepared daily reports and banked all cash generated to the company’s bank account.
- Managed a team of sales representatives by providing guidance, training, and support when needed.
- Resolved customer complaints regarding sales and service.
Customer Service Cashier
Vision Money Transfer Ltd.
Kigali, KGL
01.2017 - 06.2017
- Greeted customers and provided friendly customer service.
- Sent/ Received funds from & to China and called in the concerned clients for collection.
- Prepared daily reports and banked all cash generated to the company’s bank account.
- Balanced cash drawers at the end of each shift.
Education
Certificate - Travel Operations
Travel Centre
Kigali, Rwanda02-2019
High School Diploma -
Lycee De Kigali
Rwanda03-2014
Skills
- Behavioral Management
- Time Management
- Customer Satisfaction
- Upselling Proficiency
Accomplishments
- Star of the month - September 2019 (Heaven)
- Star of the month - November 2022 (Heaven)
Certification
- EF English Proficiency Development Program | MasterCard Foundation | Level 4
Timeline
Partner Support Representative
Lendcare Capital Inc.
04.2024 - Current
Sales Representative
Ace Management Group
03.2024 - 03.2024
Reservations Manager
Heaven Holdings Ltd.
12.2021 - 12.2022
Reservations Agent
Heaven Holdings Ltd.
05.2019 - 12.2021
Front Office Agent
The Retreat by Heaven
03.2019 - 05.2019
Sales and Marketing Manager
Future Horizonte Ltd.
02.2018 - 05.2018
Customer Service Cashier
Vision Money Transfer Ltd.
01.2017 - 06.2017
Certificate - Travel Operations
Travel Centre
High School Diploma -
Lycee De Kigali
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