Bertha Mayungo
Livingstone
Summary
Personable and dedicated customer service representative with extensive experience in the industry. Solid team player with an upbeat, positive attitude, and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction, and contribute to company success. Articulate, enthusiastic, and results-oriented, with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Guest-oriented reservation agent with advanced customer service skills. Proficient in effectively managing daily correspondences and operational tasks to exceed customers' expectations. Friendly, organized, and hardworking, with strong computer skills.
Overview
3
3
years of professional experience
Work History
Marketing and Reservations Manager
Waterberry Zambezi River Lodge
Livingstone
06.2023 - Current
- Managed room reservations, ensuring optimal occupancy rates, and revenue growth.
- Collaborated with the front office team to deliver exceptional guest experiences.
- Worked closely with the lodge team to ensure seamless guest experiences.
- Conducted market research to identify trends and opportunities, informing marketing decisions.
- Designed and executed targeted marketing initiatives to reach new audiences, and increase bookings.
- Processed room reservations, cancellations, and modifications in a timely and efficient manner.
- Maintained accurate records of guest reservations, preferences, and feedback.
Guest Liaison
Waterberry Zambezi River Lodge
04.2022 - 09.2023
- Served as the primary point of contact for guests, ensuring exceptional customer service, and resolving any issues promptly.
- Built strong relationships with guests, anticipating and meeting their needs to exceed expectations.
- Gathered and acted on guest feedback to improve services and amenities.
- Ensured exceptional guest satisfaction, responding promptly to requests, concerns, and feedback.
- Worked closely with teams to ensure consistent delivery of exceptional guest experiences.
- Contributed to quality improvement initiatives, leveraging guest feedback and insights.
Education
Advanced Certificate - CIPS
Zambia Institute of Management (ZAMIM)
01.2019
Grade 10 to 12 -
Mukamambo II Girls High School
01.2015
Grade 8 to 9 -
Mkandawire Basic School
01.2012
Grade 1 to 7 -
Little Woods Primary School
01.2010
Skills
- Computer Literate
- Guest feedback management
- Effective communication
- Team collaboration
- Marketing initiatives
- Service quality improvement
- Multitasking
- Emergency response
- Decision-making
- Typing speed
- Lodge accommodations
- Microsoft Word
- Internet
- Fluent in English
- Good communication skills
- Accuracy
- Attention to detail
- Adaptability
- Flexibility
- Time management
Awards
Graduated as best student in CIPS level one and two
References
- Mr. Henry Mugala, Head of Campus, Emmasdale, 0955991957
- Mr. Muyunda, Lecturer, 0977986885, 0955822039
Bio Data
Female, 23, 11/26/97, Single, Zambian
Positions And Responsibilities
- Debate Club Secretary
- Chess Club President
- Student Representative Council Vice President
Accomplishments
- Africa's Eden Travel Show - 2023 and 2024
- C & L Travel Collection - show 2024
- ITB Berlin (Germany) - 2025
Timeline
Marketing and Reservations Manager
Waterberry Zambezi River Lodge
06.2023 - Current
Guest Liaison
Waterberry Zambezi River Lodge
04.2022 - 09.2023
Advanced Certificate - CIPS
Zambia Institute of Management (ZAMIM)
Grade 10 to 12 -
Mukamambo II Girls High School
Grade 8 to 9 -
Mkandawire Basic School
Grade 1 to 7 -
Little Woods Primary School
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