Joan Mwanza
Lusaka
Summary
Customer Service Representative 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
5
5
years of professional experience
Work History
Guest Relations Officer
Tongabezi Lodge
11.2018 - 01.2020
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in and check-out processes for improved efficiency and reduced wait times.
- Maintained a welcoming atmosphere with genuine interactions and professional communication skills.
- Collaborated with hotel departments to ensure seamless guest experiences during their stay.
- Resolved guest complaints diplomatically, resulting in increased loyalty and repeat business.
- Implemented new strategies for upselling hotel services, leading to higher revenue generation.
- Developed strong rapport with frequent guests, building trust and encouraging brand loyalty.
Administrative Manager
Leopards Hill Memorial Park
11.2017 - 10.2018
- Performed human resource duties such as hiring and mentoring new staff and processing new hire paperwork
- Serve as the liaison between administrative personnel and senior management, communicating needs and concerns so they can be handled expeditiously
- Select employees for special projects and programs, then oversee their output
- Implement customer service standards and evaluate employees based on their ability to meet those standards
- Manage workflow by assigning tasks to other administrative employees daily, ensuring that deadlines are met and work is completed correctly.
Administrative Assistant
Mojo New Media
01.2015 - 07.2017
- Generate memos, emails and reports when appropriate
- Organizing and scheduling appointments with admin software
- Handle administrative requests and queries from senior staff
- Planning meetings and taking detailed minutes
- Respond to questions and requests for information
- Answer incoming calls and assume other receptionist duties when needed
- Maintain office supplies by checking inventory and order items
- Assume responsibility for maintenance of equipment including computers, copy machines and fax machines.
Education
Skills
- Customer Rapport
- Exceptional communication
- Adaptability
- Interpersonal skills
- Service Upselling
Career Statement
I feel that my greatest strengths are my ability to develop and maintain a close working relationship with my customers. This allows me to gain an in-depth understanding of their individual needs and requirements. I can then deliver a professional response to them.
Personal Information
- Date of Birth: 10/04/84
- Nationality: Zambian
References
References and extensive career history available upon request.
Timeline
Guest Relations Officer
Tongabezi Lodge
11.2018 - 01.2020
Administrative Manager
Leopards Hill Memorial Park
11.2017 - 10.2018
Administrative Assistant
Mojo New Media
01.2015 - 07.2017
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