Maureen Molly Bwalya
Lusaka
Summary
Looking for a challenging opportunity for growth and advancement in leading edge to utilize my knowledge and strength towards the betterment of the organization and my over skills.
Committed and motivated customer care executive with exceptional customer service and decisionmaking skills. Strong work ethic, professional and great initiative. Proficient at quickly learning new procedures. I am a dedicated and focused customer service executive who excels at prioritizing, completing multiple tasks simultaneously, and following through to achieve project goals.
Overview
10
10
years of professional experience
Work History
Guest Relations Officer
INTERCONTINENTAL HOTEL LUSAKA
07.2022 - Current
- Managing the day-to-day activities pertaining relations and organizing work to ensure proper coverage.
- Co-ordinating all VIP and IHG status group arrivals and departures.
- Conducting pre-shift meetings and reviewing all information pertinent to the day's activities.
- Utilizing true hospitality skills to drive guest & colleague engagement.
- Acknowledge rapidly, well-organized, and efficiently to guest concerns helping them during the check-in procedure.
- Identify details regarding amenities and other pertinent information for arriving guests.
- Make ready greeting or welcome folders with collateral.
- Produce information regarding amenities, upgrade service, venues, and local area.
- Anticipating the guest needs and demand, building good relationships with them.
- Helping with certain tasks (e.g., confirming travel arrangements, taking messages).
- Maintaining and documenting all the information in the logbook daily.
- Shield compliance as per the health and quality standards.
- Keeping up to date with all IHG & Ambassador trainings as the loyalty Champion.
- Responding to Positive & Negative comments from guests.
- Implementing the customer recognition service program, communicating, and ensuring that the correct processes are being implemented.
- Bidding guest's goodbye at checkout and wishing them a farewell.
Cashier
MEDLAND HOSPITAL
05.2021 - 07.2022
- Front desk tidy and presentable with all necessary material.
- Accepting and processing payments
- Reconciling cash drawers and sales receipts.
- Balancing of all moneys correctly.
- Answering all customer questions and addressing their complaints regarding payments.
- Handling customer complaints, providing appropriate solutions and alternatives within the time limits.
- Monitoring office supplies and placing orders when necessary.
- Operating office equipment, such as photocopier, printer, Money counter, Currency viewer etc.
Front Office Personnel
HOLIDAY INN HOTEL LUSAK
01.2020 - 05.2021
- Keeping front desk tidy and presentable with all necessary material.
- Welcoming guests during check-in and bidding farewell to the guests at check-out.
- Answering all customer questions and addressing their complaints.
- Answering calls, taking messages, and redirecting calls to appropriate offices.
- Making bookings for guests via email and phone.
- Handle customer complaints, providing appropriate solutions and alternatives within the time limits.
- Monitoring office supplies and placing orders when necessary.
- Operating office equipment, such as photocopier, printer, etc.
Guest Relations Officer
INTERCONTINENTAL HOTEL
01.2019 - 01.2020
- Welcoming guests during check-in and bidding farewell to the guests at check-out.
- Handling guest's complaints and concerns in an efficient and timely manner.
- Overseeing VIP guest's arrivals and departures.
- Ensuring and providing flawless, upscale, professional and high class guest service experience.
- Analyzing customer's feedback and providing strategic direction to continuously improve overall rating.
- Responding to guests needs and anticipating their unstated ones.
CVM Tester: Voice and Mass Market
MTN ZAMBIA-HQ
01.2018 - 01.2019
- Testing Appraised new product ideas and/or products or packaging changes.
- Analyzing product performance.
- Analyzing product behavior and consumption.
- Paying close attention for any Red flags and reverting back to the CVM Analyst.
- Analyzing pricing and volume allocation of the product being tested.
Customer Care Executive
ISON BPO TELECOMMUNICATIONS
01.2016 - 01.2018
- Managing incoming calls and customer service inquiries.
- Generating sales lead that develop into new customers.
- Identifying and assessing customers' needs to achieve satisfaction.
- Manage large amounts of incoming calls '250 calls in a day'.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits.
- Follow communication procedures, guidelines and policies.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Gained full scope of the company product portfolio.
Education
CERTIFICATE - community healthcare nursing course
HEALTHNICON NURSING INSTITUTION'SA
ADVANCED CERTIFICATE - HOSPITALITY MANAGEMENT
HOTEL AND TOURISM TRAINING INSTITUTE
GRADE 12 CERTIFICATE -
HEARTWOOD COLLEGE 'SA'
DON GORDON SCHOOL'ZAMBIA'
Skills
- Logical Problem Solver
- Friendly people person
- Skilled in conflict resolution
- Dedicated Team player
- Resourceful and proactive
- Conversant with Microsoft word and Excel
- Detail oriented
- Reception area management
Hobbies and Interests
- Traveling
- Reading
- Computers
- Cooking
References
- ISON BPO LTD, Peter Tembo, Call Centre Operations Manager - Operations, 0962303135
- MTN ZAMBIA- HQ, Benjamin K. Makungo, C.V.M - Voice & Mass Market Marketing, +260 966 220 145, benjamin.makungo@mtn.com
- InterContinental Hotel, Ludias Mugala, Front Office Manager, +260 761 087 697
- Holiday Inn Hotel, Mr. Mark Ross, General Manager, 0967359756
- Medland Hospital, Katanekwa Muskuwe, Front Office Manager, +260 766 733 021
- InterContinental Hotel, Grace Mweene, Human Resources Manager , +260 97 7611391
Professional Objectives
Looking for a challenging opportunity for growth and advancement in leading edge to utilize my knowledge and strength towards the betterment of the organization and my over skills.
Languages
English
First Language
Timeline
Guest Relations Officer
INTERCONTINENTAL HOTEL LUSAKA
07.2022 - Current
Cashier
MEDLAND HOSPITAL
05.2021 - 07.2022
Front Office Personnel
HOLIDAY INN HOTEL LUSAK
01.2020 - 05.2021
Guest Relations Officer
INTERCONTINENTAL HOTEL
01.2019 - 01.2020
CVM Tester: Voice and Mass Market
MTN ZAMBIA-HQ
01.2018 - 01.2019
Customer Care Executive
ISON BPO TELECOMMUNICATIONS
01.2016 - 01.2018
CERTIFICATE - community healthcare nursing course
HEALTHNICON NURSING INSTITUTION'SA
ADVANCED CERTIFICATE - HOSPITALITY MANAGEMENT
HOTEL AND TOURISM TRAINING INSTITUTE
GRADE 12 CERTIFICATE -
HEARTWOOD COLLEGE 'SA'
DON GORDON SCHOOL'ZAMBIA'