Aakifah Mohamed

Managed hotel reservations across 85 properties via phone, chat, and email, responding to a high volume of guest inquiries with professionalism and accuracy. Upsold amenities and services, consistently meeting sales targets, and dealt with difficult or dissatisfied guests with empathy and problem-solving.

Provided administrative support to managers and internal departments, including scheduling meetings, managing executive calendars, and coordinating virtual events. Managed high volumes of email and phone communications efficiently, organized digital files, and assisted in onboarding processes.

Responded to an average of 80-100 customer chats daily across various platforms, delivering first-contact resolution for billing, technical, and general inquiries. Maintained a 95%+ satisfaction rating through fast, friendly, and solution-focused communication, and used internal CRM tools to log conversations.

Completed a Higher Certificate in Business Management, gaining foundational knowledge in business principles and management practices. Developed skills in various aspects of business operations and administration.

Achieved the National Senior Certificate, demonstrating proficiency across various subjects. Developed a strong academic foundation and essential skills for further education and professional development.