EKEve Kioko
@evekioko
Guest relations and customer experience professional delivering memorable, satisfaction-focused hospitality service.
KenyaWhat I'm looking for
I’m a Guest Relations professional with over 3 years of experience delivering exceptional service in hospitality and customer-focused environments. I build memorable guest experiences through personalized support, prompt resolution of concerns, and strong relationship management—always aiming to exceed expectations.
In my roles, I handle high-volume guest and customer interactions (including phone, email, and live chat), resolve complaints professionally, and turn negative experiences into positive ones. I also improve service operations by maintaining knowledge bases, implementing feedback mechanisms, training new team members, and supporting onboarding of new software tools—helping teams reduce escalations and raise satisfaction.
Experience
Work history, roles, and key accomplishments
Customer Experience Executive
Golden Years Supplies Limited
Apr 2024 - Present (2 years)
Delivered customer support via phone, email, and live chat, achieving a 95% satisfaction rating while resolving inquiries and complaints professionally. Improved response time by 20% by building and maintaining a team knowledge base, and trained new team members on customer service protocols.
Guest Relations Officer
Kika Des Suites
Mar 2023 - Mar 2024 (1 year)
Handled guest communications and managed an average of 100 calls per day, resolving complaints through effective communication. Reduced escalated cases by 30%, implemented feedback mechanisms to drive service improvements, and supported special requests and VIP services during guests’ stays.
Customer Service Representative
Ministry Of Lands
Jan 2022 - Dec 2022 (11 months)
Provided first-line customer support and achieved a response rate of under 24 hours for inquiries and issues. Increased repeat business by 40% through follow-up calls, maintained accurate CRM records to improve data integrity, and met or exceeded monthly KPIs through ongoing training and collaboration.
Education
Degrees, certifications, and relevant coursework
Mumbe Junior Academy
KCPE, Primary Education
Completed primary education and obtained the KCPE qualification. Completed foundational primary school coursework.
Makueni Girls High School
KCSE, Secondary Education
Completed high school education and obtained the KCSE qualification. Focused on core secondary education coursework.
College of Insurance
Diploma in Insurance, Insurance
Completed a Diploma in Insurance. Built foundational knowledge in insurance principles and practices.
MTMurang’a University of Technology
Bachelor of Commerce, Finance
Earned a Bachelor of Commerce with a focus on Finance. Completed the degree through coursework in business and financial studies.
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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