Open to opportunities

Hellen Onyinye

@hellenonyinye

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Dedicated Customer Service Representative with exceptional customer experience skills

Kenya

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What I'm looking for

Seeking a challenging role that leverages my customer service skills, technical expertise, and passion for delivering exceptional customer experiences.

As a customer-centric professional with over 3 years of experience, I have honed my skills in delivering exceptional customer experiences across various industries. With a strong background in hospitality, travel, health, and technology, I excel in remote communication tools, conflict resolution, and administrative management. My customer-first mindset, attention to detail, and ability to thrive in fast-paced environments have earned me recognition as a Heartist of the Month.

I am proficient in leveraging CRM and property management systems to enhance operational efficiency and customer satisfaction. My technical skills include proficiency in MS Office Suite, ICDL certification, and experience with CRM tools like Salesforce, Zendesk, and Freshdesk.

With a strong educational foundation in Travel and Tourism Management and certifications in Anti-Bribery & Corruption Policy, Emotional Intelligence, and GDPR Compliance, I am well-equipped to handle diverse customer needs and ensure seamless service delivery.

Experience

Work history, roles, and key accomplishments

Current

Front Office Associate

Current

Mövenpick Hotel and Residences Nairobi

Jan 2023 - Present (2 years 6 months)

Managed guest operations, processed payments, and resolved billing inquiries, maintaining a 98% customer satisfaction rating.

Customer Relationship Management (CRM)MS Office Suite

Front Office Associate (Casual)

Mövenpick Hotel and Residences Nairobi

Jul 2022 - Jan 2023 (6 months)

Supported night audits, guest check-ins, and financial transactions with accuracy, ensuring smooth service for over 50 guests daily.

MS Office Suite

Front Office Intern

Mövenpick Hotel and Residences Nairobi

Feb 2022 - Jul 2022 (5 months)

Handled reservations, billing, and cashiering tasks, achieving a 95% guest satisfaction rate.

Customer Relationship Management (CRM)MS Office Suite

Receptionist Intern

AAR Head Office

Feb 2021 - May 2021 (3 months)

Welcomed visitors, managed incoming calls, and performed administrative tasks, improving office organization efficiency by 15%.

Administration MS Office Suite

Receptionist

Rembesha Barber and Beauty Salon

Sep 2020 - Nov 2020 (2 months)

Managed client bookings and stock inventory, increasing appointment bookings by 10%.

MS Office Suite

Education

Degrees, certifications, and relevant coursework

East African School of Aviation

Diploma, Travel and Tourism Management

2019 - 2022

Completed a Diploma in Travel and Tourism Management, gaining knowledge in various aspects of the travel industry, including customer service, travel planning, and tourism operations.

Institute of Advanced Technology

Certification, Information Technology

2019 - 2019

Achieved the International Computer Driving Licence (ICDL), demonstrating proficiency in computer skills and software applications essential for the modern workplace.