Juliet Mutheu

Manage high-volume inbound and outbound calls, emails, and live chat enquiries, ensuring prompt, professional responses. Accurately log customer interactions and resolutions into the CRM system, and proactively promote additional products through up-selling and cross-selling.

Handled 100+ daily customer inquiries via calls and emails, achieving a 70% customer satisfaction rating. Opened 150+ new accounts, onboarded 200+ customers onto digital banking platforms, and resolved complaints while ensuring compliance with service standards.

Independently planned and executed 5+ private events, managing all client communications, vendor coordination, and logistics from brief to delivery. Acted as the primary point of contact for clients, handling inquiries, feedback, and issue resolution throughout each project.

Delivered front-line customer service for hotel guests, managing check-in, check-out, inquiries, complaints, and special requests. Closed sales contracts with individual and corporate clients, contributing to a 25% increase in hotel revenue.

Managed 20+ customer inquiries per event via face-to-face, phone, and email, building loyalty and increasing repeat business by 15%. Coordinated end-to-end delivery for 70+ events, managing client expectations, vendor relationships, and team workflows.

Resolved 100+ daily customer inquiries via telephone and email, improving guest satisfaction scores by 10%. Maintained accurate records of guest interactions in the hotel system, achieving 99% data reliability.

Grade: Second Class Honours (Upper Division)

Bachelor of Science in Tourism Management with Second Class Honours (Upper Division).