Kennedy Muchira Muraya

Managed member eligibility data with 99.8% accuracy, processed over 560 cases monthly, and resolved inquiries with a 95% first-contact resolution rate.

Managed high-volume calls, correspondence, and visitor access, streamlining registration to reduce wait times and de-escalating customer complaints.

Developed strategic partnerships, managed client relationships, and drove sales through full-cycle management, achieving high repeat client rates.

Supervised a customer service team, managed KPIs, and reduced complaints by 20% through improved procedures and supplier contract negotiations.

Led and supervised the customer service team, developed policies, trained staff, and ensured customer satisfaction and inventory management.

Greeted and seated guests, managed orders, handled complaints, and promoted services to ensure customer satisfaction.

Completed management training covering front office, housekeeping, food and beverage, marketing, and customer service.

Gained hands-on experience in front office operations including guest services, reservations, check-ins, billing, and customer service.

Bachelor of Science in Hospitality and Tourism Management from Kenyatta University, completed in 2016.

Higher National Diploma in Hotel and Restaurant Management from Moi University, completed in 2012.

Kenya Certificate of Secondary Education from St. Paul's High School, completed in 2006.