Open to opportunities

MITCHEL RUME

@mitchelrume

Message

I am a customer-focused hospitality and digital service professional.

Kenya

Message

What I'm looking for

I seek a customer-facing role in a forward-thinking organization where I can apply digital customer service skills, lead teams, improve customer experiences, and grow professionally in a collaborative, performance-oriented environment.

I am a passionate, results-driven graduate with a Bachelor of Science in Ecotourism, Hotel and Institution Management with IT and a Certificate in Digital Customer Service, currently enhancing my skills in digital customer care.

I have hands-on hospitality experience supervising teams, coordinating front- and back-of-house operations, and implementing process improvements that reduced guest wait times and increased operational efficiency.

In customer-facing roles I consistently exceeded targets: I collected overdue balances from over 100 clients monthly with a 95% recovery rate, resolved over 90% of disputes, and contributed to client acquisition and satisfaction through targeted sales and follow-up work.

I bring strong communication, problem-solving, CRM and reporting skills, a record of team training and supervision, and recognition for outstanding performance. I am eager to apply my digital customer service expertise and commitment to excellent customer experiences in a forward-looking organization.

Experience

Work history, roles, and key accomplishments

Attache (Internship)

Swahili Beach Resort

Jan 2021 - Mar 2021 (2 months)

Supported front-desk and back-office guest operations, handling 15+ daily check-ins and coordinating 10+ events, which improved guest service ratings on peak weekends. Completed all assigned tasks within the 3-month internship period.

Event Coordination Guest Service Customer Service

Education

Degrees, certifications, and relevant coursework

Generation Kenya

Certificate in Digital Customer Service, Digital Customer Service

2025 -

Enrolled in a Certificate in Digital Customer Service at Generation Kenya, covering digital customer care and communication skills (June–August 2025).

Maseno University

Bachelor of Science, Ecotourism, Hotel and Institution Management with IT

2017 - 2022

Grade: Second Class, Upper Division

Bachelor of Science in Ecotourism, Hotel and Institution Management with IT from Maseno University (September 2017–February 2022), graduated Second Class, Upper Division.