NMNdung'u Margaret
@ndungumargaret
Result-oriented hospitality and tourism management professional.
KenyaWhat I'm looking for
I am a result-oriented hospitality and tourism management professional with a strong background in managing and coordinating various departments within the industry. My experience includes working as a contact center specialist, where I honed my skills in managing communications, addressing customer complaints, and training new agents. I am passionate about mentoring and guiding colleagues to achieve organizational goals while adhering to hygiene and safety norms.
With a Master's degree in Sustainable Tourism and Hospitality Management and a Bachelor's degree in Tourism and Hospitality Management, I possess the academic foundation necessary to excel in this field. I am eager to leverage my strong organizational skills and attention to detail in an entry-level lecturing position, where I can contribute to the development of future professionals in the hospitality sector.
Experience
Work history, roles, and key accomplishments
Contact Center Specialist
ONQ Kenya
Aug 2022 - Present (2 years 10 months)
Responsible for managing inbound and outbound calls, data entry, escalation management, processing payment transactions, addressing customer complaints, and training new agents. Demonstrated strong communication and troubleshooting skills.
Front Office Assistant
Kasarani Sports View
Feb 2021 - May 2022 (1 year 3 months)
Provided customer service in the front office, managed calls, handled inquiries and complaints, maintained records, processed financial transactions, and offered administrative support.
Travel and Tours Consultant
Philander Fleet Safaris
Jan 2020 - Feb 2021 (1 year 1 month)
Planned itineraries, analyzed travel industry trends, handled customer inquiries, assisted with marketing, and managed travel logistics.
Education
Degrees, certifications, and relevant coursework
DTDedan Kimathi University of Technology
Master of Science, Sustainable Tourism and Hospitality Management
2020 - 2025
Pursuing a Master's degree in Sustainable Tourism and Hospitality Management, focusing on developing sustainable practices in the hospitality sector.
DTDedan Kimathi University of Technology
Bachelor's Degree, Tourism and Hospitality Management
2016 - 2019
Grade: Second Class Upper
Completed a Bachelor's degree in Tourism and Hospitality Management with a focus on operational management and customer service in the hospitality industry.
Mugoiri Girls High School
High School Diploma
2012 - 2015
Grade: B
Completed high school education with a focus on general studies, achieving a total of 61 points.
Kerugoya Good Shepherd
Primary School Certificate
2007 - 2011
Completed primary education with a focus on foundational subjects, achieving a total of 377 marks.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
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