Open to opportunities

Nicole Jani

@nicolejani

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Customer-focused and hospitality support specialist with strong CRM proficiency.

Poland

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What I'm looking for

I seek a customer-facing role or hospitality where I can apply CRM expertise, resolve complex problems, learn new tools, and grow within a supportive, team-oriented environment.

I am a motivated customer service professional pursuing a Bachelor's in Business Management, with hands-on experience in hospitality and travel support. I resolve escalated bookings, refunds and itinerary issues using CRM systems and digital tools, delivering fast, accurate and empathetic service under pressure.

At Cresta Jameson Hotel and Eagle Tours I managed reservations, booking amendments, payment queries and escalated customer cases, demonstrating strong computer literacy, technical troubleshooting and multi-platform communication. I collaborated with teams to improve internal processes and maintained a digital-first approach to customer support.

I communicate fluently in English, speak intermediate Polish and native Shona, and have participated in customer service and tech-focused events and trainings. I bring dependable time management, quality assurance focus and a solution-oriented attitude to customer-facing roles.

Experience

Work history, roles, and key accomplishments

Front Desk Assistant

Eagle Tours Travelling Agency

Mar 2022 - Feb 2023 (11 months)

Supported travelers with itinerary planning, booking modifications and escalated cases, using agency CRM and booking platforms to resolve issues and improve customer experience during peak periods.

CRM Escalation Management Customer Support Digital Tools Communication Time Management

Customer Service Representative

Cresta Jameson Hotel

Dec 2021 - Feb 2022 (2 months)

Delivered responsive guest service in a fast-paced hospitality environment, managing reservations, payment queries and complaints while improving check-in efficiency and guest satisfaction.

Customer Service Reserving CRM Payment Processing Guest Relations Troubleshooting Multitasking Communication

Education

Degrees, certifications, and relevant coursework

Warszawska Uczelnia Ekonomiczna

Bachelor of Business Management, Business Management

2023 -

Activities and societies: Participated in workshops and volunteer tech summits; completed courses in customer service, marketing analytics, and CRM/digital support tools.

Pursuing a Bachelor's degree in Business Management with coursework and practical focus on customer service, CRM tools, and business fundamentals.