Pauline Njeri

Serve as the primary point of contact for client queries, requests, and concerns across in-person and written channels. Manage 5–7 active accounts per shift, process cash/card/M-Pesa transactions, de-escalate complaints, and maintain detailed interaction logs while coordinating with internal teams.

Handled high-volume client interactions across multiple channels while managing scheduling, reservations, and appointment coordination. Prepared and maintained written records and reports, resolved most escalations independently, supported stock monitoring and reconciliation, and coordinated in real time with internal teams to ensure smooth service delivery.

Built strong client relationships through consistent, warm communication across written and verbal channels. Drafted client-facing materials (menus and notices), coordinated reservations and special requests using an organised booking system, maintained professionalism under pressure, and handled confidential client information with discretion.

Drove retail sales by engaging walk-in customers, understanding needs, and recommending products to meet and exceed monthly sales targets. Processed transactions via cash/card/M-Pesa, handled returns and post-purchase complaints professionally, supported upselling/cross-selling, and maintained an organised shop floor through visual merchandising.

Completed a Diploma in Business Administration and Management at Nairobi Institute of Business Studies in Nairobi, Kenya.