Open to opportunities

Purity Wanjiru

@puritywanjiru3

Message

I am a dedicated guest service officer with 6+ years' hospitality experience.

Kenya

Message

What I'm looking for

I am seeking a Guest Services Officer role in a customer-focused, multicultural cruise or hospitality operator where I can apply bookings, CRM and conflict-resolution expertise, grow into leadership, and help deliver seamless guest experiences in fast-paced environments.

I am a dedicated customer care and hospitality professional with 6+ years' experience across travel, tourism and financial services. I consistently deliver high-quality guest experiences, resolving 95%+ inquiries within 24 hours and managing large volumes of bookings with strong accuracy.

I excel at bookings, reservations, travel coordination and event logistics, having managed hundreds of bookings, negotiated vendor savings of 15% and organized large corporate events. I combine empathy and clear communication to resolve complaints and retain clients.

I am driven by continuous improvement, cultural sensitivity and teamwork, and I bring CRM accuracy, conflict-resolution skills and a calm, decisive approach to high-pressure, multicultural environments.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

OYA Micro-Credit Kenya

May 2021 - May 2025 (4 years)

Resolved 95%+ customer inquiries within 24 hours, improving loan processing satisfaction and reducing late payments by 30%. Maintained 100% CRM accuracy and handled escalations to boost customer retention.

Customer Service CRM Management Loan Processing Conflict Resolution High Pressure Problem Solving Customer Education

Bookings and Reservations Assistant

Oldarpoi Mara Camp

Feb 2019 - Mar 2020 (1 year 1 month)

Managed 200+ monthly bookings and reduced cancellations by 20% through personalized follow-ups, achieving 98% guest satisfaction. Coordinated transfers and tours to ensure timely travel logistics and seamless guest experiences.

Booking Travel Coordination Revenue Management CRM Communication

Meetings, Events & Tour Consultant

Bunson Travel / Carlson Wagonlit Travel

Nov 2017 - Feb 2019 (1 year 3 months)

Processed 300+ annual bookings and negotiated vendor contracts to cut costs by 15% while improving service quality. Resolved 50+ travel emergencies with 100% client satisfaction through rapid coordination and support.

Visa Processing Emergency Response Client Relations Cost Optimization

Events Coordinator

Waljis Travel Bureau Limited

Jan 2016 - Aug 2017 (1 year 7 months)

Organized 20+ corporate events for 500+ participants, increasing repeat business by 25%. Managed vendor relations, timelines, and crisis resolution to ensure seamless event execution.

Event Planning Vendor Management Crisis Management Logistics Coordination Scheduling

Magazine Production Supervisor

Prime Location - Home of Properties

Sep 2013 - Oct 2015 (2 years 1 month)

Supervised production workflows to meet 100% of deadlines and increased sales by 10% through quality improvements. Implemented safety protocols and optimized workflows to reduce waste and improve efficiency.

Workflow Optimization Quality Control Scheduling Team Leadership Process Improvement