Rose Shitemi

I am a customer support professional who delivers consistent client-facing service in hospitality, managing high volumes of guest interactions and resolving issues in real time while maintaining service standards. I stay structured and calm in high-pressure environments where multiple client needs compete at once, ensuring no request is dropped or mishandled.

At Cicada Hotel, I handled 50+ customer inquiries daily across phone and email channels, maintaining an 80% response accuracy rate and responding to all inquiries within one hour by prioritizing based on urgency. I resolved 80% of guest issues at first point of contact through clear, calm communication, while maintaining accurate customer records and interaction history to support seamless follow-ups across shifts.

Previously at Nairobi Safari Club, I managed continuous inquiries across phone and front desk channels, verifying and recording reservation details to improve booking accuracy and coordinating guest flow to reduce congestion at peak times. At Samich Resort, I supported administrative coordination, scheduling, visitor management, and front office organization—providing clear, structured information to customers and visitors so they could get efficient, dependable service at every interaction point.