Open to opportunities

Tracey Omondi

@traceyomondi

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Customer service specialist focused on empathetic, high-quality guest experiences.

United Kingdom

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What I'm looking for

I seek a customer-focused role where I can use my service and communication skills to improve customer satisfaction, contribute to a collaborative team, and grow into expanded responsibilities.

I am a professional customer service specialist with three years of front-desk and guest-relations experience, complemented by communication and digital marketing roles. I consistently resolve customer concerns, build strong relationships, and drive positive feedback—achieving about 80% positive guest feedback in my current role.

I hold an MA in PR and Digital Communications and have led social media and campaign efforts that increased engagement and sales (including a 30% sales uplift over four months). I am proactive, calm under pressure, and eager to contribute my service expertise and communication skills to a dynamic team.

Experience

Work history, roles, and key accomplishments

Current

Customer Relations Associate

Current

OX Hotel (Milton Manchester Hotel)

Oct 2022 - Present (3 years 3 months)

Manage daily guest services and front desk operations, resolving guest complaints promptly and achieving ~80% positive feedback while maintaining brand standards and improving guest loyalty.

Guest Service Front Desk Operations Customer Satisfaction CRM Communication Conflict Resolution Hospitality

Digital Communication Intern

Rekindle School

Apr 2023 - Jun 2023 (2 months)

Developed and executed a campaign for a community game day, increasing media coverage and engagement by 5% and supporting social media, marketing, and event coordination.

Campaign Strategy Social Media Community Engagement Event Coordination Marketing Media Relations Content Creation

Communication Associate

Technical University of Kenya

Sep 2021 - Sep 2022 (1 year)

Supported project communications by preparing media briefs, stakeholder plans, and managing social media channels to ensure timely content and coordinated stakeholder events.

Stakeholder Management Media Briefs Social Media Management Event Coordination Public Relations

Communication Assistant

Elex Products

Mar 2020 - Aug 2021 (1 year 5 months)

Planned and executed social media marketing campaigns that increased sales by 30% in four months and conducted market research to refine campaign strategies and boost brand awareness.

Social Media Marketing Campaign Management Market Research Sales Growth Client Engagement Content Creation Analytics

Customer Service Representative

Clevan Enterprises

Jan 2014 - Apr 2014 (3 months)

Supported in-store sales and managed social media customer interactions, handling orders and enquiries to ensure timely deliveries and improved customer satisfaction.

Social Media Management order fulfillment Customer Support Complaint Handling Communication Customer Engagement