Winnie Chesang

Supervised a team of 15+ customer service staff, improving customer retention by 25% through conflict resolution and performance optimization strategies. Developed training programs that reduced knowledge gaps by 30%.

Handled over 100 inbound calls daily with a 90% first-call resolution rate. Managed escalated concerns and maintained accurate records in CRM systems, achieving a 98% data entry accuracy.

Supervised 10+ sales agents, leading to a 20% increase in monthly sales. Provided coaching and managed stock, reducing inventory discrepancies by 15%.

Monitored call center operations to enhance efficiency, reducing call abandonment rates by 20%. Coached team members on effective customer experience strategies.

Managed high-volume calls and resolved customer complaints efficiently, leading to a 15% increase in customer engagement through effective education on services.

Greeted guests and managed reservations to ensure a seamless dining experience. Assisted with table allocations and special requests.

Managed guest check-in/check-out procedures for over 50 guests daily, providing concierge services and training new clerks to streamline operations.

Earned a Certificate in Food & Beverage and Guest Relations, emphasizing customer service excellence and food service management.

Completed a Diploma in Hospitality Management, focusing on various aspects of hospitality services, customer relations, and operational management.

Achieved the KCSE Certificate, completing secondary education with a focus on foundational academic skills.