Crystal Mbabazi D'Ujanga
Kampala
Summary
I am a result oriented, adaptable, and self-motivated professional with a wide scope of experience. My adaptable nature has made it that I have been able to work in different industries throughout my career. I am passionate about sustainable development and this drives my choices as I work towards a life of service to my country and my job. Through my years of experience, I have developed an acumen with people which has enabled me to work closely and cooperatively with partners and different stakeholders. It has also built my interpersonal skills which has fostered healthy relationships with management and co-workers. My mission is to be a valuable member of a team, by giving 100% to efficiently and effectively achieve organizational goals while simultaneously growing as an individual and as a member of society.
Overview
10
10
years of professional experience
10
10
years of post-secondary education
Work History
Reservation Officer
Wildplaces Africa LTD
3 2018 - Current
- The tasks I currently carry out for the company are;
- Answering incoming phone calls and developing friendly rapport with guests and agents while answering questions, making recommendations, and leading conversations to bookings.
- Assist with preparation for marketing travel shows through preparing presentations, organizing marketing material as well as actively participating in the virtual shows where I present our products to different buyers.
- As system administrator of our reservations system, I utilize various software programs for managing reservations, data entry, and reporting purposes. I also manage online booking inquiries and assist guests and travel partners with questions throughout the entire booking cycle.
- Act as the primary liaison between the guests/agents and the lodge managers on ground
- Communicate with our different stake holders in the local communities surrounding the different lodges to come up with new products and form relationships that develop the community
- Enhance customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
- Coordinate with other departments to ensure seamless guest experiences from reservation through checkout.
- Prepare weekly reports on reservations activity for management review and analysis.
- Handle cancellations and modifications professionally while adhering to hotel policies and procedures.
- Develop strong relationships with repeat guests by maintaining excellent communication before arrival date.
- Resolve guest complaints professionally and efficiently, ensuring a positive experience despite any initial issues with the reservation process.
- Collaborate with team members to achieve department goals and maintain high levels of customer service.
- Contribute to team efforts by cross-selling additional services such as spa treatments or dining options when appropriate during the reservation process.
- Assist in the development of promotional strategies to increase reservations during low occupancy periods.
- Train new staff members on company procedures, software systems, and best practices for effective reservation management.
- Maintain comprehensive knowledge of our product offerings, promotions, and policies to better assist guests in their reservation needs.
- Participate in weekly meetings with sales representatives to discuss trends, projections, and opportunities for increasing revenue through targeted promotions or packages..
- Conduct regular audits of reservations data to identify discrepancies or errors, maintaining a high level of accuracy within the system.
- Verify guest information for accuracy, reducing errors in the reservation process.
- Handle billing information over phone.
- Inform clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
Data Clerk
DFCU Bank
02.2017 - 01.2018
- During this period, I was tasked with updating former Crane Bank customer’s information to match standards of DFCU Bank which included: Interacting daily with customers to get updated information to feed into the data clean up tool Issuing out Visa Debit cards to customers whose information was successfully incorporated
- Assisting customers who needed new accounts which included; fill out their account opening forms
- I also became a part of the initial School Pay team, as one of two team leaders, which was responsible for selling the School Pay product to schools around Kampala
- Provided support during audits by supplying accurate documentation of all processed transactions as needed.
- Improved data retrieval times with well-organized filing systems, expediting access to critical information.
- Managed sensitive customer information with care, ensuring strict compliance with company policies and legal regulations surrounding data privacy.
- Exceeded performance targets while maintaining strict adherence to quality standards throughout daily operations.
- Maintained high-quality data records by consistently updating and organizing information in databases.
- Corrected data entry errors to prevent duplication or data degradation.
Temporary Clerical Assistant
Canada Consulate Kampala
07.2014 - 02.2015
- During this period, I provided clerical, administrative and operational support to the Canadian Consulate as assigned by the Honorary Vice Consul which included: Assisting clients making enquiries concerning visas, passports and citizenship applications
- Writing and sending emails to the relevant recipients with the supervision and approval of the Honorary Vice Consul
- Organizing and filing documents according to the existing Canadian Consulate system for easy reference Printing, Scanning and Faxing documents as commanded by the Honorary Vice Consul
- Typing documents and information needed by the Honorary Vice Consul to assist clients
- Answering all incoming phone calls directing calls to the relevant correspondents
- I also assisted in the organization of the Canadian Education Fairs in 2015 and 2017 which included: Making phone calls and sending emails to the relevant participants in the Canadian Education Fair Informing the general public about the fair through handing out of flyers and distribution of posters Setting up the venue for the Canadian Education Fair and assisting in the day’s activities
- Writing reports about the Fairs as a reference for the future
Education
Bachelors in Ethics and Development Studies with a minor in communication -
Uganda Martyrs University
Nkozi 01.2011 - 08.2015
Uganda Advanced Certificate of Education -
Greenhill Academy
Kampala, 102 01.2008 - 12.2009
Uganda Certificate of Education -
Makerere College School
Kampala 01.2004 - 12.2007
Skills
Customer service
Problem Solving
Report writing
Internal and External Customer Communication skills
Self-management
Innovation
Supervisory/Leadership
Excellent knowledge and skills in Microsoft office applications
Adaptability
Time management
References
Trinah Mwebaze
Human Resource Manager
0775463182
Sarah Rubanga Kaggwa
Vice Honorary Consul - Canadian Consulate
0752735768
Timeline
Data Clerk
DFCU Bank
02.2017 - 01.2018
Temporary Clerical Assistant
Canada Consulate Kampala
07.2014 - 02.2015
Bachelors in Ethics and Development Studies with a minor in communication -
Uganda Martyrs University
01.2011 - 08.2015
Uganda Advanced Certificate of Education -
Greenhill Academy
01.2008 - 12.2009
Uganda Certificate of Education -
Makerere College School
01.2004 - 12.2007
Reservation Officer
Wildplaces Africa LTD
3 2018 - Current
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