NANCY BIRUNGI
HOSPITALITY AND MARKETING
Kampala,102
Summary
Personable and energetic Receptionist committed to delivering excellence in all facets of customer service and administrative support. Offers honed competencies in data-entry, database management and scheduling. Dedicated to offering exceptional assistance to team members and clients. Skilled at coordinating appointments, organizing mail and collecting messages to facilitate office communication. Positive and upbeat with strong relationship-building abilities.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
1
1
Language
Work History
Receptionist /waitress
Grand Global Hotel
Kampala , Kampala
11.2022 - Current
- Used cash registers and credit card machines to cash out customers.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Answered customer questions about hours, seating, and menu information.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Developed and maintained up-to-date knowledge of menu items and daily specials to accurately respond to customer queries.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Confirmed appointments, communicated with clients, and updated client records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Maintained visitor log for entering and leaving facility for security purposes.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Scheduled office meetings and client appointments for staff teams.
Hostess
LADS BURGERS
Dubai , Palm Jumeirah
01.2022 - 09.2022
- Monitored seating area and checked restrooms regularly to keep spotless.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Answered customer questions about hours, seating, and menu information.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Used cash registers and credit card machines to cash out customers.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Accommodated special seating requests for guests to enhance satisfaction.
- Provided adequate supply of place settings for tables and miscellaneous supplies for work stations to last throughout assigned shift.
- Answered phone calls to take orders, give information and document reservations.
- Assisted customers with delivering orders, carrying additional trays and helping dish out items.
- Advised customers about special offerings and menu items to help drive sales.
Call Center Customer Service Representative
Premier Credit Services
KAMPALA , Kampala
03.2021 - 01.2022
- Resolved concerns with products or services to help with retention and drive sales.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Detailed payment options and explained price, receipt and billing details to customers.
- Generated customer service reports to track customer satisfaction.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Addressed customer account discrepancies and concerns.
- Attended telephone skills and program information training sessions to boost aptitude.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Created and maintained detailed database to develop promotional sales.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Assistant Operations Manager
MEGA STANDARD LIMITED
Kampala , Kampala
08.2018 - 06.2020
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Developed and maintain operational guidelines for staff.
- Coordinated with General Manager in different operational issues and promotional activities.
- Supervised operations team to support operational excellence and excellent customer service.
- Monitored employee productivity and optimized procedures to reduce costs.
- Stayed up-to-date with industry trends and best practices to improve skills and organizational operations.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Monitored key performance metrics to identify areas for improvement.
- Communicated with customers to assess satisfaction with products and services received.
- Reduced operational risks while organizing data to forecast performance trends.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
Sales Representative
Multichoice Uganda
Kampala , Kampala
06.2016 - 06.2018
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Trained and mentored new sales representatives.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Used customer insights to develop innovative sales strategies to increase sales.
- Developed and implemented marketing plans to increase brand awareness and drive sales.
- Used in-store system to locate inventory and place special orders for customers.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Developed strong rapport with customers and created positive impression of business.
- Monitored customers for signs of security concerns and escalated issues to management.
- Recommended complementary purchases to customers, increasing revenue.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
Education
UGANDA CERTIFICATE OF EDUCATION - Science And Arts
MAKERERE SECONDARY SCHOOL
Kampala 02.2009 - 12.2012
UGANDA ADVANCED CERTIFICATE OF EDUCATION - Arts
NANSANA SECONDARY SCHOOL
Kampala 02.2013 - 12.2014
IATA DIPLOMA - Cargo Handling
DAS AVIATION SCHOOL
ENTEBBE INTERNATIONAL AIRPORT 05.2023 - Current
Bachelor Of Business Administration - Marketing Management And Research
MAKERERE UNIVERSITY
Kampala 09.2015 - 01.2019
Skills
Teamwork and Collaboration
Clerical Support
Problem-Solving
[Type] Software Proficiency
Flexible and Adaptable
Data Entry
Decision-Making
Good Telephone Etiquette
Analytical and Critical Thinking
Dependable and Responsible
Organization and Time Management
Interpersonal Communication
Communication strategies
Excellent teamwork
Timeline
IATA DIPLOMA - Cargo Handling
DAS AVIATION SCHOOL
05.2023 - Current
Receptionist /waitress
Grand Global Hotel
11.2022 - Current
Hostess
LADS BURGERS
01.2022 - 09.2022
Call Center Customer Service Representative
Premier Credit Services
03.2021 - 01.2022
Assistant Operations Manager
MEGA STANDARD LIMITED
08.2018 - 06.2020
Sales Representative
Multichoice Uganda
06.2016 - 06.2018
Bachelor Of Business Administration - Marketing Management And Research
MAKERERE UNIVERSITY
09.2015 - 01.2019
UGANDA ADVANCED CERTIFICATE OF EDUCATION - Arts
NANSANA SECONDARY SCHOOL
02.2013 - 12.2014
UGANDA CERTIFICATE OF EDUCATION - Science And Arts
MAKERERE SECONDARY SCHOOL
02.2009 - 12.2012