Summary
Overview
Work History
Education
Skills
Languages
Certification
References
Timeline
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Penlope Nahabwe

Penlope Nahabwe

Kampala

Summary

Highly skilled Customer Care Executive adept at managing customer service operations and ensuring highest level of customer satisfaction. Possess strong problem-solving skills, excellent communication abilities, and experience in resolving complex customer issues. Known for effectively leading teams to improve productivity while maintaining high standards of service quality. Made significant contributions to previous roles through fostering positive client relationships, improving operational efficiency, and enhancing team performance.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Care Executive

Best Western Plus The Athena Hotel
Kampala
03.2022 - 01.2025
  • Researching competitor offerings in order to remain competitive in the marketplace.
  • Tracking customer order statuses using various systems including CRM software.
  • Creating detailed reports of customer interactions for internal records keeping purposes.
  • Assisting customers with product selection based on individual needs.
  • Resolving billing issues and disputes through effective problem solving techniques.
  • Participating in team meetings to discuss strategies for improving customer satisfaction levels.
  • Maintaining accurate records of customer interactions, transactions, comments and complaints.

Hostess Manager

Intertec Systems LLC
Dubai
10.2019 - 01.2020
  • Supervising and training hostess staff, including scheduling, performance management, and coaching.
  • Ensuring an exceptional guest experience, handling complaints, and resolving issues promptly.
  • Coordinating with servers, bartenders, and kitchen staff to ensure seamless service delivery.
  • Creating a warm and welcoming atmosphere for guests.
  • Managing reservations, seating, and events efficiently.

Call Centre Executive

Intertec Systems LLC -Papa John's Pizza
Dubai, UAE
09.2016 - 10.2019
  • Handling complaints: Resolving customer inquiries, billing questions, and complaints, maintaining a focus on operational efficiency, and cost control.
  • Order taking: Receiving and processing customer orders over the phone.
  • Menu information: Providing customers with menu information, including ingredients, prices, and specials.
  • Order tracking: Tracking orders and updating customers on their status.
  • Payment processing: Handling payment processing and confirming orders.

Receptionist Administrator

Pristine Consultancy Ltd
Dubai
01.2013 - 05.2016
  • Welcoming visitors, answering questions, and directing them to the relevant personnel or department.
  • Handling incoming calls, taking messages, and responding to emails in a timely and professional manner.
  • Updating and maintaining accurate records, databases, and filing systems.
  • Assisting with administrative tasks, such as data entry, photocopying, and preparing documents.
  • Coordinating and scheduling appointments, meetings, and events for staff and management.

Education

Bachelor of Arts - Mass Communication-Public Relations

Uganda Christian University
Mukono Uganda
01-2012

High School Diploma -

Kashaka Girls School
Bushenyi Uganda
12-2008

Skills

  • Customer service
  • CRM software
  • Product knowledge
  • Team collaboration
  • Active listening
  • Customer engagement
  • Analytical thinking
  • Computer skills
  • Multitasking
  • Excellent communication
  • Friendly, positive attitude

Languages

English
First Language
English
Advanced (C1)
C1

Certification

  • Leadership Training Conference Certificate, 2022
  • Work etiquette training 2019
  • Customer care training certificate 2019

References

References available upon request.

Timeline

Customer Care Executive

Best Western Plus The Athena Hotel
03.2022 - 01.2025

Hostess Manager

Intertec Systems LLC
10.2019 - 01.2020

Call Centre Executive

Intertec Systems LLC -Papa John's Pizza
09.2016 - 10.2019

Receptionist Administrator

Pristine Consultancy Ltd
01.2013 - 05.2016

Bachelor of Arts - Mass Communication-Public Relations

Uganda Christian University

High School Diploma -

Kashaka Girls School

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Penlope Nahabwe