Hi, I’m
Rebecca Mutonyi
Customer Service Executive
Uganda Kampala ,102
Overview
9
years of professional experience
Work History
Mukta A2 Cinema
Customer Service Executive
03.2023 - 06.2025
Job overview
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Delivered prompt service to prioritize customer needs.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Investigated and resolved customer inquiries and complaints quickly.
- Kept accurate records to document customer service actions and discussions.
Novotel Aldana Resort Manama, Bahrain
Hotel Front Desk Agent
01.2016 - 01.2023
Job overview
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Resolved service-related problems and documented actions in system.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Collaborated with housekeeping and maintenance teams to maintain high standard of cleanliness in rooms and common areas.
- Balanced daily cash drawer accurately, minimizing discrepancies and ensuring proper accounting procedures were followed.
- Ensured smooth communication between departments by relaying important information about guest preferences or special requests in a timely manner.
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Participated in regular staff meetings to share feedback from guests and suggest improvements for overall hotel operations.
- Improved front desk efficiency by maintaining organized records of guest reservations, payments, and special requests.
Education
YMCA Comprehensive Institute Wandegeya Uganda
High School Diploma from Hotel And Hospitality Management
05.2014
University Overview
Skills
Customer relationship management
Customer needs assessment
Issue escalation
Payment management
Timeline
Customer Service Executive
Mukta A2 Cinema
03.2023 - 06.2025
Hotel Front Desk Agent
Novotel Aldana Resort
01.2016 - 01.2023
YMCA Comprehensive Institute
High School Diploma from Hotel And Hospitality Management