Millicent Olongo Email & Phone Number

Remote

Multi-Channel Support: Served as the first point of contact for customers via various channelsincluding face-to-face, telephone, letter, email, and portal.● Channel Shift Advocate: Promoted customer enablement and self-service, providingdemonstrations and coaching as needed.● Information Signposting: Guided customers to relevant information and resources.● Problem Solving: Offered basic advice and resolved inquiries using available information orscripts.● Customer Intelligence: Gathered insights to support service enhancements and improvements.● Database Management: Maintained and updated customer databases to ensure accuracy andefficiency.● Quality Assurance Excellence: Performed well in quality assurance evaluations, continuouslyimproved performance based on feedback, and achieved the first position for handling the mosttickets and receiving positive reviews for two consecutive years.

Nairobi, Kenya

● Technical Support Expertise: Was proficient in assisting customers with technical issues relatedto their app.● Efficient Communication Handling: Managed high volumes of incoming calls, emails, andchats efficiently.● Complaint Resolution: Acknowledged and resolved customer complaints promptly to ensuresatisfaction.

Kenya

our Package Creation: Developed customized travel itineraries, considering client preferencesand budget. Negotiated rates with suppliers and vendors to create competitive packages. Ensuredall travel arrangements were accurate and confirmed.● Sales: Sold an average of 15-20 travel packages per month. Met or exceeded monthly salestargets (e.g., $20,000 in sales per month). Upsold additional services such as excursions, travelinsurance, and premium accommodations. Managed travel documentation, including visas, travelinsurance, and permits.● Administrative Duties: Assisted with marketing activities, such as creating promotionalmaterials and managing social media accounts. Coordinated with suppliers and vendors to ensuretimely delivery of services.

Nairobi, Kenya

Customer Service: Responded to 30+ client inquiries daily via phone, email, and in person.Offered personalized travel recommendations and solutions. Addressed and resolved customerissues promptly, aiming for a satisfaction rate above 90%.● Tour Package Development: Created customized travel itineraries based on client preferencesand budgets. Negotiated rates with suppliers and vendors to secure competitive deals. Ensured alltravel arrangements were accurate and confirmed.● Office Management: Managed daily office operations, ensuring a clean and organizedworkspace. Ordered and maintained office supplies and equipment. Coordinated maintenance andrepairs for office equipment.● Communication: Answered and directed phone calls, emails, and other correspondence. Greetedvisitors and clients, providing a welcoming and professional experience. Scheduled andcoordinated meetings, appointments, and travel arrangements for staff.● Record Keeping: Maintained accurate and up-to-date records, files, and databases. Prepared anddistributed documents, reports, and presentations. Handled confidential information withdiscretion and professionalism.● Database Management: Maintained and updated customer databases to ensure accuracy andefficiency.

Nairobi, Kenya

Reservations Management: Processed 30-40 reservations daily. Modified and cancelledreservations as needed. Ensured bookings complied with policies.● Ticket Sales: Sold 20-25 tickets daily to individuals and corporate clients. Upsold services likeseat selection and travel insurance. Met/exceeded monthly sales targets ($10,000/month).● Administrative Duties: Maintained accurate booking and sales records. Generated daily/weeklysales and reservation reports. Assisted with other administrative tasks.

* Guest Reception: Greeted guests warmly as they arrived at the restaurant. Escorted guests to their tables and provided menus. Maintained a courteous and professional demeanour at all times.* Reservation Management: Handled reservations via phone, email, and online booking systems.Confirmed reservations and managed any special requests or dietary restrictions.Coordinated with the restaurant team to ensure tables were set and ready for guests.* Coordination with Staff: Communicated effectively with the kitchen and wait staff to ensure smooth service.Assisted in training new staff members on guest service standards and protocols.Participated in pre-shift meetings to stay informed about menu changes and special instructions.* Administrative Duties: Recorded and managed guest preferences and feedback.Maintained accurate records of reservations and guest interactions.Assisted with inventory and ordering of supplies for the hostess stand.

Kenya

• Greeting guests, register, and assign rooms to guests • Operated the Switchboard and PABX • Answered telephonic and in – person queries to hotel services and resoled any issued• Prepare and completed room and restaurant bills • Assists guests in storing valuables in a secure deposit box • Liaised with other departments of the hotel for smooth operations and to meet targets efficiently • Handled payments through cash, cheques and credit cards and forwarded to the accounts department for banking. • Check with customers to ensure that they are enjoying their meals and take action to solve any problems • Write patron’s food orders on order slips, memorize orders, or enter food orders into computers for transmission to kitchen staff • Inform customers on daily specials and explain how various menu items are prepared, describing ingredients and cooking methods. • Train new staff and explain company policy and ethics.

Bachelor'S Degree, Human Resources Management/Personnel Administration, General

Tours And Travel Consult

Activities and Societies: Tour Operations Front Office Business Communication German

Diploma, Diploma In Human Resource