Patience Musendekwa Email & Phone Number

United Arab Emirates

Dubai Sports City

• Providing administrative support, retention and acquisition forecast for the junior business• Attending to Manager on Duty issues (complains/ refund requests)• Working closely with Program managers to clean all acquisition and retentions pipeline• Ensuring that day to day junior operations run smoothly• Attending to Customer complaints and refunds via Freshdesk-ticketing• Liaising with different department such as marketing for lead generation and Accounts for refund collection and sales budgets• Cleaning up leads on Freshsales Suites• Coordinating junior events such as Summer Camps/ School camps.• Looking for ideas to improve customer satisfaction and retention. • In charge of the overall junior member experience• Creating junior classes, booking and registration of kids.• Assisting in junior assessment and sign ups and taking payment via phone, in person and payment links.• Responding and handling junior member’s enquiries and complaints via phone, email (Freshdesk ticketing and fresh chat systems) and face to face.• Knowledge of Fresh sales tool i.e., creating contacts, updating leads and deals.• Daily reporting of junior leads from Freshsales coming from social media and website campaigns.• Facilitate needed updates to juniors’ accounts planning, setting and managing all unit deadlines• Ensuring that daily and monthly sales targets are met in accordance with company targets and KPI’s• Seamless management of all junior member communications internally and externally.• Support the readiness of all junior schedules, reports and sales.• Accurately schedule junior members for programs and services and always managing class capacity of units• Help maximize junior member retention by calling junior members and sending out emails.• Assisting in Junior class terms and fall/ summer camps

Sports City, Dubai, United Arab Emirates

Greets and services members at the facility in a friendly and professional manner while developing positive relationships, responding to member needs, and recommending programs, products and services appropriately.• Promoting a fun and relaxing atmosphere for guests, along with providing highest quality customer service by listening and responding to all members and guests.• Contacts members via phone, email and in-club conversations, building relationships and engaging members within their areas of interest• Handle customer inquiries, complaints, billing questions and payment extension/service requests• Assists in the training new team members, educating them on product knowledge.• Facilitate needed updates to juniors and adult’s member accounts• Responds appropriately to enquiries, feedback and complaints through emails, chats using Freshdesk system and Help desk.• Initiates, develops and maintains positive relations with all juniors and adults’ members.​• Assist in maintaining a welcoming atmosphere for all members, prospective members and guest ensuring that they have a positive experience• Attending to phone calls and email assisting members with a variety of questions.• Checking in members into the system, booking classes as well as new member sign ups.• Anticipates members needs and interests and recommend program, products and services appropriately• Facilitating facilitate membership sales, member and guest experience, and overall satisfaction through continuous review and development of high-quality services.• Attending to all member complaints and feedback, reporting such issues as tickets on Freshdesk.• Effectively responds to member comments in accordance with club standards, policies and rules; uses ideas, feedback and suggestions to continuously improve the services provided to members.• Help maximize member retention by connecting each member to the right people, places and programs.

Al Ain, Abu Dhabi

• Schedule and organize all health club & spa consultations and appointments• Oversee all reservations for massage, swimming classes and memberships, payment and tracking procedures, established for the Spa/ Club.• Making sure that all promotional facilities in the recreation department is readily available• Attending to walk-in and assisting guests in a friendly way.• Promote all classes, activities and services that are offered within the club• Understanding all the club’s facilities and prices for memberships and spa.• Providing all the prices for massage, membership and swimming lessons.• Understanding the use of micros, handle cash payments and equivalent payments.• Consistently check all the facilities of the club check and set up the daily operations of the health club according to the policy and procedure manual.• Answer all enquiries with a complete knowledge of the services, membership and promotions offered.• Request and collect stock and supplies in accordance with minimum stock level• Making monthly memberships, massage and daily revenue reports• Handling customer complaints and feedback.• Knowing all the facilities and use of the club e.g. swimming pool, Gym, Sauna, Jacuzzi and steam rooms.• Ensure that all materials e.g. towels, newspapers, magazines and advertising material is readily available

Harare Cbd

Professional Experience:1. Destination and marketing services at Zimbabwe Tourism Authority (Feb 2015– July 2015)Job Responsibilities:• Working in the information office and handling enquiries from walk in customers.• Handling enquiries, marketing correspondences from stakeholders from stakeholders in the industry and potential customers.• Customer services: giving information, dealing with customer complaints and resolving them, providing promotional materials, preparing holiday packages.• Familiarising with tourist database and informing guest on tourist facilities.• Arranging familiarisation and tours for tourists.• Marketing of tourist destination and conducting familiarisation trips.• Management and evaluation of destination brand.2. Market Research and Product Development at Zimbabwe Tourism Authority (August 2015 – October 2015)Job Responsibilities:• Providing tourism information and technical reports such as reports.• Obtaining tourism statistics from designated tourism operators. • Identifying and writing concept paper on new tourism products.• Disseminating tourism investment information for example the Tourism Development Fund.• Obtaining data on facility utilization of tourism operators.• Obtaining occupancy ratios and statistics from operators.3. Events Management (Meetings, Incentives, Festivals, Exhibitions, Conferences) at Zimbabwe Tourism Authority (November 2015 - March 2016)Job Responsibilities:• Lobbying and bid assistance for Meetings, Incentives, Conferences and Exhibitions.• Offering destination expertise. • Taking bookings of events: inputting travel dates, time, place, year and special needs accordingly• Offering bid assistance to organizations.• Organizing and promoting local events.