VIOLET WAMUHU NGUGI
Nairobi
Summary
With extensive experience and unwavering dedication, I am a seasoned lead front desk receptionist with a solid industry background. My commitment to maintaining a professional appearance and demeanor is evident in every task I undertake, always striving for exceptional quality. As a reliable and fast-learning team player, my strengths lie in effective communication and organization, enabling me to seamlessly contribute to the team's success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Lead Front Desk Receptionist
Dojo Wellness Club
05.2019 - Current
- Trained new receptionists in company policies, software usage, and standard operating procedures to ensure consistency in service quality.
- Improved overall staff morale through open communication channels among team members leading to higher job satisfaction rates at the front desk department.
- Provided ongoing mentoring and coaching to junior team members, enabling their skill sets to grow and contribute positively towards successful departmental outcomes.
- Developed rapport-building techniques that fostered long-term relationships with guests who frequently returned due to personalized experiences provided during their gym memberships.
- Streamlined check-in and check-out processes for improved client experience and increased staff efficiency.
- Handled phone calls professionally and courteously while directing them to appropriate departments or personnel as needed.
- Maintained accurate records of guest information, reservations, billing details, and special requests to ensure smooth communication between departments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Scheduled, coordinated and confirmed appointments and meetings.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Confirmed appointments, communicated with clients, and updated client records.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Collected gym/wellness payments, processed transactions and updated relevant records.
Receptionist/Sales Representative
Desley Holdings Kenya Limited
01.2017 - 04.2019
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Corresponded with clients through email, telephone, or postal mail.
- Handled cash transactions and maintained sales and payments records accurately.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, and scanning documents.
- Maintained confidentiality of information regarding clients and company.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
Education
BBA - Business Administration (office management option)
Kenya Methodist University
Nairobi,Kenya11.2024
Diploma - Business Management
Kenya Institute of Management
Nairobi,Kenya11-2016
Information Technology - Computer Application
Viteec Training Institute
Nairobi,Kenya04.2014
High School Diploma -
Senior Chief Koinange Girls High School
Kiambu County, Kenya12.2013
Kenya Certificate of Primary Education (K.C.P.E) - Primary Education
Golden Heights Academy
01.2009
Skills
- Problem-solving skills
- Detail Oriented
- Microsoft Office proficiency
- Phone etiquette
- Scheduling and calendar management
- Oral and writing communication
- Customer assistance and interaction
- Office management
- Verbal and written communication
- Team collaboration
Certification
- Area of certification-First Aid Training, Distinction, Customer Service, Distinction, Fire Training courses, Distinction Training. Timeframe-02/01/2022
- Area of certification-Digital Empowerment Timeframe-02/01/2017
Accomplishments
- High proficiency in the use of Microsoft Office Suite.
- More than five years’ experience in customer service and administrative support.
- Achieved targets for new membership sales and membership renewals.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Kiswahili
Personal Information
- Gender: Female
- Nationality: Kenyan
- Marital Status: Single
- Religion: Christianity
References
Happy to submit upon request.
Hobbies and Interests
- Socializing
- Listening to music
- Nature walks
Timeline
Lead Front Desk Receptionist
Dojo Wellness Club
05.2019 - Current
Receptionist/Sales Representative
Desley Holdings Kenya Limited
01.2017 - 04.2019
- Area of certification-First Aid Training, Distinction, Customer Service, Distinction, Fire Training courses, Distinction Training. Timeframe-02/01/2022
- Area of certification-Digital Empowerment Timeframe-02/01/2017
BBA - Business Administration (office management option)
Kenya Methodist University
Diploma - Business Management
Kenya Institute of Management
Information Technology - Computer Application
Viteec Training Institute
High School Diploma -
Senior Chief Koinange Girls High School
Kenya Certificate of Primary Education (K.C.P.E) - Primary Education
Golden Heights Academy
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