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Candidate ID: 225148

Career Summary

I am a Bachelor of Arts in Hospitality management graduate with more than 5 years of UAE experience in Customer Service, Call Center, Telecalling, Front Desk Operations, Admin functions, Sales, and marketing. I am under a dependent visa and currently, I am not working so I can immediately.

Skill Set

Communication,call center,customer service,organization,time management,Admin, sales and marketing and social skills

Professional Information

Total Experience : 5

Nationality : Kenya

Qualification Level : Graduate

Job Function : Customer Service / Telecalling

Work Location Preference : UAE

Detailed Profile

Dalphine Chepngeno
Dubai, UAE
Mobile : +971 524607971
E Mail :
Nationality : Kenyan
UAE VISA: Dependent


September 2018-November 2019.
Call Center Executive.
VFS Global,Dubai.
• Dealing with all inquiries regarding visa applications and processing.
• Overseeing all aspects of the Visa and Immigration Service, ensuring that the process runs smoothly.
• Tracking all visa applications in the system and providing updates and advice to the applicants.
• Providing information regarding the services and products and upselling.
• Providing correct and accurate information according to the standard operating procedures.
• Adhering to policies and procedures as per the Company.

November 2016 – August 2018.
Call Center Agent.
First Central Hotel Suites, Dubai.
• Obtaining client information by answering telephone calls; interviewing clients and verifying information.
• Informing clients by explaining procedures; answering questions; providing information.
• Maintaining and improving quality results by adhering to standards and guidelines; recommending improved procedures.
• Accomplishing sales and organization mission by completing related results as needed.
• Answering inquiries by clarifying desired information; researching, locating, and providing information.
• Resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfilling requests by clarifying desired information; completing transactions and forwarding requests.
• Selling additional services by recognizing opportunities to up-sell accounts; explaining new features.
• Keeping equipment operational by following established procedures and reporting malfunctions.
December 2014 – August 2016
Guest Service Officer/ Receptionist.
Grand Hyatt Hotel, Doha.

• Handling bookings via phone, face to face and email and scheduling accordingly.
• Responding to and investigating customer inquiries, concerns and issues via phone, email and face to face in a timely and courteous manner.
• Selling and recommending of Spa products and Health Club packages, offers and promotions to the guests.
• Closing transactions by billing through cash, room charge or by card and preparing the end of day summary reports.
• Ensuring that the revenue is generated and no loss is incurred by upselling, cross selling and switch selling of the products to the guests.
• Ensuring a high level of customer service is consistently maintained.
• Handling reward schemes for the repeat guests and long staying guests.
• Coordinating with other departments regarding the guest’s profiles and preferences.

January 2013 –May 2014
Guest Relations Executive.
The Boma Hotels,Kenya

• Executing departmental tasks within the framework of orders given by the Manager.
• Resolving all guest complaints and problems.
• Dealing with any inquiries at the reception.
• Allocation of VIP rooms and ordering of VIP amenities.
• Ensuring a high level of customer service is consistently maintained.
• Handling guest messages and the telephone calls and inquiries.
• Handling excursion requests and valid information on regional tourism attractions in the area.
• Doing courtesy calls and making follow ups.
• Handling express check-ins and check-outs for VIPs.
• Handling reward schemes for the repeat guests and long staying guests.
• Inspecting VIP rooms before they check in.
• Profiling of the guest’s history and printing welcome notes messages for the Guest checking in and thank you notes for those checking out.

January 2012 – December 2012
Customer Service Representative
Elegance Stores And Gift Shops,Kenya.

• Ensuring that each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer.
• Suggesting appropriate product to the customer by understanding his/her needs and requirements.
• Conferring with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints.
• Keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Resolving customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills
• Contacting customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.

• 2010-2014: University Of Nairobi
• Qualification: Bachelor of Arts in Hospitality Management

• 2009-2010: African Institute of Research and Development Studies.
• Qualification: Certificate in Computer Packages

• 2005-2008: Tengecha High School
• Qualification: Kenya Certificate of Secondary Education

• 1996-2004: Mercy Boarding Primary School
• Qualification: Kenya Certificate of Primary Education

Operating Systems|Application Packages Windows|MS Office Suite