Maimuna Marong
Summary
Dedicated and results-oriented Customer Service Specialist with a proven track record of delivering exceptional service and resolving complex issues efficiently. Currently pursuing studies in shipping and logistics, eager to leverage acquired skills and knowledge to excel in an entry-level role within the industry. Possesses a strong commitment to exceeding customer expectations, coupled with a meticulous attention to detail and a passion for streamlining processes.
Overview
7
7
years of professional experience
3
3
Certification
Work history
Project coordination
SPBS GmbH
Bremen, Germany
02.2019 - 11.2022
- Communicating with stakeholders to ensure project objectives are met.
- Assisted in the preparation of project budgets and monitoring expenses.
- Provided regular updates to project stakeholders.
- Supporting project managers in day-to-day tasks and administrative duties.
Guest/ customer relations officer
Ocean Bay Hotel and Resort
, Gambia
09.2016 - 04.2018
- Conducted Customer Surveys and Recommended Improvements: Achieved a 15% increase in customer satisfaction scores through comprehensive surveys and strategic recommendations.
- Promoted New Services for Customer Retention: Successfully boosted customer retention rates by 20% through effective promotion and communication of new and updated services.
- Maintained detailed knowledge of company offerings to recommend appropriate products to clients.
- Communicated Client Feedback to Leadership: Facilitated a 30% increase in implemented improvement initiatives by consistently communicating client feedback to leadership teams.
- Recorded Inquiries and Complaints: Maintained a detailed internal database with a 95% accuracy rate, providing valuable insights for strategic decision-making.
- Advised Clients and Increased Sales: Achieved a 25% increase in sales numbers by effectively advising clients on products and services, and successfully upselling additional offerings.
- Built Positive Customer Rapport: Established strong customer rapport with a 90% satisfaction rate, fostering long-term relationships through friendly and professional communication
Hotel Receptionist Trainee
Kombo Beach Hotel
, Gambia
06.2015 - 09.2015
- Facilitated check-in and check-out procedures.
- Organised guest transport to support smooth airport transfers.
- Managed incoming calls effectively using switchboard systems.
- Handled customer payments and updated reservations.
Education
SAP Professional Fundamentals - Information Technology
Coursera
01.2024
Google IT Support - Information Technology
Coursera
11.2023
Bachelor of Arts - International shipping and chartering
Hochschule Bremen
Bremen09.2021
Bachelor of Arts - Tourism Management
University of the Gambia
Kanifing09.2016
Skills
- Client relations
- Sales and distribution
- Microsoft Office applications
- Adaptability and flexibility
- Customer contact,
- Multilingual
- Team player
- Fast learner
- computer skills
Languages
English
Proficient
C2
German
Advanced
C1
Certification
Google IT Support fundamentals
Introduction to Procurement and Sourcing.
Introduction to networking and cloud computing
Quote
Business has only two functions – marketing and innovation.
Peter Drucker
Timeline
Project coordination
SPBS GmbH
02.2019 - 11.2022
Guest/ customer relations officer
Ocean Bay Hotel and Resort
09.2016 - 04.2018
Hotel Receptionist Trainee
Kombo Beach Hotel
06.2015 - 09.2015
SAP Professional Fundamentals - Information Technology
Coursera
Google IT Support - Information Technology
Coursera
Bachelor of Arts - International shipping and chartering
Hochschule Bremen
Bachelor of Arts - Tourism Management
University of the Gambia