Resume CUSTOMER CARE in Canada Toronto

Customer Service Manager Kuku Kuku Restaurant – Dar es Salaam, Tanzania 02/2025 – Present • Deliver high-quality customer service in a fast-paced restaurant environment. • Handle and resolve guest complaints to ensure customer satisfaction and retention. • Manage reservations, table allocations, and seating arrangements. • Support daily operations while ensuring hygiene and service standards are met. • Coordinate with service staff to ensure smooth shift operations. Customer Service & Guest Relations Manager Karlitos Way Limited (Samaki Samaki) – Dar es Salaam, Tanzania 01/2023 – 01/2025 • Supervised daily customer service and front-office operations. • Trained and managed customer-facing staff to improve service quality and consistency. • Addressed guest inquiries, complaints, and special requests professionally. • Implemented customer satisfaction and retention strategies. • Coordinated with kitchen, service, and management teams to maintain seamless service delivery. Product & Standards Control Manager Karlitos Way Limited – Dar es Salaam, Tanzania 03/2021 – 01/2023 • Monitored and enforced company service and product standards. • Analyzed customer feedback to improve service quality and guest experience. • Supported sales performance through product optimization. • Ensured compliance with operational and service SOPs. Executive Personal Assistant to the Director Karlitos Way Limited – Dar es Salaam, Tanzania 10/2019 – 03/2021 • Managed the Director’s schedule, meetings, and travel arrangements. • Handled confidential documents and official correspondence. • Supported administrative and operational projects. Front Office Officer / Receptionist Ramada Resort – Dar es Salaam, Tanzania 2016 – 2017 • Managed guest check-ins and check-outs efficiently. • Handled reservations, phone calls, and email inquiries. • Provided information on hotel services and local attractions. • Maintained accurate guest records and supported front office operations. Receptionist DoubleTree by Hilton – Dar es Salaam, Tanzania 2015 • Welcomed guests and ensured a positive first impression. • Processed payments, invoices, and room allocations. • Coordinated with housekeeping and front office teams. Customer Service Agent (Intern) Julius Nyerere International Airport – Dar es Salaam, Tanzania • Assisted passengers with check-in, boarding, and baggage inquiries. • Provided flight information and handled customer concerns. • Supported VIP and special-needs passengers. • Ensured compliance with airline customer service and security procedures.

• Diploma in Rooms Division, National College of Tourism (2013 – 2015) • Certificate in Airline Customer Service (IATA), Swissport Training Aviation College (2017) • English Language Proficiency, British Council – Dar es Salaam • Advanced Level Certificate, Songea Girls High School (2009 – 2011) • Ordinary Level Certificate, Iringa Girls High School (2005 – 2008)

• Customer Service & Guest Relations • Front Office Operations & Reservations • Complaint Handling & Conflict Resolution • Team Leadership & Staff Training • Guest Experience Management • Cash Handling & Billing • Shift Scheduling & Coordination • SOP & Service Standards Compliance • Event Support & Coordination • Multitasking & Time Management • Hotel Management Systems

English

• Best Employee of the Month, Ramada Resort (February 2017) • Consistently contributed to improved guest satisfaction across multiple hospitality roles.