Grace Kamande

Increased client satisfaction ratings by 20% by consistently delivering high-quality work and exceeding expectations in data entry, customer service, and travel booking tasks.
Streamlined travel booking processes for clients, resulting in a 15% reduction in booking errors and reduction in booking time.
Utilised data analysis to track customer feedback and improve NPS, addressing detractors and enhancing overall satisfaction.
Managed customer journey mapping, ensuring customer pain points were addressed proactively, improving the client’s overall experience.
Led back-office operations to handle client requests, including cancellations, refunds, and replacements, ensuring smooth operations and improved process management.

Increased bakery revenue by 15% in the first year through effective customer experience strategies, including targeted promotions and gathering customer feedback.
Improved customer satisfaction ratings by 10% by implementing a feedback system and promptly resolving refund and return issues.
Analysed KPIs, including NPS and return rates, to identify areas for improvement and adjust business strategies accordingly.
Led and influenced a team to improve operational processes, increasing productivity and ensuring timely handling of customer concerns.

Successfully organised and executed 5 community events, including clothing drives and educational workshops, resulting in increased community engagement and awareness of Elimisha Empowerment's mission.
Developed and implemented a volunteer training program, resulting in a 30% increase in volunteer retention rates and a 20% increase in volunteer satisfaction.
Effectively managed the director's schedule, ensuring timely completion of tasks and optimal use of their time.
Streamlined communication processes between the director and team members, resulting in improved collaboration and efficiency.
Increased social media engagement through the creation and implementation of engaging content and targeted campaigns.
Secured grant funding for Elimisha Empowerment through successful grant proposal writing and relationship building with potential funders.
Recruited and onboarded 20 new volunteers, expanding the organisation's capacity to serve the community.

Implemented strategic thinking to improve customer service and increase NPS, leading to a significant boost in repeat business and overall customer loyalty.
Managed refund and return processes for dissatisfied guests, ensuring swift resolutions and improved customer experiences.
Led a team of sales representatives, fostering a collaborative environment and ensuring targets were consistently met.
Utilised data analysis to monitor guest satisfaction and improve KPIs, including customer satisfaction ratings and loyalty.

Successfully resolved 95% of guest complaints within 24 hours, demonstrating a commitment to providing excellent customer service.
Streamlined the check-in and check-out process, reducing wait times by 15%.
Developed and implemented a training program for new employees, resulting in improved efficiency and reduced errors.
Maintained a high level of professionalism and courtesy in all interactions with guests and colleagues.
Demonstrated a strong work ethic and willingness to learn, quickly adapting to new tasks and responsibilities.
Received positive feedback from both guests and supervisors for outstanding performance and dedication to the hotel's success.