Emmaculate Omache

Customer Service professional with diverse experience in the hospitality and fintech sectors, specializing in client relationship management, front-office operations, and financial customer support. Proven ability to handle high-volume customer interactions, resolve complaints efficiently, and provide personalized solutions while maintaining exceptional service standards. Experienced in supporting customers with financial products, account inquiries, loan applications, and payment processes, with a strong understanding of compliance, confidentiality, and customer data protection.

Skilled in CRM systems, administrative support, and Microsoft Office Suite, with excellent communication, problem-solving, and interpersonal skills. Adept at working in fast-paced, target-driven environments and committed to delivering outstanding customer experiences while contributing to organizational growth and customer satisfaction.

Customer Service Agent at Chapeo Capital Limited (2025-06 – Present)

• Handling customer inquiries and providing support on financial products, loan applications, account management, and repayment services.
• Delivering exceptional customer service by resolving complaints and ensuring timely resolution of customer issues.
• Supporting customers throughout the loan lifecycle, from application and approval to repayment and account closure.
• Processing and maintaining accurate customer records while adhering to regulatory requirements and data protection policies.
• Utilizing CRM systems to document interactions, track cases, and improve customer engagement and service quality.
• Cross-selling and promoting financial products based on customer needs and eligibility.
• Collaborating with internal departments to ensure efficient service delivery and enhancing customer satisfaction.
• Maintaining high standards of professionalism, confidentiality, and compliance in all customer interactions.

Customer Service Attendant at Interstrant Limited (2024-06 – 2025-06)

• Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
• Facilitated planning own workload to meet deadlines and changing priorities.
• Provided customers with advice and guidance to increase customer satisfaction and loyalty.
• Evaluated customers needs and tailored my services to fit their preferences.
• Kept up-to-date on company best practices, procedures and regulations to best meet customer's needs.
• Trained and supervised new staff in determining guest's needs, taking food and drink orders, solving complaints & handling any changes.
• Recommended daily and weekly promos to improve the company's sales target.
• Constantly achieved and surpassed monthly sales target.
• Won employee of the 1st quarter 2025 Branch award.

Reservation agent at Golden Tulip Westlands Hotel (2023-05 – 2023-09)

• Secured reservation using the hotel's reservation system, Fidelio Reservation System by collecting guest information and payment details securely.
• Promoted premium accommodation packages and other additional services, which in-turn maximized revenue and enhanced guest experience.
• Negotiated accommodation packages through phone calls, emails, online booking platforms and walk-ins.
• Managed reservation changes, cancellations, or no-shows in line with company policies and ensured update in records for operational planning.
• Coordinated with other departments to ensure smooth guest experience, including VIP or special requests.
• Conducted occupancy forecasts, and generated daily reservation logs and performance reports for management use.

Receptionist / Guest Relations Officer (Intern) at SafariPark Hotel & Casino (2022-05 – 2022-09)

• Warmly welcomed and checked in/out guests, ensuring a seamless and professional experience
• Managed guests' reservations via phone, email, and booking platforms to maximize occupancy and maintain accuracy
• Delivered concierge-level assistance by recommending and booking local attractions, dining and transportation services tailored to guests' needs.
• Handled guest complaints and special requests with discretion and efficiency, consistently ensuring high levels of guest satisfaction.
• Coordinated with other departments including maintenance, housekeeping and room service to ensure timely delivery of guest services and room readiness.
• Managed front desk communication including incoming calls, emails, and internal messages, ensuring accurate and timely information flow.
• Maintained a clean, organized, and professional reception area while strictly adhering to grooming standards and guest confidentiality protocol.

Bachelor's Degree in Hotel and Hospitality Management – Moi University (2020-09 – 2024-04)