Martha Wakio

Dedicated, hardworking and customer-focused professional with 3 years of experience at China Square, Kenya, in customer service and supervisory roles. Experienced in guest and customer relations, cashier and POS operations, cash handling, staff coordination, complaint resolution and daily operations within a busy retail environment. Holds a Certificate in Information Technology from NITA Mombasa, with training in Microsoft Office, data entry, internet and email, and basic computer applications.

Adaptable, organized, dependable and comfortable working under pressure and with people from diverse backgrounds. Seeking an opportunity with Royal Caribbean to contribute strong service, teamwork and supervisory skills while building a career in the international cruise and hospitality industry.

Customer Service / Supervisor - CHINA SQUARE, KENYA - Kenya

• Provided friendly, professional and efficient customer service in a busy retail environment.
• Assisted customers with product information, inquiries and general requests.
• Responded professionally to customer concerns and complaints and supported timely solutions.
• Maintained positive customer relationships and contributed to a welcoming service environment.
• Supported smooth daily operations and communicated effectively with customers and colleagues from diverse backgrounds.
• Maintained professionalism and a positive attitude during busy and high-pressure periods.
• Supervised staff and coordinated daily work activities.
• Assisted with staff allocation, task coordination and effective teamwork.
• Monitored cashier and till operations to support accuracy and efficient service.
• Supported staff communication, cooperation and adherence to service standards.
• Assisted in resolving customer concerns and ensuring appropriate solutions.
• Helped maintain store organization, cleanliness and operational standards.

Certificate - Information Technology - NATIONAL INDUSTRIAL TRAINING AUTHORITY (NITA) – MOMBASA (2023-03 - 2023-08)