Mellanie Busienei

Knowledgeable and dedicated Customer Service Professional. Team player with proven skills in establishing relationships with Guests and Clients. Motivated to maintain Customer Satisfaction that contributes to Company Success.

Team player that recognizes and resolves problems quickly and efficiently to foster positive relationships with colleagues and clients to promote staff and customer satisfaction and loyalty. Effective communicator able to guide cohesive teams toward shared goals and advancement. Personable and approachable.

Seeking a deserving profile, where I can deliver my expertise in customer service and skills, while maintaining the integrity and work ethics of the working environment, thereby maintaining the reputation of the organization.

Receptionist, Supervisor at Sunpark Hotel (2024-04 – 2025-07)

• Greeting visitors upon entry and helping them navigate through the hotel.
• Checking on Hotel operations, ensuring that they run smoothly and making sure duties are diligently done.
• Maintain the front desk area — clean, organized, and professional at all times.
• Assist in scheduling appointments and managing meeting room bookings.
• Support administrative functions such as filing, photocopying, scanning, and data entry.
• Receive and record messages accurately for staff or management.
• Monitor daily operations to ensure smooth workflow and adherence to company policies.
• Identify bottlenecks or issues and provide timely solutions.
• Ensure compliance with safety, quality, and operational standards.
• Completed bi-weekly payroll for 5 employees.

Receptionist, Social Media Manager at Kangs Hotel Malindi (2023-04 – 2024-04)

• Greeting visitors and helping them navigate through the office. Manage Social media platforms, engaging with clients online and also replying to work emails.
• Schedule and confirm client appointments, follow up on attendance and manage daily calendars.
• Monitor company social media pages (for example, Facebook, Instagram and X) and respond to basic client inquiries.
• Support general office management by ordering supplies, coordinating deliveries and ensuring smooth daily operations.
• Handle client concerns tactfully and escalate complex issues to appropriate supervisors.

Customer Care Agent at Apollo Agriculture (2020-04 – 2021-01)

• Guiding clients on our product knowledge depending on their queries and ensuring that their needs are met, via phone.
• Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 20%.
• Record customer interactions, complaints, and resolutions in Apollo's CRM or database system.
• Maintain accurate and updated farmer information for reporting and follow-up purposes.
• Educate farmers on Apollo's input packages, loan repayment processes, and the benefits of using Apollo products.
• Guide customers on how to use Apollo's digital tools or mobile platforms.
• Share best agricultural practices and relevant agronomic information when applicable.
• Gather customer feedback to help improve Apollo's services and products.
• Identify recurring issues or trends and report them to the management or product teams.
• Participate in regular meetings to discuss customer insights and operational improvements.
• Meet daily or weekly call targets and service-level agreements (SLAs).
• Ensure adherence to company policies, ethical standards, and confidentiality of customer information.
• Strong communication and interpersonal skills (especially in English and local languages).
• Customer-first mindset with patience and empathy.
• Problem-solving and multitasking abilities.
• Familiarity with digital tools (CRM systems, mobile apps, Excel, etc.).
• Understanding of smallholder farmers' needs and agricultural practices (a plus).

Telesales Agent at Startimes Media Limited (2019-01 – 2020-04)

• Manage daily schedules and appointments for the executive team.
• Respond to and manage all incoming and outgoing communication, including emails, phone calls, and letters.
• Support various teams within the organization as needed, including but not limited to Human Resource, finance, and marketing.
• Prepare and edit correspondence, reports, and presentations.
• Manage office supplies and equipment, including ordering and restocking.
• Plan and coordinate events, meetings, and conferences.
• Take dictation and minutes and accurately enter data.
• Produce reports, presentations and briefs.
• Develop and carry out an efficient documentation and filing system.
• Assist guests with check in and checkout.
• Give a warm welcome to guests on arrival and register them as well as issuing room keys by using the appropriate standards.
• Handle guest check in and check outs professionally.
• Post charges of gift shops, copies, faxes and meeting room charges.
• Handling guests' mails and messages, and answering phone calls.
• Meet, greet, room and send VIPs.
• Attend daily briefings and relevant departmental and interdepartmental meetings.
• Handling guest complaints and compliments.
• Going through our feedback channel, resolve any complaints and get back to guests even after checkout.
• Conducting Product Knowledge training in all departments.
• Make follow-up calls to the guest and find out how their stay is.
• Handling the business center duties, which is a busy haven.
• Providing personalized services to our guests.
• Welcoming and bidding farewell to all guests coming in and leaving the hotel.
• Handling most of the complaints and compliments from the guests.
• Promoting all facilities in the hotel for better revenue.
• Up-selling to higher categories of rooms.
• Provide guidance to Guests.
• Perform any related duties and special projects as requested by the Manager.
• Comply with policies and procedures at all times.
• Maintain the privacy of all guest's details.
• Resolve invoice problems.
• Process invoices.
• Receiving payment by cash, check, credit cards and vouchers.
• Produce daily reports.
• Manage nightly hotel operations.
• Make reservations over the phone and in person and ensure all aspects of the room reservation procedure are followed, including bookings, confirmations and cancellation policies.
• Preparing bills and receipts for all in house guests and direct billing accounts.
• Ensured the accuracy of charges made to guest folios and third-parties.
• Process guest requests, assigned rooms and directed changes in cancellations pertaining to check-ins and check-outs.
• Computing bills, collecting payments and completing necessary shift reports.
• Motivating and training new employees.
• To sell our products applying the best customer service, on telephone.

Diploma in Film/Video production – Kenya Institute of Mass Communication (2018-11)

Kenya Certificate of Secondary Education in Secondary Education – Maria Immaculata High School (2013-10)

Primary Education in Primary Education – Fountain Junior Academy (2008-11)