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Joan Kyomugasho , Customer Service Call Center Agent

Joan Kyomugasho

Customer Service Call Center Agent·Terhab Customer Service

Uganda

Diploma, Tourism And Hotel Management

Work experience

Total years of experience: 6 years, 6 months

Customer Service Call Center Agent

August 2024 - Present

Terhab Customer Service

Riyadh, Saudi Arabia •Remote

August 2024 - Present

• Handle inbound and outbound calls professionally
• Provide accurate information and resolve customer issues
• Maintain CRM records and follow service standards
Company industry:
Call Centers & Customer Care Outsourcing

Call Center Agent

March 2024 - Present

Terhab customer service

Riyadh, Saudi Arabia

March 2024 - Present

Document customer interactions and transactions in a CRM system.
Address customer questions and complaints, finding solutions and resolving issues.
Follow company protocols, including call handling guidelines, scripts, and quality standards.
Respond to customer calls seeking information, bookings, or resolving issues.
Company industry:
Call Centers & Customer Care Outsourcing

Front Office Manager

January 2021 - March 2024

Executive airport hotel

Entebbe, Uganda

January 2021 - March 2024

• Checking in and out guests
• Hand in room keys for respective rooms to clients.
• Handle hotel bookings and reservations.
• picking up phone calls.
• Handling clients complaints.
Company industry:
Other Business Support Services
Job role:
Administration

Front desk personnel

January 2022 - January 2024

Executive airport hotel

Entebbe, Uganda

January 2022 - January 2024

Checking in and out guests.
Hand in room keys for respective rooms to clients.
Handle hotel bookings and reservations.
picking up phone calls.Handling clients complaints.
Company industry:
Hospitality & Accomodation

Front Desk Receptionist

January 2022 - January 2024

Executive Airport Hotel

Entebbe, Uganda

January 2022 - January 2024

• Managed guest check-in and check-out procedures
• Handled reservations and customer inquiries
• Maintained guest records and resolved complaints
Company industry:
Hospitality & Accomodation

Service personnel

January 2021 - December 2021

Executive airport hotel

Entebbe, Uganda

January 2021 - December 2021

Assigning guests to tables.
Take clients orders.
Serve meals.
Clearing tables and take customer payments.
Company industry:
Hospitality & Accomodation

Service Personnel

January 2021 - December 2021

Executive Airport Hotel

Entebbe, Uganda

January 2021 - December 2021

• Assisted guests and ensured quality service delivery
Company industry:
Hospitality & Accomodation

Customer service personnel

January 2019 - December 2019

Twins tours and travel

Kampala, Uganda

January 2019 - December 2019

Clear Communication
Strong Time Management
Empathy
Review customer accounts and make changes, if necessary
Handling reservations, ticketing and hotel bookings.
Company industry:
Hospitality & Accomodation

Customer Service Representative

January 2019 - December 2019

Twins Tours and Travel

Kampala, Uganda •Hybrid

January 2019 - December 2019

• Assisted with travel bookings and customer support
Company industry:
Hospitality & Accomodation

Education

Buganda royal business, vocational and technical institute

December 2019

December 2019

Diploma, Tourism And Hotel Management

Uganda

GPA (point): 4.0 out of 4

GPA (point): 4.0 out of 4

Having studied hospitality , I have developed a deep understanding of the unique challenges and opportunities it presents. My experience spans across various departments, including front desk, housekeeping, and food and beverage and hostess, allowing me to gain a comprehensive perspective on hotel operations. This breadth of knowledge has equipped me with the ability to effectively coordinate and streamline processes, ensuring seamless guest experiences from check-in to check-out.

Buganda royal business, vocational and technical institute

January 2019

January 2019

Higher diploma, Tourism and hospitality

Uganda

Kampala University

January 2017

January 2017

Diploma, Administration And Business Administration

Uganda

Nkumba

January 2014

January 2014

High school or equivalent, certificate of education

Uganda

Skills

ACTIVE LISTENING

Intermediate

CALL CENTER EXPERIENCE

Intermediate

CLIENT SERVICES

Intermediate

CRITICAL THINKING

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT

Intermediate

CUSTOMER SERVICE

Intermediate

DETAIL ORIENTED

Intermediate

INTERPERSONAL COMMUNICATIONS

Intermediate

MOTIVATIONAL SKILLS

Intermediate

ORGANIZATIONAL AWARENESS

Intermediate

COMMUNICATIONS

Intermediate

CONCUR TRAVEL

Intermediate

CONFLICT RESOLUTION

Intermediate

CUSTOMER INQUIRIES

Intermediate

DATA ENTRY

Intermediate

Languages

English

Expert

Training and Certifications

Certifications
Certificate in tourism and hotel managment
kampala insitute