Aynalem Mersha Address, Addis Ababa

Contact Number: (+251) 0910608589 & 0940191143

Email: sarkalem.aynalem@yahoo.com

Website: aynalemmersha.blogspot.com

Personal Profile:

A hardworking and self-reliant individual, who is efficient in carrying out administrative tasks in

pressured environments and competent to provide a good service for clients. Very well

presented, diligent and a determined individual. Self-motivated with a very high level of

commitment in any task undertaken. Works well on her own and is a good team member.

Receptionist and Tour Guide

Customer Service Expert

MS Office “Power User”

Adept Written/Verbal Communicator

Marketing techniques

Customer Relationship

Managing rent a Car services

Tour Guide Consultancy

Key Skills

Office Skills:

Telephone & Front Desk Reception

Customer Service

Filing Database & Records Management

Executive & Administrative Support Reports & Spreadsheets

Complaint Handling

Data Entry (75 WPM)

English and Amharic Language expert

Computer Skills:

Word

Excel

PowerPoint

Outlook

Windows Vista/XP

Professional Experience

Queen Sheba International Hotel (Addis Ababa)

Receptionist, Feb 2013 to Present

Excelled in role requiring the ability to handle a variety of customer service and administrative tasks and resolve customer issues with expediency.

Demonstrated proficiencies in telephone and front-desk reception within a high-volume environment. Calmed upset/angry customers researched and rapidly solved problems and rebuilt client trust to prevent the loss of key accounts.

Led “cleanup” of company database and files. Restored organization to personnel, financial and operational records and accelerated data input, processing and retrieval times.

Consistently praised by management for the quality and timeliness of reports, attention to detail exemplary customer service delivery and team-player attitude.

Lal Hotel (Woldea, Ethopia ) Receptionist, March 2009 to Jan 2013

Perform reception duties such as answer telephone calls, make appointments, and disclosure forms are completed correctly, and customer records are updated. Responsible for receiving and checking deliveries; maintaining hair stockroom in a tidy condition.

Dealing with enquiries, complaints, and correspondence: where possible, helping directly; passing others on to appropriate members of staff; dispatch of standard information.

Cash handling, processing payments, drawing up invoices and receipts. Ensure reception/ front desk is adequately stocked and information is updated and clearly displayed.

To under any other administrative duty when needed such as photocopying, filing etc.

Juresalam Hotel Receptionist, March 2002 to Jan 2009

Effectively handled inquiries from new and existing customers about their gym membership.

Skilled in customer service and telephone operations, dealt with customers queries and phone presentations in a professional manner

Trained as a first aider for use in various emergency situations to identify problems and to co-ordinate emergency response.Utilised proprietary software for entering customer information into computerized database.

Responsible for carrying out health and safety checks on daily basis.

Education

Primary school 1-8 lalibela primary school

Secondary school 9-10 lalibela high school

Reference: Ato Tewabe fenta General manager Lal hotel Woldiya Phone Number 251911212755