Summary
Overview
Work History
Education
Skills
Timeline
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Immaculate Makombe

Marketing Professional
Harare

Summary

An organised, results-oriented Customer Service Professional with an excellent track record of significantly increasing service quality, sales and customer base. Outstanding communication, relationship-building and influencing skills; competent in building customer relationships which inspire confidence and loyalty. A highly efficient individual with extensive team leadership experience, able to adapt well to new environments and learn new processes quickly to achieve outstanding results. Strong ability to multi-task and prioritise, and able to organise, train and monitor teams. Seeking a new, challenging role which will utilise existing skills.

Overview

9
9
years of professional experience
6
6
years of post-secondary education

Work History

Events Planner and Decorator

Party Plug Zimbabwe
Harare
01.2022 - Current
  • Researching and identifying successful event opportunities.
  • Meeting clients and taking note of their specific event details.
  • Creating and negotiating contracts with clients and other vendors.
  • Imagining and creating events decorations as per customer specifications.
  • Reviewing invoices and facilitating payments.
  • Managing relationships with customers and other vendors.
  • Booking venues on behalf of clients.

Guest Relations Manager

Cresta Hotels
Harare
06.2016 - 12.2022
  • Welcoming all hotel conferencing, banqueting and staying guests.
  • Liaising with all departments to ensure special guest requests are taken care of.
  • Overseeing all aspects of the hotel customer service experience.
  • Troubleshooting processes and procedures and making improvements of customer service quality.
  • Implementing effective processes for customer service representatives to interact with customers.
  • Providing training on handling of sensitive customer service issues.
  • Taking care of hotel VIPs e.g Senators, MPs as well as other high level government officials.
  • Monitoring and reviewing processes for ways to make procedures more time and cost-effective e.g check in processes.
  • Making regular reports to senior management about department milestones and progress.
  • Holding regular meetings with department staff to discuss expectations and hearing team concerns.
  • Planning and maintaining departmental budget.
  • Coordinating with sales department to incorporate plans to increase customer satisfaction.
  • Managing issues with the staff through assessment and subsequent corrective action protocol.
  • Ensuring work environment was compliant with all applicable laws and regulations.
  • Maintaining confidentiality regarding personnel information and customer database by keeping sensitive documents private and secure.
  • Liaison with senior management, vendors, contractors and key stakeholders to ensure quality of products and efficiency of department.

Receptionist/PBX Switchboard Operator

Cresta Hotels
Harare
03.2015 - 06.2016
  • Facilitating efficient and effective flow of communication.
  • Making courtesy and sales calls to look for potential business.
  • Making reservations for accommodation as well and functions.
  • Checking guests in and out of the hotel as well as receiving payment.
  • Processing company ledgers so that the accounts debtors can receive payment.
  • Making sure the first impression about the organization is perfect.

Education

Bachelor of Commerce - Marketing Management

Midlands State University
Gweru, Zimbabwe
02.2018 - 11.2020

National Diploma - Tourism And Hospitality Management

School of Hospitality And Tourism
Bulawayo, Zimbabwe
01.2012 - 11.2014

National Certificate - Tourism And Hospitality Management

Rainbow Hospitality Business School
Harare, Zimbabwe
01.2010 - 11.2010

Skills

    Excellent Communication

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Timeline

Events Planner and Decorator

Party Plug Zimbabwe
01.2022 - Current

Bachelor of Commerce - Marketing Management

Midlands State University
02.2018 - 11.2020

Guest Relations Manager

Cresta Hotels
06.2016 - 12.2022

Receptionist/PBX Switchboard Operator

Cresta Hotels
03.2015 - 06.2016

National Diploma - Tourism And Hospitality Management

School of Hospitality And Tourism
01.2012 - 11.2014

National Certificate - Tourism And Hospitality Management

Rainbow Hospitality Business School
01.2010 - 11.2010
Immaculate MakombeMarketing Professional