AFFORDABLE SERVIES IN

ADDIS ABBAS




























AynalemMersha
Address, Addis Ababa
Contact Number: (+251) 0910608589 & 0940191143
Email: serkalem.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