Customer Service Agent

Result -focused and dedicated professional offering over 14 years of progressive leadership experience in a service chain envirionment .

My core competencies range from creative problem solving skills, effective communication, stake holder engagement, leadership and accountability.

Have the ability to manage data/schedule, document correspondence and maintain information flow, knowledge of administrative rules and regulations, have the ability to perform work with confidetiality nature, ability to create, edit and present information in clear format using appropriate IT functionality.

Passsionate about respect and diversity and have strong moral principles and work with proffessionalism.

SKILLS

Commucation Skills

Well developed comunication skills with the ability to provide clear verbal and writteninstructions with active listening skills.

Customer Service Skills

I have brillant customer srvice skills and can relate courteously and efficiently by providing quality service though listning to feedback and thriving to give the best to achieve customer satisfaction.

Leadership skills

I have proven ability to lead, train and manage the opreaions team to deliver a culture that supports and contributes to the stratergic objectives of the organization and meet approved service standards

Organization Skills

A highly organised individual who approaches all work methodically and professionally.

Analytical Skills

Ability to analyse, assess and cacculate the risks involved and find solutions by using logical reasoning.

Decision making and problem solving skills

Iam able to find timely and well considered and logical decisions and problems, situations that may arise and find approprate solution.

Interpersonal and team work Skills

Relates and works very well with people from different cultures and background. I posess excellent teamwork skills,which have enabled me establish and maintain effective working relations.

WORK EXPERIENCE

TO DATE: VOLUNTEER

EXCECUTIVE ASSISTANT

ROYAL WOMENS GROUP

ROLES AND RESPONSIBILITIES

Contribute to knowlegde building and knowledge sharing among the women.

Providing administrative support for effective management

Share knowledge and experience related to administrative operations.

Manage data, documents,reports, financial reports.

Organise meetings and preapare minutes and summaries

Facilitate flow of information and respond to inquiries for action and response.

EMIRATES AIRLINES

15th March- 2008

Customer Service Agent

Assisting with reservations and ticketing: Helping passengers book flights, issue tickets, make changes to existing reservations, and provide information on fares, flight schedules, and available services.

Handling check-in and boarding processes: Assisting passengers with check-in procedures, verifying travel documents, assigning seats, and providing boarding passes.

Baggage services: Assisting passengers with their baggage, including checking the weight and size of bags, tagging and routing luggage correctly, and resolving any mishandled or missing baggage issues.

Providing flight information and updates: Answering inquiries related to flight delays, cancellations, gate changes, and other operational update

Assisting with special needs and requests

Resolving customer complaints and issues: Resolving problems promptly and efficiently, and escalating issues as needed to higher management.

Providing general assistance and information: Assisting passengers with general inquiries, such as airport facilities.

Collaborating with other departments: Coordinating with various departments within the airline, including ground operations, security, and cabin crew, to ensure smooth operations and seamless passenger experiences.

Maintaining accurate records: Recording passenger interactions, incidents, and complaints in the airline's customer service systems.

Upholding safety and security: Adhering to safety regulations and security protocols at all times.

2nd April-2012- September 20

ADMINISTRATIVE DUTIES

Scheduling and calendar management: organizing and managing appointments, meetings, and events efficiently.

Correspondence and communication: Handling email, phone calls, and other forms of communication, including drafting and proofreading correspondence.

Data entry and record keeping: Proficiency in maintaining accurate and up-to-date records, databases, and files.

Office supply management: Experience in monitoring inventory levels, ordering supplies, and ensuring the availability of necessary materials.

Travel coordination Making travel arrangements, including booking flights, hotels, and transportation, and preparing itineraries.

Meeting coordination and support: organizing meetings, preparing agendas, taking minutes, and following up on action items.

Document preparation: Formatting and editing documents, creating reports and presentations, and maintaining document templates.

Reception and customer service: Meet and greet visitors, handling inquiries, and provide assistance in a professional and courteous manner.

Filing and document management: Organizing and maintaining physical and digital filing systems.

Budget tracking and expense management: Proficiency in monitoring expenses, preparing financial reports, and assisting with budget management.

SUPERVISORY DUTIES

Team management: Leading, training, and supervising a team of customer service agents or other staff members.

Shift coordination: Creating and managing work schedules to ensure adequate coverage during peak hours and optimizing staffing levels.

Performance evaluation: Conducting regular performance evaluations for team members, setting goals, and providing constructive feedback.

Training and onboarding: Overseeing the training and onboarding process for new hires.

Problem-solving and conflict resolution: Addressing employee conflicts, performance issues, and customer complaints.

Quality assurance: Monitoring and ensuring adherence to established customer service standards and procedures.

Communication and coordination: Facilitating effective communication between team members, other departments, and management.

Operational efficiency: Identifying opportunities to streamline processes and improve efficiency within the customer service department.

Performance metrics and reporting: Tracking and analyzing key performance indicators (KPIs) to assess the team's performance and departmental goals.

Safety and compliance: Ensuring compliance with safety regulations, security protocols, and industry standards.

1st March 2002- 1st march 2006

Administrative responsibilities.

NAIROBI SAFARI CLUB

May- August 1999

Front office department

Receptionist

Guest Relations Officer

EDUCATION

JUN-DEC 2000 - Higher diploma in Marketing management

Kenya Institute of Management

JAN-JUN 2000 - Diploma in Marketing Management

Kenya Institute of Management

JUN- DEC 1999 - Advanced Certificate in Marketing

Kenya institute of Management

JAN-JUN 1999 -Advanced certificate in Business Administration

Kenya Institute of Management

ADDITIONAL SKILLS

Project Management

Data Analytics

MS office Applications

Microsoft 365

HOBBIES

Volunteering, Travelling, Reading, Networking and community work

Rami El Samra

Vice President Business Support, Emirates Airlines Dubai UAE

Telephone no: 009****-***-***

Email: ****.*******@********.***

Marrietta Nzomo

Client Service Manager, Standard Chartered Bank

Telephone no: +254-***-***-***

Email: *************@*****.***

Grace Watsulu

Customer Service Executive, Kenya Aerotech Mombasa

Telephone no: +254-***-***-***

Email: ********.*******@*****.***

Contact this candidate