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Results-oriented Customer service Professional who excels at uncovering customer needs, finding solutions and handling objections. Top performer with a consistent track recorder of meeting and exceeding goals.

Nationality :Kenyan

Current Location :Doha, Qatar

D.O.B :07/03/1989

Marital status :Married

Visa status :Work Visa/ with NOC

C: +974 – 77488195 H: 33381552 adegfh@r.postjobfree.com PROFILE SYNOPSIS

SKILLS

Administration

Excellent work ethic

Call select communication system

Quality assurance

Team building expertise

Detail-oriented

Negotiation

Goal-oriented

Customer relations

Talent multi-tasker

Customer needs assessment

Customer-oriented

CAREER PROGRESSION

Administration Dec. 2019 – June 2020

Qatar Airways - Doha, Qatar

o Receiving and issuing internal memos and any other formal letters required to the staff. o Kept track and followed up to all staff to acknowledge the internal memos. o Attended all internal calls and emails for all staff related enquiries o Coordinated and kept full update to the management on the issued memos. o Preparing of all documents for the staff for renewal of the Qatar ID and Airport passes o Coordinating and follow up with medicals for the new joiners o Coordinating all the departments trainings

o Publishing new rosters and monthly KPI.

o Briefing all the new joiners about the company as well as the proper grooming procedures Customer Service

Qatar Airways - Doha, Qatar

July 2012 - Nov. 2019

o Owns passengers queries and complaints and resolves in a timely manner o Provides passengers further flight information as well as handling lounge check-in at the reception

o Providing guidance and all other assistance required to the less mobility passengers during their stay in the Lounge.

o Keeping full track and sending reports to other Airlines. o Reviewing and answering both calls and emails enquiries o Greeting and welcoming passengers in the lounge

o Coordinating weekly meetings for the staff.

o Daily alcohol report tracking.

CAROLINE NJOKI

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Receptionist/ Admin Jan 2011 – June 2012

Brijinda Tours & Travel Agency and Car Rental Services - Nairobi, Kenya o Supported marketing team to do advertisements on social media (Facebook, Instagram) that created awareness of our brand and services to the market. o Prepared and submitted daily in-coming calls report to the sales manager o System data entry, thus Inquiries and reports efficiently with a 100% accuracy rate o Prepared quotations and invoices accurately and submitted on timely manner. o Prepare and issued internal memos and any other formal letter required internally. o Helped in keeping files and data collection, storing and organizing office work to be up to date.

o Provided direct “ hands on” sales support (quality lead generation and effective follow up) to generate and convert quality leads into sales;

o Owned client’s queries and complaints around product service and resolved in a timely manner.

Waitress/ Customer Service Jan. 2009 - Dec. 2010

Safari Park Hotel - Nairobi, Kenya

o Owned client’s queries and complaints around product service and resolved in a timely manner.

o Gained experience in hotel bookings and reservations o Coordinated hotel events and tourists safari

o Gained experience in keeping files and data collection, storing and organizing the lobby area o Reviewed and answered both calls and email enquiries o Greeted and welcomed guests walk in the lobby providing them any assistance required EDUCATION BACKGROUND

Completed Diploma Certificate in Cabin Crew. Nairobi Aviation - (2010) Completed Kenya Certificate of Secondary Education - (2008) Completed Kenya certificate of Primary Education - (2004) OBJECTIVES

o To obtain a challenging position in a high quality environment where my resourceful experience and academic skills will add value to the organization/ Department. o To continue my career with an organization/ department that will utilize my MANAGEMENT, CUSTOMER RELATION & ADMINISTRATIVE skills to benefit mutual growth and success. o To secure a position with a stable and profitable organization, where I can be a member of a team and utilize my experience and academic skills to the fullest. TRAINING CERTIFICATES ACHIEVED

o Highfield level 2 Award in food safety &catering (RQF) - 2018 o Dangerous Goods Cat-09 - 2018

o Q Promise - 2017

o Passenger Handling Course - 2017

o Emergency and Humanitarian Response - 2017

o Profiling unruly and disruptive passengers – 2016 o Food Safety Awareness -2015

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o Food and Safety Hygiene - 2014

o Handling Passengers with reduced Mobility - 2014 o Service Excellence Workshop - 2013

o Qatar International Safety Center - 2013

o Basic Airside Safety Awareness – 2012

REFERENCES

Available Upon Request

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