Customer service agent

GRACE NDUTA

P. O. Box *****-**** – *****, Nairobi

Tel: 077*******

Te; l0791387116

Email: adhic9@r.postjobfree.com

I am a passionate customer service and sales professional with experience in the airline industry in airline operations, hotel operations and customer service departments. I have track record of ensuring that the day-to-day on operations of activities run smoothly. I have a self assurance that enables goals to be achieved, and constantly looking to introduce new techniques, products and services in any institution that will meet the needs of different clients. I am looking for a role that will utilize my background and ensure that all objectives are achieved.

Education/Professional Qualifications

•Diploma in Foundation IATA Travel and Tourism, Kenya Airways, Pride Centre College, 2015

•Diploma in Consultant IATA Travel and Tourism, Kenya Airways, Pride Centre College 2016

•Certificate in Altea Reservation Ticketing system-Pride Centre- 2017

•Level A1 German language, Goethe Institute, 2016

•Proficient in Microsoft Suite, internet, Kenya Institute of Management (KIM), 2016

•KCSE(B-), 2009-2013

Key Skills, Competencies/attributes

•Ability to communicate presently, confidently, clearly and expressively, both orally and written

•Excellent sales and marketing skills, proven ability to bring huge number of clients which in turns brings high revenues

•Proven ability to establish and maintain long term relationships/ communications with clients, other firms, stakeholders and staff members

•Experienced at in accomplishing travel objectives by managing travel plans and organize tasks effectively

• In depth knowledge of coordinating activities in departments to ensure customer satisfaction

•Complete knowledge of different travel operational trends

•Ability to deal professionally but firmly with customers, unparalleled client relations skills especially in creating "special touches" and resolving client requests and concerns

•Strong analytical skills including trend analysis and the ability to develop innovative tactics to resolve problems

•Ability to use MS Office Suite, internet and email plus other computer software’s

PROFESSIONAL EXPERIENCE

Sales and Customer Support Agent

(Amadeus Reservation Booking System)

Kenya Airways Sales Offices and Contact Centre, April2017 – September 2020

Duties & Responsibilities

•Performing reservations and ticketing for passengers,

•Handling emails

•Handling refunds

•Handling social media platforms

•Handling cash payments from guests

•Handling baggage related enquiries

•Receiving incoming gusts and responding to customer enquiries

•Receiving incoming calls, redirecting calls to the right offices as per guest inquiries Handling of Mpesa payments

•Handling of card payment transactions, bank transfer.

•Handlin of United states and Europe market with all queries

•Handling of staff booking and staff payments

•Handling of travel agents from all markets within the companies network

Front Office Administrator

Pride Links, February 2016--January 2017

Duties &Responsibilities

Receiving outbound and inbound calls from guest in regards to our services

Recording sales and retrieving sales reports

Producing reports in regards to clientele list and office reports

Receiving incoming customers and directing them to the right office

Arranging meeting at the office

Handling social media platform and responding to clients

Ensuring the Admin front office area is well organized

Major Achievement s

Recognition and team player

Recognition as best in customer email handling

Recognition and appointed to go for United States market training and serve the Europe Usa desk.in February 2020

Interests/ Hobbies

•Networking

•Travelling

Referees;

Please feel free to contact the under-mentioned with regard to my competencies and work ethics;

Mercy Mose

Manager

Kenya airways

Contact +254*********

adhic9@r.postjobfree.com

Nicholas Baraza

Manager

Pride Links

Contact +254*********

adhic9@r.postjobfree.com

Josephine Opondo

Supervisor

Kenya airways

Contact +254*********

adhic9@r.postjobfree.com

Contact this candidate