Airline Sales Customer Service

CHRISTINE MUKHWANA OPILO

ADDRESS: P.O. BOX 190**-***** NAIROBI, KENYA

PHONE: +254[0]721806389

EMAIL: **************@*****.***

PERSONAL INFORMATION

MARITAL STATUS: Married

NATIONALITY: Kenyan

DATE OF BIRTH: 30th August 1981

RELIGION: Christian

LANGUAGES: English, Kiswahili

ACADEMIC QUALIFICATIONS

Nov 2008-Jan-2009: KENYA AIRWAYS PRIDE CENTER (DIPLOMA IN SALES AND AIR TICKETING)

APRIL 2010: KENYA AIWAYS PRIDE CENTER (AVIATION SECURITY) AUGUST 2010: KENYA AIRWAYS PRIDE CENTER (CERTIFICATE IN AVIATION CUSTOMER SERVICE (BULLET PROOF).

MARCH 2013: KENYA AIRWAYS PRIDE CENTER (SOCIAL MEDIA OPERATIONS)\ TICKET REVENUE RECONCILLATION/REFUND TABULATION.

OCT 2006 – MAR 2007: KENYAN COLLEGE [Nairobi) Diploma in Telephone / Reception Operations

1997 - 2000: LUGULU GIRLS HIGH SCHOOL [BUNGOMA, KENYA] Successfully completed ‘O’ level studies with an overall mean grade of B Minus in the Kenya Certificate of Secondary Education

[KCSE]

1988 -1996: Fr. WASTRA ACADEMY [BUNGOMA, KENYA]

Successfully completed primary studies and sat for Kenya Certificate of Primary Education [KCPE].

WORK EXPERIENCE

KENYA AIRWAYS [NAIROBI, KENYA]

COMMERCIAL DEPARTMENT

Position: Contact Center Agent Duration: April 2007 - Current Key Responsibilities:

Handling all local and international inquiries, e-mails, chats and phone calls

Generating of revenue through airline Sales and Ticketing

Handling flight cancellations and delays

Handling social me inquiries and complaint management.

Refunding passenger tickets and responding to refund inquiry emails.

Ticket issuance through M-pesa portal, and DPO portal.

Responding to inquires channeled through the Kenya airways and call center emails.

Handling both local and international complaint inquiries.

Issuing frequent flyer refund requests.

Issuing Plus upgraded bided tickets and ancillary services.

Assigning duties related to flight cancellations and delays.

Handling the duty mobile phone, staff travel phone, and international; chat phone.

Being in charge of overall office operations in case of absence of the team leaders.

Championing back office projects like mode and forms of ticket payment.

Training of new staff

Loading flight offers and new products on our social media pages.

Working as a Kenya Airways receptionist/administrative assistant to the different departmental personal assistants.

Heading the back office team as the senior sales and ticketing executive. Skills Learned:

Handling people of diverse cultures

Airline call center operations

Airline customer service

Handling supervisory roles when delegated upon

Managing and participating in call centre projects

Training of new staff and introducing them to products. EUROCRAFT AGENCIES LTD [NAIROBI, KENYA]

RAMP OPERATIONS

Position: Aircraft Cabin Cleaner Duration: April 2004 – December 2005 Key Responsibilities:

Cleaning the exterior and interior cabin of aircraft, and ramp area

Handling of clerical files

Assisting passengers to and from the aircraft

Skills Learned:

Discerning different makes of aircrafts

Working within timelines

Airport check-in and boarding procedures

Working under nil supervision

Working under pressure and job multitasking.

Empathizing with guests and serving them to certification.

Handling guest’s complaints and resolving their issues.

Serving with an open mind without judgment or bias.

Handling clients of different diversity with different cultures and beliefs.

I have learned to listen more and assist more, but talk only when necessary.

Maintaining repeat business through giving the best to my clients. TOTAL PETROL STATION, MOMBASA ROAD [NAIROBI, KENYA] ACCOUNTS

Position: Cashier Duration: March – December 2002

Key responsibilities:

Handling all cash transactions by the till counter Skills Learned:

Customer service

MERITS ACHIEVED

KENYA AIRWAYS

July 2018 Attended Amadeus Reservations and Ticketing Web Training[ARD WEB]

May 2017 Attended Direct Sales and Servicing Training, by KLM

28th July -5th Aug 2016 Attended Altea Reservation and Emd Initial Training

21st – 27th July 2016 Attended Basic Fares and Ticketing Training

8th – 9th September 2014 Participated in Living The Brand Training

6th -19th April 2010 Attended Altea Reservations and Ticketing Training

24th June 2009 Attended Aviation Security ‘Threat Assessment’ Course

2008 Attended Bullet Proof Training

REFEREES

Linet Amondi Onyango

P.O Box 190**-*****,

Nairobi, Kenya.

+254[0]728873904

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

Esther Kandie

P.O Box 190**-*****

Nairobi, Kenya.

+254[0]722292255

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

Mrs Lucy Mwasi

P.O Box 4881-00100

Nairobi, Kenya.

+254[0]722714641

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