Customer Service Representative
Resume:
CUSTOMER SERVICE REPRESENTATIVE
CYNTHIA ACHIENG OKOTH
*****************@*****.***
Mombasa, Kenya
PROFESSIONAL PROFILE
Dynamic Customer Service Representative with three years of extensive experience in the travel and hospitality sectors, dedicated to delivering exceptional customer experiences. Expertise in managing booking systems and resolving inquiries with efficiency and professionalism. Committed to fostering positive relationships through empathetic communication and a proactive approach to problem-solving. Thrives in high-pressure environments, consistently prioritizing customer satisfaction while adapting to changing needs. Strong values of accountability and respect underpin every interaction, ensuring a welcoming and efficient service atmosphere.
KEY SKILLS
Effective Time Management
Ability to Multitask
Microsoft Office and Excel
Ability to Work in a Team
Customer Service
Booking Systems Management
Problem Solving
Communication Skills
Professionalism
Conflict Resolution
Time Management
Attention to Detail
Ability to Work Under Pressure
WORK EXPERIENCE
Customer Service Assistant
Pioneer Travels and Homes– Mombasa,Nyali
July 2023 – May 2025
Handled walk-in clients at the counter with professionalism and a customer-first mindset.
Delivered exceptional customer service in fast-paced travel and hospitality environment.
Managed booking systems efficiently, ensuring accuracy and timely updates.
Resolved customer inquiries with professionalism, enhancing overall satisfaction.
Fostered positive relationships through empathetic communication and proactive problem-solving.
Collaborated with team members to streamline processes and improve service delivery.
Front Office Assistant
Glory Holiday Resort– Mombasa,Nyali
April 2022 – June 2023
Maintained a tidy, welcoming front office and organized brochures and materials.
Delivered exceptional customer service in fast-paced front office environment.
Managed booking systems and coordinated reservations efficiently.
Resolved customer inquiries and complaints with professionalism and promptness.
Maintained accurate records and ensured compliance with company policies.
Collaborated with team members to enhance service delivery and guest satisfaction.
Customer Support
Acharya Travel Agencies Limited– Nairobi,Moi Avenue
July 2021 – February 2022
Managed customer inquiries and provided timely resolutions, enhancing overall customer satisfaction.
Coordinated booking systems management, ensuring accuracy and efficiency in reservations.
Developed and maintained strong customer relationships through proactive communication and follow-ups.
Collaborated with team members to streamline processes and improve service delivery.
Trained new staff on customer service protocols and booking systems, fostering a knowledgeable team.
EDUCATION
Bachelor of Science in Electronics
South Eastern Kenya University
September 2019 – Expected Graduation: October 2025
LANGUAGES
Kiswahili – Native
English – Fluent
German – Intermediate
REFEREES
1. Ms. Stacy Ouma
Supervisor – Pioneer Travels and Homes
2. Ms. Caroline Bwire
Front Office Manager – Glory Holiday Resort
3. Mr. Denilson Yoosi
Reservations Officer – Acharya Travel Agencies Limited
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