Customer Service Leader with Sales & CRM Expertise

GEORGINAH KUTSWA

TEL:+254*********

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

PROFESSIONAL SUMMARY

Customer service team leader with proven experience in managing teams, resolving customer concerns, and delivering excellent service in fast-paced environment. Skilled in communication, problem-solving, and customer relationship management.

Ready to give full service to the organization and help it attain its objectives and goals. I'm keen to put my skills in organization therefore leveraging to bring better aspect of efficiency and productivity.

KEY SKILLS

Customer service excellence

Team leading and supervision

Strong communication skills

Problem solving and conflict resolution

Complaint handling and escalation management

Time management and multitasking

CRM usage

Negotiation and closing deals

Sales target achievement

After sale support and achievement

EMPLOYMENT EXPERIENCE

General sales and business roles 02/04/26 to Date

Skilled in lead client relationship management, negotiation and closing deals. Experienced in using CRM tools such as Zoho to track customer interactions, follow up on leads and improve sales conversion while ensuring excellent customer service.

Passenger Services Agent and Flight Controller, Menzies Aviation 25/03/24to25/03/26

Check in passengers to their various destinations

Profile passengers and ensure they have the correct documentation for their travel Pre-edit flights in preparation for operations

Conduct preflight briefings and ensure the team is ready for the task ahead Submitting post flight reports

Passenger Services Agent Swissport Kenya Limited 2019 to 20/03124

Check in passengers to their various destinations

Profile passengers and ensure they have the correct documentation for their travel

Waitress/hostess and cashier at Heavenly Foods Restaurant May 2018

Welcoming guests at the entrance

Leading them to their seats and ensuring they are comfortable

Take orders and serve food to the guests

Delivering the 2min service to ensure customer satisfaction

Integrating customers' feedback

Upsell when appropriate

Tour guide at Karen Blixen Museum Oct 2017 to Jan 2018

Providing information about exhibits and museum policies to visitors.

Greeting visitors at the entrance and providing general information about the museum and its programs.

Conducting tours of the museum or exhibits area, providing information about the collection and answering questions asked about the museum.

Research Solutions Africa Apr 2016 to May 2016

Conducted telephone interviews to obtain information about their experiences using a product or service.

Collecting data that can be used to measure public opinion.

Secretary at Rabadia Home Service Oct 2013 to Feb 2014

Provide general secretarial support and administrative support to the executive

Bookkeeping, banking and financial records of employees

Completion of KRA tax returns

Attaché at Ministry of tourism Jul 2012 to Sep 2012

Statistics and product development promotions

EDUCATION

2016-2017 Moi University, Nairobi Campus

Diploma in tourism management

2011-2013 Zetech University

Certificate in tourism management

2002-2010 Shiners Girls High School

Kenya Certificate of Secondary Education

1998-2006 Drive-In Primary School

Kenya Certificate of Primary Education

Training

ASConnect system

CM Supervisory

Baggage Services

PRM Handling

Customer Service

Departure Control System (ALTEA)

REFEREES

1.Ms. Siyama Said

Duty Officer, Passenger Services, Menzies Aviation

Tel: +254-***-***-***

2.Edwin Musungu

Head of cargo service, Swissport <enya Ltd.

Tel:+254-***-***-***

3.Madam Eunice

Manager,Mambo Italia Restaurant

Tel:+254-***-***-***

Contact this candidate