Summary
Overview
Work History
Education
Skills
Languages
Timeline
Hi, I’m

Crystal Wambugu

Overland Park,KS

Summary

Insightful and dedicated Travel Agent with exceptional customer service, time management and problem-solving abilities. Multilingual and extensively traveled with a focus on building long-lasting relationships to drive sales. Performance-focused professional with an articulate and collaborative nature. Seeking a new role in a dynamic agency environment with room for growth and career advancement.

Overview

6
years of professional experience

Work History

I-Move Tours and Travel
Nairobi, Kenya

Travel Consultant
12.2018 - 07.2021

Job overview

  • Provided customers with detailed information about travel destinations and packages.
  • Developed customized travel plans to meet customer needs and preferences.
  • Created itineraries for customers, including flight bookings, car rentals and hotel reservations.
  • Assisted customers in making changes to existing itineraries or canceling trips.
  • Resolved any issues related to travel plans and services.
  • Responded promptly to customer inquiries via phone, email or in-person contact.
  • Collaborated with airlines, hotels and other vendors to ensure best rates for customers' trips.
  • Maintained an up-to-date knowledge of industry trends, seasonal promotions and available products.
  • Processed payments from customers using a variety of methods such as credit cards, cash or checks.
  • Generated reports on sales performance metrics based on daily, weekly, monthly data analysis.
  • Tracked customer satisfaction ratings through surveys and feedback forms.
  • Monitored competitors' prices and offerings to maintain competitive edge in the market.
  • Advised clients on foreign currency exchange rate fluctuations when booking international trips.
  • Organized promotional activities such as roadshows, seminars and workshops.
  • Ensured compliance with company policies regarding safety regulations while planning trips.
  • Conducted research on new destinations and attractions to expand product portfolio.
  • Verified accuracy of all documents related to customer's trip before issuing tickets.
  • Managed customer complaints effectively according to established procedures.
  • Participated in trade shows and networking events to promote company services.
  • Analyzed airline rules, regulations and tariffs and discussed international fare construction and visa and passport requirements with clients.
  • Used company tools and systems to complete requests.
  • Searched and confirmed travel reservations for customers.
  • Reserved hotel rooms for business travelers based on individual preferences, schedules and budgets.
  • Helped clients achieve lowest fairs fares and minimize risks of penalties.
  • Responded promptly to clients regarding visa, passport and security inquiries.
  • Reviewed team sales, itineraries and packages to verify compliance with travel regulations and internal policies.
  • Communicated travel policies to clients and collaborated with preferred vendors to maximize company profit.
  • Maintained updated knowledge of airline regulatory requirements and industry standards for client support.
  • Processed credit and debit payments and handled confidential information with discretion.
  • Explained benefits of purchasing travel insurance with clients.
  • Prepared itineraries to deliver travel arrangements to clients.
  • Used successful consultative strategies to close new package sales.
  • Updated corporate traveler profiles with current information for optimal recordkeeping.
  • Addressed client inquiries and resolved issues and complaints regarding various travel arrangements.
  • Responded immediately to clients' questions, issues and complaints and found effective solutions when required.
  • Handled travel arrangements for groups, couples, executives and special needs clients.
  • Helped clients purchase flight tickets, arrange car rentals and locate other forms of transportation.
  • Participated in travel seminars and remained up-to-date on market trends.
  • Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.
  • Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.
  • Followed up with clients to notify of specials and offer assistance with future travel plans.
  • Utilized promotional materials and discounts to sell trip packages to clients.
  • Anticipated potential schedule conflicts and made alternate arrangements and reservations.

Jacaranda Hotel
Nairobi, Kenya

Front Desk Receptionist
05.2015 - 09.2015

Job overview

  • Greeted customers warmly and made them feel welcome.
  • Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
  • Assisted with scheduling appointments for clients and visitors.
  • Processed payments from customers using a variety of payment methods including credit cards, checks and money orders.
  • Verified identity documents for new customers before opening accounts in accordance with company policies.
  • Coordinated travel arrangements for employees and visitors when required.
  • Prepared conference rooms prior to meetings by arranging furniture layout, setting up audio-visual equipment and ensuring refreshments are available if required.
  • Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
  • Resolved any customer complaints or issues in a timely fashion following established protocols.
  • Received incoming calls and coordinated with staff to fulfill customer requests.
  • Greeted visitors to provide information and direct to appropriate personnel.

Education

Park University
Kansas City, MO

MBA from Business Administration
05.2024

University Overview

Kenyatta University
Nairobi, Kenya

Bachelor of Arts from Hospitality And Tourism Management
12.2019

University Overview

P.C.E.A Kimuka Girls
Kajiado, Kenya

from Highschool Diploma
03.2012

University Overview

Skills

  • Documentation Preparation
  • Hotel Accommodations
  • Special Needs Travelers
  • Executive Travel

Languages

Swahili
Native/ Bilingual

Timeline

Travel Consultant
I-Move Tours and Travel
12.2018 - 07.2021
Front Desk Receptionist
Jacaranda Hotel
05.2015 - 09.2015
Park University
MBA from Business Administration
Kenyatta University
Bachelor of Arts from Hospitality And Tourism Management
P.C.E.A Kimuka Girls
from Highschool Diploma

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Crystal Wambugu