Sabre
Hi, I’m
JACKLINE MUGUKU
CUSTOMER SERVICE AGENT
Doha,DA
Summary
Guest-Oriented Agent with years of experience in Customer Experience. Hardworking, proficient in effectively managing daily operational tasks to exceed customers expectations. Ability to handle different airlines with different policies and software systems with high degree of accuracy
Overview
6
years of professional experience
Work History
Compass Group
Airport Customer Service Agent
08.2022 - Current
Job overview
- Handling disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Assisting customers with special needs, offering personalized support throughout their travel experience.
- Continuously updating knowledge of airline policies regarding luggage weight limits, upgrade fees, seating assignments-helping customers make informed decisions.
- Coordinating wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
- Resolving customer complaints and concerns professionally, resulting in increased customer loyalty.
- Enhancing customer satisfaction by providing timely and accurate flight information.
- Providing assistance during emergency situations following established protocols to ensure passenger safety.
- Ensuring passenger safety by strictly adhering to all airport security protocols and procedures.
- Receiving positive feedback from management for meeting and exceeding performance goals in terms of customer satisfaction and efficiency.
- Supporting colleagues during peak hours by taking on additional tasks when needed.
- Collaborating with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Maintaining a clean work environment by keeping the counter area tidy and well-organized at all times.
- Facilitating the boarding process for passengers, maintaining an organized and efficient environment.
- Assisting passengers with check-in processes, ensuring a smooth and efficient experience.
- Providing high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Compass Group
Administrative Assistant
12.2017 - 11.2020
Job overview
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Scheduled office meetings and client appointments for staff teams.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Assisted coworkers and staff members with special tasks on daily basis.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail.
Education
Institute Of Commercial ManagementNairobi
from Professional Techniques In Tour Operation
02.2017
Airtravel And Related Studies CentreKenya
from Airline Cabin Crew Training
12.2016
Air Travel And Related Studies CenterKenya
from Managing Travel Business
09.2016
IATA Training & Development InstituteKenya
from Travel And Tourism Consultant
04.2001
Air Travel And Related Studies CenterKenya
from Foundation in Travel And Tourism
09.2015
Skills
Effective problem solving
Time management
Flexible Work Schedule
Passenger Assistance
Exceptional communication
Airport security awareness
Airline Policies Knowledge
Different System Knowledge eg Altea, Sabre, Go Now, Angel Lite
Travel documentation verification
Strong multitasking
Adaptability
Software
Altea
Go Now
Angel Lite
Timeline
Airport Customer Service Agent
Compass Group
08.2022 - Current
Administrative Assistant
Compass Group
12.2017 - 11.2020
IATA Training & Development Institute
from Travel And Tourism Consultant
04.2001
Institute Of Commercial Management
from Professional Techniques In Tour Operation
Airtravel And Related Studies Centre
from Airline Cabin Crew Training
Air Travel And Related Studies Center
from Managing Travel Business
Air Travel And Related Studies Center
from Foundation in Travel And Tourism