JOYCE NGUGI
Overland Park,KS
If the doors of perception were cleaned, everything would appear to man as it is: infinite.
William Blake
Summary
With over nine years of experience in customer service and sales, I am a passionate and results-oriented professional who thrives in challenging and dynamic environments. I worked as an Operations Representative at TLScontact, where I manage the daily operations of the visa application center and ensure the highest standards of quality and compliance. In my previous roles, I have demonstrated my skills in communication, customer relationship management, and team leadership, as well as my ability to handle complex and diverse situations with professionalism and empathy. I have successfully increased customer retention, satisfaction, and loyalty, as well as generated new business opportunities and revenue streams. I enjoy working with people from different backgrounds and cultures, and I am always eager to learn and grow. My goal is to contribute to the success and growth of TLScontact and its clients, by delivering exceptional service and value.
Overview
13
13
years of professional experience
1
1
Certificate
Work History
Operations Representative
TLScontact
07.2022 - 01.2025
- Resolved complex problems utilizing critical thinking skills innovative approaches ultimately driving positive outcomes.
- Managed daily operations for optimal productivity, ensuring timely completion of tasks.
- Maintained accurate records of operations activity, enabling data-driven decisionmaking.
- Developed strong relationships with clients, vendors, and team members for seamless collaboration and successful outcomes.
- Evaluated operational risks proactively mitigating potential issues through thorough analysis contingency planning.
- Delegated work and coordinated staff members' daily responsibilities.
- Enhanced team productivity by providing ongoing training, guidance, and support.
- Enhanced efficiency by streamlining operational processes.
- Facilitated communication across teams to ensure seamless operations.
- Improved workflow with accurate data entry and documentation.
- Handled customer inquiries for enhanced service delivery.
- Managed daily tasks to support operational objectives.
- Executed daily operations to ensure smooth business functions.
- Enhanced operational accuracy by conducting regular audits.
- Assisted in process improvements for increased productivity.
- Supported team members to achieve operational goals.
Customer Service Team Lead
Thalia Psychotherapy
04.2021 - 04.2022
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
- Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
- Took cash and credit card payments via phone, in person, and through email.
- Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service Team Lead role effectively.
- Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
Passenger Service Representative
Qatar Airways
11.2017 - 04.2021
- Streamlined check-in processes for improved efficiency and reduced wait times.
- Increased on-time departures by closely monitoring passenger flow during boarding procedures.
- Processed visa and passport information accurately, ensuring all international travelers met entry requirements for their destinations.
- Collaborated with team members to manage gate operations effectively during peak periods.
- Actively participated in ongoing training sessions to stay current on industry trends and best practices in passenger services.
- Processed flight reservations efficiently, minimizing errors and delays in the system.
- Provided multilingual assistance when necessary, catering to diverse traveler needs and enhancing overall guest satisfaction levels.
- Contributed to positive work environment through effective communication and teamwork among colleagues.
- Handled luggage issues professionally, reuniting lost bags with their owners as quickly as possible.
- Maintained up-to-date knowledge of airport security regulations, ensuring compliance at all times.
- Assisted passengers with special needs, ensuring a comfortable and pleasant travel experience.
- Resolved customer complaints promptly, maintaining a high level of professionalism.
- Managed overbooking situations tactfully, offering alternative solutions to affected passengers.
- Demonstrated a strong commitment to safety by adhering to company policies and federal regulations at all times.
- Enhanced passenger satisfaction by providing timely and accurate flight information.
- Oversaw ticketing, gate and ramp services.
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
Passenger Service Officer
Kenya Airways
01.2012 - 04.2017
- Coordinated with ground crew to ensure timely aircraft turnaround, maintaining optimal efficiency in operations.
- Assisted in the development of new airport policies to improve overall passenger experience and streamline operational processes.
- Liaised with customs officials to facilitate smooth entry of passengers into the country after international flights.
- Maintained safety of all passengers during boarding and disembarkation processes, reducing potential risks or incidents.
- Collaborated with various airport departments to ensure seamless coordination of passenger services, ultimately enhancing customer satisfaction rates.
- Handled passport control duties efficiently, ensuring accurate documentation checks for international flights.
- Enhanced customer satisfaction by addressing passenger concerns and providing prompt resolutions.
- Monitored terminal areas for cleanliness, taking immediate action on any issues identified to maintain a high level of hygiene standards for passengers'' comfort.
- Ensured compliance with aviation regulations regarding passenger rights by staying current on industry developments.
- Implemented innovative solutions for common passenger complaints, resulting in reduced negative feedback rates over time.
- Escorted handicapped passengers from terminal to aircraft.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Trained new Passenger Service Officers on company procedures and best practices, fostering a strong team dynamic and improved performance.
- Collaborated with airline staff to maintain flight schedules and minimize delays for passengers.
- Monitored security and maintained operational protocols.
Education
No Degree - Passenger Services Certificate
12.2012
Skills
- Phone Etiquette
- Commercial Operation
- Office Operations
- Workload prioritization
- Multitasking
- Attention to detail
- Customer service
- Teamwork and collaboration
- Time management
- Task prioritization
- Decision-making
- Active listening
- Clerical support
- Analytical thinking
- Multitasking Abilities
- Relationship building
- CRM software
- Transfer coordination
- Team building
Certification
- Microsoft Office Specialist (MOS) Certification
Languages
English
Native or Bilingual
Swahili
Native or Bilingual
Interests
- Youth Development Programs
- Volunteer Travel
- Food Tourism
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- Backpacking and Hiking
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Historical Exploration
- Road Trips
- Train Travel
Timeline
Operations Representative - TLScontact
07.2022 - 01.2025
Customer Service Team Lead - Thalia Psychotherapy
04.2021 - 04.2022
Passenger Service Representative - Qatar Airways
11.2017 - 04.2021
Passenger Service Officer - Kenya Airways
01.2012 - 04.2017
Kenya Airways Pride Centre - No Degree, Passenger Services Certificate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Similar Profiles
Zeinab Muhammad IbrahimZeinab Muhammad Ibrahim
CSR Ambassador at TlscontactCSR Ambassador at Tlscontact
Davina Garnette L'IngenueDavina Garnette L'Ingenue
CENTER MANAGER at TLScontactCENTER MANAGER at TLScontact
Zohaib YounisZohaib Younis
Senior Software Engineer at TLScontactSenior Software Engineer at TLScontact