Judith Mutoni
Bedford,Texas
Summary
Customer-oriented Reservation Agent with over 10 years of experience in a customer oriented industry. Hardworking with excellent telephone sales skills. Works to answer all guests questions via phone or email to reach positive outcomes.
Overview
12
12
years of professional experience
Work History
Travel Clerk/Expediter
U.S Embassy,Rwanda
06.2022 - 08.2023
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Managed online booking inquiries and worked with the travel management center throughout entire booking cycle to ensure timely delivery of client's reservations.
- Reviewed on monthly basis sales reports for all issued tickets.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of contracted hotel products, services, and facilities.
- Engaged customers to find amiable and appropriate solutions for local transportation within Rwanda.
Help Desk Supervisor
Rwandair Limited
01.2020 - 06.2022
- Used ticketing systems to manage and process support actions and requests.
- Recruited, trained and supported help desk technicians and representatives.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed help desk consisting of 2 employees and conducted performance evaluations.
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
Systems Support Analyst
Rwandair Limited
10.2014 - 12.2019
- Decreased engineering and IT costs by over $100000 by streamlining processes, tasks and resources.
- Created preventive action requests to reduce recurring outages, decreasing outages.
- Maintained and updated troubleshooting documentation to keep employees up to speed.
- Used remote access software for connectivity purposes.
Travel Desk Executive
Rwandair
10.2012 - 10.2014
- Facilitated staff with obtaining discounted tickets from other partner Airlines
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Managed online email inquiries and assisted customers and travel partners with obtaining tickets on Rwandair.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Trained Staff to use MYID travel system to obtain tickets on partner Airlines.
Call Center Agent
Rwandair
09.2011 - 10.2012
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about the Airline products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
MBA - Project Management
Mount Kenya University, Rwanda
Kigali,Rwanda08.2021
Bachelor of Science - Computer And Information Sciences
University of Rwanda, College of Sci And Tech
Kigali,Rwanda08.2014
High School Diploma -
St.Lawrence Schools And Colleges,Paris Palais
Kampala,Uganda12.2008
Skills
- Detail Oriented
- Issue Resolution
- Payment Processing
- Knowledge of Computer Reservation Software ie Gabriel and Amadeus
- Accommodation Planning
- Customer Documentation Review
Timeline
Travel Clerk/Expediter
U.S Embassy,Rwanda
06.2022 - 08.2023
Help Desk Supervisor
Rwandair Limited
01.2020 - 06.2022
Systems Support Analyst
Rwandair Limited
10.2014 - 12.2019
Travel Desk Executive
Rwandair
10.2012 - 10.2014
Call Center Agent
Rwandair
09.2011 - 10.2012
MBA - Project Management
Mount Kenya University, Rwanda
Bachelor of Science - Computer And Information Sciences
University of Rwanda, College of Sci And Tech
High School Diploma -
St.Lawrence Schools And Colleges,Paris Palais
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