MERCY THIONG'O
DOHA
Summary
Dedicated manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Qualified with more than 6 years experience in handling customer relation management with top-notch qualities.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Customer Service Specialist
QATARAIRWAYS
DOHA
04.2022 - Current
- Respond to customer queries over the telephone, email, fax, web chat, social media
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Sell, up-sell and cross-sell company's products and services to the customer
- Complete fraud prevention checks
- Make outbound calls to customers to provide information as and when it is required
- Maintain and generate reports as required
Customer Service Agent
Mzima Africa Travels
NAIROBI
06.2019 - 03.2022
- Understanding clients’ needs and advising them appropriately on the choice of destinations, accommodation, as well as the cost based on the season of travel.
- Managing tour operation from initial inquiry through to client departure, ensuring smooth operations and follow-up on feedback after the trip.
- Creating good relationships with suppliers, requesting and negotiating for good contract rates from hotels, car hire companies, and sightseeing attractions.
- Receiving and responding to all clients/ Tour agents' inquiries/booking requests within 24 hours and ensuring the quotations are competitive with inclusions, exclusions.
- Opening files and invoicing for all confirmed tours with booking vouchers.
- Reaching out and doing follow up to customers to get their feedback after the trip.
Travel Agent Assistant
Pollmans Tours and Safari
NAIROBI
10.2017 - 05.2019
- Reservations of Hotels, Flights, and Excursions
- Meet and Greet Services.
- Call control center making calls, responding to emails, website and social media interactions.
- Tour costing and making suitable itineraries that suit the client's interest
- Fleet management
Education
DIPLOMA - TRAVEL AND TOURISM MANAGEMENT
KENYA UTALII COLLEGE
Nairobi, Kenya 05.2014 - 05.2017
Certificate - Computer Software Skills
PROFESSIONAL COMPUTER COLLEGE
Nairobi, Kenya 01.2014 - 03.2014
High School -
NAROMORU GIRLS HIGH SCHOOL
Kenya 02.2013 - 11.2013
Primary School -
Mary Immaculate
Kenya 01.2005 - 11.2005
Skills
Reservation Management
Customer Relations
Excellent written and oral communication
Telephone etiquette
Complaint resolution
Sales expertise
Money handling abilities
Creative problem solving
Administrative support
Certification
Certificate in Volunteer programs
Timeline
Customer Service Specialist
QATARAIRWAYS
04.2022 - Current
Customer Service Agent
Mzima Africa Travels
06.2019 - 03.2022
Travel Agent Assistant
Pollmans Tours and Safari
10.2017 - 05.2019
DIPLOMA - TRAVEL AND TOURISM MANAGEMENT
KENYA UTALII COLLEGE
05.2014 - 05.2017
Certificate - Computer Software Skills
PROFESSIONAL COMPUTER COLLEGE
01.2014 - 03.2014
High School -
NAROMORU GIRLS HIGH SCHOOL
02.2013 - 11.2013
Primary School -
Mary Immaculate
01.2005 - 11.2005