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 Managementundefined
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
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