NICHOLAS MUSAU
Summary
An accomplished and well-trained travel analyst in multiple gds systems and Travel bookings software and deeply understands the international Visas, health and border control requirements i.e Passport requirements, and with an extensive experience in providing quality services in any challenging environments by establishing and fostering relationships with both the external and internal customers needs' and promptly resolving any complaints.
I understand travel and i keep current and what i don't know i will find out.
Overview
21
21
years of professional experience
Work History
Customer Experience Coordinator
American Airlines, Fort Worth, Airport
01.2017 - Current
- This is now where i get to shine, with all extensive Travel experiences, i have gathered over the years.
- I get to work with a team of others tasked with customer service delivery as we make travel pleasant as much as possible, we are tasked with Ticketing, from the time you drop your heavy bags to the time you claim them at your destination, reservations and baggage services delivery to customers.
- Looked up orders, provided estimated arrival details and assisted with delivery logistics.
- Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs
Travel Planner
AAA The Auto Club Group
01.2016 - 09.2018
- Planned all kind of travel of customized travel .
- Cruises
- extensive International travel
- Domestic travel
- All-inclusive destination travels for destinations such as Mexico , Caribbean, Hawaii, Domestic US
- African safari travel planning.
- Arranged travel accommodations for groups, couples, executives and special needs clients.
- Responded to clients' questions, issues and complaints and implemented appropriate solutions.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
- Implemented automated office systems, optimizing client and data communications as well as records management.
- Developed process improvements and long-term business strategies through analysis of customer feedback.
- Discussed security issues and protocols with individuals traveling to highly insecure areas such as conflict zones and military deployment areas.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
International Travel Consultant
Delta Airlines
11.2013 - 08.2018
- Worked With the frontline teams as a supervisor to resolve difficult and hard travel situations and guided the course of action to take on case by case basis
- Resolving customers complaints and taking the necessary steps to resolve and win the business back
- Planned all kinds to travel extensively over the phone using multiple GDS systems, Amadeus, delta term, AXIS , Sabre by giving the best travel advise possible and suggested travel routes that would result in a higher customer satisfaction and thus increasing the profitability to the company.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Coordinated cruises, trains and flights based on cost and time of travel to enhance client experience and satisfaction.
- Interviewed and qualified clients to determine international travel and lodging needs and recommended points of interest to maximize travel experiences.
- Organized and maintained VIP traveler program with discounts and special deals.
- Kept network of international agents to simplify and streamline international bookings.
- Tracked unused customer tickets to exchange toward future trips and personal expenses.
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Collaborated with colleagues to implement best practices across department and exceed team goals.
- Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness.
- Maintained consistent record of completing projects in accordance with schedule and budget requirements.
- Helped senior managers make effective decisions based on current and accurate reporting.
- Monitored market trends and activities to maintain competitive rates and strategies, increasing net revenue.
- Developed process improvements and long-term business strategies through analysis of customer feedback.
- Discussed security issues and protocols with individuals traveling to highly insecure countries or areas.
- Coordinated cruises, trains and flights based on cost and time of travel to enhance client experience and satisfaction.
Travel Coordinator
Kenya Airways
10.2006 - 10.2013
- Managed the company's organizational sales by developing a business plan that covered sales, revenue, and expense controls
- Meeting planned sales goals by liaising with the appointed travel agents to drive revenues
- Worked with a team of account executives and kept them on task to keep their individual sales targets acceptable
- Was tasked with Tracking sales goals and reporting results as necessary
- Overseeing the activities and performance of the sales team.
- Identified and eliminated safety hazards and issues during travel.
- Set up domestic and international flights for staff and contractors.
- Continuously strengthened relationships with international partners through effective communication and active listening.
- Kept staff passports, visa information and other paperwork current and organized for easy access and use.
- Reviewed, input and paid invoices for travel-related services.
- Notified traveling personnel of constraints such as luggage limits and insurance requirements.
- Arranged hotel accommodations, cars or drivers and all related documentation.
- Maintained thorough and accurate records of transactions.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
Senior International Travel Consultant
Holiday bazaar Kenya
01.2003 - 10.2006
- Planning and selling transportations, accommodations, insurance and other travel services
- Cooperating with clients to determine their needs and advising them appropriate destination, modes of transportations, travel dates, costs and accommodations
- Providing relevant information, brochures and publications (guides, local customs, maps, regulations, events etc) to travelers
- Worked with airlines to agree on based net fares .
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Communicated with clients using email, phone and face-to-face interactions.
- Organized and maintained VIP traveler program with discounts and special deals.
- Kept network of international agents to simplify and streamline international bookings.
- Use travel agent and airlines software and systems to identify most cost-effective travel accommodations for clients.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
Corporate Travel Coordinator
Signatures safaris kenya
01.2002 - 11.2004
- Planning customized land tours and air charters to the local parks and game drives
- Planning airport transfers and hotel bookings
- Processing visa applications for clients
- Organizing car hire services.
- Kept manager informed of ongoing, unresolved travel issues.
- Assisted with meeting and event planning activities.
- Reserved airline, car and hotel tickets for employees.
- Educated employees on corporate travel policies and procedures.
- Researched and compared travel and hotel accommodations to identify best option for travel need.
- Arranged travel accommodations for groups, couples, executives and special needs clients.
Education
Associate's degree - Airline Travel Business
Kenya Utalii College
Nairobi Kenya06.2002
Bachelor's degree - Aviation
Utah Valley University
07.2024
Pilot License - Aircraft Piloting And Navigation
Air America Flight Center
Daytona Beach, FL01.2013
Skills
- Sales Management
- Account Management
- Pricing
- Business Development
- Negotiation
- Salesforce
- Cold Calling
- Outside Sales
- Forecasting
- Process Improvement
- Management
- Marketing
- Retail Management
- Front Desk
- Inside Sales
- B2B Sales
- Operations Management
- Languages
- English, Swahili, Native - Expert
- Certifications and Licenses
- Private Pilot Certification
- IATA Certification
- Additional Information
- I have several travel wholesale certifications
- I have multiple gds experience
- Am Extensively traveled
- I understand the dynamics of the travel industry
- I understand complex multi city trip planning
- Am a Quick learner and stay current with travel trends
- Solution Management
- High-Volume Environments
- Client Relationships
- Conflict Resolution Techniques
- Customer Relationship Management
- Training Junior Team Members
- Returns Policies
- Team Management Experience
- Planning Schedules
- Special Assignments
- Compliance Requirements
- Escalated Call Handling
- Logistics Support
- Standard Operating Procedures Understanding
- Quality Control Policies
- Effective Working Relationships
- Customer Loyalty
- Thorough Knowledge of Product
- Performance Feedback
- Organizational Systems
- Customer Care
- Policy Investigations
- Customer Feedback
- Corporate Standards
- Customer Account Management
- Investigate Claims
- Trained in Salesforce
- Livechat Messaging
- Understanding Customer Needs
- Customer Data Confidentiality
- Policy and Procedure Adherence
- Calm and Professional Under Pressure
- Call Volume and Quality Metrics
- Issue and Complaint Resolution
- Upselling
Additional Information
- Authorized to work in the US for any employer
Flying planes, Travelling, and cooking.
I own a plane with a friend and we fly as much as possible.
Travel is like therapy i enjoy new international destinations every three or four months.
I cook every meal i eat as much as possible.
Languages
Swahili
Native or Bilingual
English
Full Professional
BANTU
Native or Bilingual
Timeline
Customer Experience Coordinator
American Airlines, Fort Worth, Airport
01.2017 - Current
Travel Planner
AAA The Auto Club Group
01.2016 - 09.2018
International Travel Consultant
Delta Airlines
11.2013 - 08.2018
Travel Coordinator
Kenya Airways
10.2006 - 10.2013
Senior International Travel Consultant
Holiday bazaar Kenya
01.2003 - 10.2006
Corporate Travel Coordinator
Signatures safaris kenya
01.2002 - 11.2004
Associate's degree - Airline Travel Business
Kenya Utalii College
Bachelor's degree - Aviation
Utah Valley University
Pilot License - Aircraft Piloting And Navigation
Air America Flight Center