Patricia Laloyo
Doha
Summary
Accomplished in fostering client relationships and adept at managing confidential data, I excelled at Qatar Airways by ensuring 100% service levels through efficient ticketing and customer support. With expertise in Amadeus and ALTEA, plus strong leadership and communication skills, I consistently enhanced customer satisfaction and operational efficiency. Efficient Ticket Agent with twelve years of experience in fast-paced environments. Reliable team member with adaptability and situational awareness- supporting team members after identifying deficiencies. Established methods for streamlining ticket sales and cashier operations.
Overview
16
16
years of professional experience
Work History
Senior Network Disruption Support Ticketing Agent
Qatar Airways
Doha
11.2016 - Current
- Maintain accurate records of transactions, ensuring accountability in all financial exchanges.
- Liaising with airport ground services staff to resolve last minute passenger issues related to flight disruptions.
- Reissue tickets and Disruption transfer via customers to new established routings.
- Respond to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
- Process social media inquiries from WhatsApp, X, Facebook and Instagram through Qassist maintaining an Average speed of Answer(ASA) of less than one minute with a service level of 100%.
- Collaborated with all airline personnel and travel agents to give ample support, immediate attention to queries and resolve booking issues, correct fares, and clarify rules.
Reservations and Travel Consultant
Qatar Airways
Kampala
10.2011 - 11.2016
- Built strong relationships with clients through exceptional communication and personalized service.
- Making and confirming reservations for passengers, through telephone, email and in person to achieve customer satisfaction.
- Generate revenue and take all possible measures to avoid loss of revenue.
- Assigned the frequent flyer champion at the station which entailed assisting clients to enroll in the privilege club program, manage their account engagement and educate them on the benefits of he program.
- Worked closely with clients to understand unique needs and meet specific travel desires for instance medical travel approval and animals in hold travel.
- Assist travel agents with seat confirmations, upgrades, issue electronic miscellaneous documents and process refunds.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
Safari Consultant
Majestic Safaris Limited
Kampala
02.2010 - 09.2011
- Providing an efficient and comprehensive administrative support including managing a 'bring-forward' system, maintaining records and communicating with key contacts about the firm's travel services.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Liaised with tour operators, guides and other key partners such as hotels and airlines regarding bookings and schedules.
- Advised clients about passport, visas, foreign currency, travel insurance and excursions as per the latest regulations.
Client Service Representative
Maleng Travel Limited
Kampala
04.2009 - 01.2010
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Served as a liaison between clients and the business and acted as a resource person by ensuring service standards are enforced and adhered to with responses being appropriate and timely.
- Proactively foresee possible delays or complications and plan strategies to avoid or minimize them.
- Developing and implementing procedures or working practices to improve customer service delivery.
Airline Reservation Agent
JCM Travel Consultancy
Kampala
07.2008 - 03.2009
- Worked closely with staff and managers across the business to organize a broad range of services to meet the specific requirements of the company and clientele.
- Ensured timely follow-up with clients regarding changes in itineraries or flight status updates, keeping them informed throughout their journey.
- Proactively identified potential issues before they escalated by monitoring flight statuses closely, leading to smoother customer experiences overall.
- Played a key role in maintaining high levels of customer satisfaction, receiving consistently positive feedback from clients on performance evaluations.
Education
IATA Diploma - International Travel And Transportation
Career Institute
Kampala, UgandaHigh School Diploma -
St. Lawrence Citizens High School
Kampala, UgandaBachelor of Arts - Mass Communication
Africa Nazarene University
Nairobi, Kenya07.2026
Skills
- Circumspect and able to handle confidential data in a professional manner
- Detail-oriented and resourceful in completing projects with the ability to multitask
- Experienced working in fast-paced environments demanding strong leadership, organizational, communication, interpersonal and team building aptitude
- Vast interpersonal experience and ability to work with diverse groups
- Ability to follow instructions well and make decisions with little to no supervision
- Remote Assistance experience using applications such as Amadeus (ARD Web) and ALTEA Customer Management
- Comprehensive knowledge of MS Packages; Word, Excel and Outlook, and quick to learn and work with new systems
- Fluent in English, Acholi and Luganda with a working knowledge of Swahili
Timeline
Senior Network Disruption Support Ticketing Agent
Qatar Airways
11.2016 - Current
Reservations and Travel Consultant
Qatar Airways
10.2011 - 11.2016
Safari Consultant
Majestic Safaris Limited
02.2010 - 09.2011
Client Service Representative
Maleng Travel Limited
04.2009 - 01.2010
Airline Reservation Agent
JCM Travel Consultancy
07.2008 - 03.2009
IATA Diploma - International Travel And Transportation
Career Institute
High School Diploma -
St. Lawrence Citizens High School
Bachelor of Arts - Mass Communication
Africa Nazarene University