Summary
Overview
Work History
Education
Skills
Timeline
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Tanui Kelvin Kiptoo

Tanui Kelvin Kiptoo

Customer Service Agent
Doha

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging 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. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

12
12
years of professional experience
1
1
Language

Work History

Customer Service Agent

Qatar Airways Group
Doha
09.2018 - Current
  • Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Facilitated communications through management of inbound and outbound customer calls.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.

Ground Handling Agent

Qatar Airways Group
Doha
01.2014 - 08.2018
  • Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
  • Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
  • Completed cargo manifests and flight paperwork for proper luggage and flight tracking.
  • Checked cargo and baggage for security to meet TSA regulations.
  • Successfully navigated large shipments of materials through tight spaces and busy facilities.
  • Shipped material and performed boxing, packing, labeling, and preparation of related documents.
  • Operated moving truck safely to deliver items to destination without nicks or scratches.
  • Moved furniture and boxes using utility dolly and truck ramp.
  • Loaded and unloaded materials onto and off of trucks for fast shipment.
  • Surrounded items in cling film, padded blankets, and tape to protect from damage.
  • Verified documentation and condition of freight to assure quality standards were achieved.
  • Operated equipment while observing standard safety procedures.
  • Helped train new employees in safe practices and warehouse procedures.
  • Assembled pallets and crates for secure transportation of materials.

Porter

Qatar Airways Group
Doha
03.2011 - 12.2014
  • Resolved guest inquiries punctually and politely for professional customer service.
  • Carried and transported guest luggage for smooth check-in and check-out processes.
  • Increased workplace safety by immediately reporting potential hazards.
  • Updated visitor and delivery logs for correct, current security records.
  • Greeted guests with warmth and professionalism for friendly, helpful service.
  • Used hand trucks or manually lifted supplies, equipment and heavy furniture.

Education

High School Diploma -

Cheptenye High School
Kenya
11-2009

Skills

  • Ul>
  • Outstanding communication skills
  • P>Exemplary work ethic
  • P>Customer Relations
  • P>Service-oriented self-starter
  • P>Empathetic and genuine
  • P>Complaint resolution
  • P>Shipping procedures understanding
  • P>Professional telephone demeanor
  • P>Service standard compliance
  • P>Creative problem solving
  • P>Staff education and training
  • P>Microsoft Office Suite proficiency

Timeline

Customer Service Agent

Qatar Airways Group
09.2018 - Current

Ground Handling Agent

Qatar Airways Group
01.2014 - 08.2018

Porter

Qatar Airways Group
03.2011 - 12.2014

High School Diploma -

Cheptenye High School
Tanui Kelvin KiptooCustomer Service Agent