• Nairobi Nairobi

Customer Care Specialist

About Me; In a Snapshot

I am a Kenyan living and working in Kenya.

In my five years career experience, I have had the opportunity to delve into several aspects of the travel and tourism industry including, customer service, training, ticketing and reservations among others. I am curious by nature and am interested in positions where am encouraged to participate in creation of new ideas and concepts. I am interested in making things work and communicate well, thus functioning efficiently and in most cases exceeding expectations.

I enjoy taking initiative and I also thrive as a team player complementing my skills. My curious nature have enabled me to learn many aspects that go beyond my scope of roles thus improving on my skills which have served me well both in my career as well as in my personal life.


To build a long term career in Travel and Tourism with opportunities for career growth and to use my skills in the best possible way for achieving my personal and the company’s goals as well as enhancing my professional skills in a dynamic and fast paced workplace.

Work History

Work History
Sep 2015 - Present

Customer Care Specialist

Travelport GDS

  • Provide Helpdesk support of the full Travelport/ product range on both functional as well as technical issues.
  •  Identify and correctly troubleshoot all problems reported in order to minimize impact to customers.
  •  Resolve problems reported by customers locally or refer to correct service provider for rapid resolution within the Travelport escalation procedures.
  • Monitor resolution times in order to minimize the impact on the customer and continually strive for improved performance.
  •  Increase technical knowledge and ability in order to rapidly identify and resolve problems reported.
  •  Report to Travelport/ all problems that cannot be solved locally using the Problem Management system, monitor and track these closely and communicate solution to customer in a timely manner.
  •  Deliver Training of the full range of Travelport/ products to customers
  •  Increase segment production through effective training. 
  •  Monitor level of expertise of travel agents, feedback to supervisor to ensure training courses are designed to meet market needs.
  •  To ensure that the information from the Helpdesk Management system is used effectively to address customers requirements and monitor performance of third party suppliers.
  •  Identify trends impacting service, raise to Supervisor with the objective of reducing costs and calls to the Helpdesk whilst ensuring maximum customer satisfaction.
  • Use automation tools as required.
  •  Communicate information to customers via GIS pages and Front Page News.
  • Produce user documentation for the full product range as requested by supervisor.
  •  Handle claims in a timely manner and ensure that customers are kept informed at all times.
  •  Produce reports when and as requested by supervisor.
Feb 2015 - Sep 2015

Technical Support Specialist

Travelport GDS


• Updating my personal knowledge and skills of Travelport products
• Identifying problems and offering possible solutions to clients’ issues
• Delivering training on a range of Travelport products to customers among them GEM, Rapid Reprice, EMDs & Smartpoint 5
• Resolving problems encountered by customers and reporting the those that cannot be solved to the supervisor for further escalation

Feb 2012 - Jan 2015

Senior Travel Adviser

Euro Africa Travel Ltd


  • Ticket Reservations, Re-issues and Re books.
  • Overseeing the recruitment, selection and retention of staff as well as staff training
  • Sourcing products and destinations to meet consumer demands
  • Liaising with travel partners, including airlines and hotels, to manage bookings and schedules
  • Handling walk-in clients, emails correspondence and telephone inquiries.
  • Making accommodation bookings
  • Dealing with customer inquiries and aiming to meet their expectations
  • Handling car hire services and bookings.
  • Receipts for cheque and cash payments and liaising with accounts department for statement preparations and dispatch.
  • Opening, updating and maintaining clients booking with all requisite information.
  • Promoting and marketing the business
  • Organizing Excursions and tours
  • Offering after-sale follow-up to ensure customers satisfaction.
  • Offering professional advice to clients on issues relating to travel documentation. 
  • Communicating with sales consultants and providing encouragement, help and advice
  • Overseeing the smooth, efficient running of the business in the absence of the Manager
    Jan 2011 - Jan 2012

    Travel Consultant

    Manaar Travel


    • Ticket Reservations, Re-issues and Re books.
    • Discussing with clients on their travel requirements and advising them on suitable options
    • Collecting payments and maintaining records of transactions
    • Opening, updating and maintaining clients booking with all requisite information.
    • Offering after-sale follow-up to ensure customers satisfaction and to ensure that their travel arrangements run as scheduled
    • Offering professional advice to clients on issues relating to travel documentation.
    • Confirming bookings and notifying clients of luggage limits, insurance, medical, passport and visa requirements
    • Making travel, accommodation and related bookings.
    • Handling Visa applications.
    Jan 2010 - Dec 2010


    Nairobi Aviation College


    Equipping the learners with knowledge and skills in:-

    • Airfares and ticketing
    • Customer service techniques
    • Travel knowledge
    • Electronic Booking tools
    • Principles of management
    • Introduction to tourism
    • Tour costing and Itinerary planning
    • Electronic Booking tools
    • Principles of management
    • Introduction to tourism
    • Tour costing and Itinerary planning
    Jul 2008 - Jan 2009

    Baggage Transfers Cordinator

    Swissport Kenya ltd


    • Handling document checks.
    • Handling online and inter line baggage transfers
    • Offering meet and assist service
    • Customer service
    • Handling check-in and gate process.



    Product Knowledge

    Good knowledge of Galileo products.

    Industry Knowledge

    Excellent working knowledge of travel agencies business and practices.

    Working with Electronic Booking Tools

    Excellent Knowledge and skills of Galileo system

    Taking Initiative

    Ability to take initiatives and willingness to constantly update personal knowledge


    Confident and concise communicator, able to deliver presentations with clarity to diverse audience.

    Microsoft Office Skills

      Ability to use Microsoft Skills among them:- Ms Word Ms Excel Ms Access Powerpoint  


    Sep 2014 - Present

    Bachelor of Commerce - Management Science Major

    Kenyatta University, Nairobi, Kenya
    Mar 2008 - Sep 2008

    IATA/UFTAA Consultant Diploma

    Nairobi Aviation College
    IATA Consultant Diploma in Travel and Tourism
    Jun 2007 - Mar 2008

    IATA/UFTAA Foundation Diploma

    Nairobi Aviation College
    IATA Foundation diploma in Travel and Tourism
    Feb 2003 - Nov 2006


    Gakarara Secondary School
    High School Diploma.


    I am interested in Making New friends, Traveling  and Adventure....

    I also enjoy watching Documentaries relating to Animals, Their Behavior and Life


    Sep 2008 - Dec 2008

    Certificate in Computer Applications

    Computer Society of Kenya
    Sep 2008 - Sep 2008

    Cerificate in Community Based First Aid

    Kenya Red Cross Society



    Faith M. Gichuru

    A good adviser to me.

    Harrison Kigo

    A former classmate and colleague. Having known me for the past seven years, he is well versed with my abilities and can be reached on these contacts

    Mohamed Nur

    He has been my superior and manager since March 2012. He knows me and my work. you can contact him any time.

    Lucy Wachira

    Has known me for over 15 years, a personal friend and also a mentor. She will be able to discuss more on me if required to do so