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About Me; In a Snapshot

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.

Objective

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 experience

Sep 2015Present
Travelport GDS

Customer Care Specialist


MAIN DUTIES AND RESPONSIBILITIES

  • 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 2015Sep 2015
Travelport GDS

Technical Support Specialist

 

MAIN DUTIES AND RESPONSIBILITIES

• 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
• Resolving problems encountered by customers and reporting the those that cannot be solved to the supervisor for further escalation

Feb 2012Jan 2015
Euro Africa Travel Ltd

Senior Travel Adviser


MAIN DUTIES AND RESPONSIBILITIES

  • 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 2011Jan 2012
    Manaar Travel

    Travel Consultant


    MAIN DUTIES AND RESPONSIBILITIES

    • 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 2010Dec 2010
    Nairobi Aviation College

    Lecturer


    MAIN DUTIES AND RESPONSIBILITIES

    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 2008Jan 2009
    Swissport Kenya ltd

    Baggage Transfers Cordinator


    MAIN DUTIES AND RESPONSIBILITIES

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

    Skills

    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
    Communication

    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  

    Education

    Sep 2014Present
    St Paul's University, Nairobi, Kenya

    Bachelor of Business Administration and Management 

    Business Management Major

    Mar 2008Sep 2008
    Nairobi Aviation College

    IATA/UFTAA Consultant Diploma

    IATA Consultant Diploma in Travel and Tourism
    Feb 2003Nov 2006
    Gakarara Secondary School

    Certificate

    High School Diploma.

    Interest

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

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

    Certifications

    Sep 2008Dec 2008
    Computer Society of Kenya

    Certificate in Computer Applications

    Sep 2008Sep 2008
    Kenya Red Cross Society

    Cerificate in Community Based First Aid

    References

    Rehema Adam Issa

    Customer Support Manager

    Travelport, Kenya

    E:  Rehema.AdamIssa@travelport.com

    M: +254 725 642657

    Harrison Kigo

    Travel Manager

    Skytouch Travel and Tours Ltd

    E: harrison@skytouchtravel.net

    M: +254 727 203370

    Joseph M. Macharia

    Prime Mover Insurance Brokers

    M: +254 722 756098