AGATHA KOIN
NAIROBI,29331
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Reputation for reliability and adaptability. Swift capacity to learn and apply new skills. Committed to leveraging these qualities, driven to contribute to team success and play a key role in organizational growth.
Overview
19
19
years of professional experience
Work History
TEAM LEADER -PASSENGER SERVICES
SWISSPORT KENYA LIMITED
01.2025 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Establish open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborate with other department leaders to establish shared goals and ensure alignment across teams.
- Mentor junior staff members, helping them develop their leadership potential and advance in their careers about 15 agents per shift.
- Manage conflict resolution among team members, fostering a positive and collaborative work environment.
- Improve operational workflows, enabling team to handle increased workloads without compromising quality.
- Enhanced communication strategies, ensuring clear and timely information exchange within team and with clients.
- Maintain overall safe work environment with employee training programs and enforcement of safety procedures.
CUSTOMER SERVICE MANAGER
SCOPE PROJECTS LIMITED
01.2016 - 12.2021
- Provided leadership and direction to the customer service department.
- Effectively supervised day-to-day front-end operations of a busy customer service department.
- Hired, trained, and mentored top customer service agents and front-end staff. Managed about 30-50 staff in our department.
- Implemented ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them.
- Created, edited, and altered customer service strategies and procedures in an agile manner to best deliver a satisfying experience for all store customers.
- Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions.
- Delivered exceptional customer service to grow business, resolve issues and maximize customer experience.
- Acted as the liaison between the department and other divisions in the company.
- Implemented and executed policies and procedures to facilitate customer service experience.
HEAD, CUSTOMER CARE
AFRICAN COTTON INDUSTRIES
08.2015 - 12.2015
- Supervised customer service agents both in Nairobi and Mombasa.15 in total.
- Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Trained and mentored customer service team in service standards, loyalty programs and sales techniques.
ACTING DUTY SUPERVISOR
KENYA AIRWAYS LIMITED
01.2012 - 09.2012
- Successfully planned pre-shift, briefs, and provided supervisory responsibilities over (20-50 staff) and efficiently delegated tasks and responsibilities for optimal shift performance.
- Efficiently managed issues pertaining to passengers at check-in, boarding, arrivals and the lounges, and increased positive customer service.
- Ascertained that company procedures related to document verification were observed.
- I successfully made complex and critical decisions regarding flight operations.
- Ensured smooth connection of passengers at the hub for effective hub connectivity
- Developed professional relations with company employees of organization to enhance trust and reliability.
- Strengthened employee morale with regular feedback sessions, recognition programs, and team-building activities.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Implemented loss prevention measures resulting in reduced shrinkage rates while maintaining excellent customer relationships.
CHECK-IN /FLIGHT CONTROLLER
KENYA AIRWAYS LIMITED
01.2010 - 12.2011
- Pre-checking planning and ensuring Special Services Request, Special meals, catering loads, passenger bookings before check in and during to ensure customer satisfaction.
- Prioritized passenger acceptance (Frequent Flyers, infants, stand-by, Go-shows, staff) for proper handling of special cases at check-in using the appropriate Passenger Serial number codes.
- Identified & prioritized offloads in liaison with the team leaders at the gates.
- Controlled opening, closure and reconciliation of flights.
- Sometimes acted as a duty supervisor if one was on leave.
- Alerted airport response personnel to crisis situations, including incoming medical and other emergency landings.
- Coordinated 30 domestic and international flights in a day.
CUSTOMER SERVICE AGENT
KENYA AIRWAYS LIMITED
04.2006 - 12.2009
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Built rapport with customers through courteous and professional communications.
- Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Efficiently managed issues pertaining passengers at check-in, boarding, arrivals and the lounges in compliance with carriers’ policies/procedures and customer expectations.
- Ascertained that company procedures related to document verification were observed.
- Ensured smooth connection of passengers and flawless transit at the hub and the transfer desk for effective hub connectivity every single day.
- Managed approximately 30 incoming calls and emails per day from customers.
Education
Bachelor of Arts - International Studies
University of Nairobi
NAIROBI09-2025
Certificate in Health Care Assistant - Health Care Management
The Nairobi West College of Health Sciences
NAIROBI11.2024
Cerficates in Aviation - Aviation
Kenya Airways Pride Centre
NAIROBI09.2012
Diploma - Air Travel Operations
Graffins College
NAIROBI12.2008
Kenya Certificate of Secondary -
Noonkopir Girls High School
KAJIADO11.2003
Skills
- Customer service management
- Organizational skills
- Communication
- People management
- Team supervision
- Problem-solving
Languages
English,Maasai and Kiswahili
References
REFEREES.
MS. FATMA JUMA - tumaali@gmail.com
MR. ALEX CHESOSI - achesosi@yahoo.co.uk
MR. DENNIS MONARI- Dennis.o.monari@gmail.com
Timeline
TEAM LEADER -PASSENGER SERVICES
SWISSPORT KENYA LIMITED
01.2025 - Current
CUSTOMER SERVICE MANAGER
SCOPE PROJECTS LIMITED
01.2016 - 12.2021
HEAD, CUSTOMER CARE
AFRICAN COTTON INDUSTRIES
08.2015 - 12.2015
ACTING DUTY SUPERVISOR
KENYA AIRWAYS LIMITED
01.2012 - 09.2012
CHECK-IN /FLIGHT CONTROLLER
KENYA AIRWAYS LIMITED
01.2010 - 12.2011
CUSTOMER SERVICE AGENT
KENYA AIRWAYS LIMITED
04.2006 - 12.2009
Certificate in Health Care Assistant - Health Care Management
The Nairobi West College of Health Sciences
Bachelor of Arts - International Studies
University of Nairobi
Cerficates in Aviation - Aviation
Kenya Airways Pride Centre
Diploma - Air Travel Operations
Graffins College
Kenya Certificate of Secondary -
Noonkopir Girls High School
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