Alice Achieng waswala
Customer Service Agent
Nairobi, Nairobi Province
Summary
Dynamic customer service professional with a proven track record at Jambo Jet Airline Limited, excelling in conflict resolution and client assistance. Recognized for enhancing customer loyalty through empathetic communication and informed decision-making. Skilled in quality control processes, ensuring safety and satisfaction in high-pressure environments.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Jambo Jet Airline Limited
07.2019 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- participated in the IOSA Safety Compliance and Audit.
Meet and Greet and Wheel Chair Assistant
Tradewinds Aviation Services
07.2015 - 05.2019
- Meet and Greet for departing and arriving flights.
- Handling of ADHOC Flights.
- Transferring of Connecting Flights
Cabin Groomer
Tradewinds Aviation Services
06.2010 - 06.2015
- Maintaining the hygiene,safety and appearance of aircraft,this includes Vacuuming,sanitizing seats/traytables,cleaning lavatories and galleys,restocking supplies and removing trash.
Education
No Degree - Cabin Attendant
East African School of Aviation
Nairobi, Nairobi Province, Kenya. 04.2001 -
Skills
Client assistance
Prioritization and scheduling
Informed decision-making
Quality control processes
Confident decision-making
Conflict resolution
Analytical problem-solving
Engaged listening
In-depth product knowledge
Nature Walks
- Taking walks nature walks outdoors helps me to reset mentally,manage stress and return to work with better concentration.
Timeline
Customer Service Representative
Jambo Jet Airline Limited
07.2019 - Current
Meet and Greet and Wheel Chair Assistant
Tradewinds Aviation Services
07.2015 - 05.2019
Cabin Groomer
Tradewinds Aviation Services
06.2010 - 06.2015
No Degree - Cabin Attendant
East African School of Aviation
04.2001 -