ANNE WAITHERERO Mwangi
Travel Specialist
Nairobi, Nairobi Province,Kenya
Summary
Detail-oriented travel and customer service professional with over 10 years experience in the hotel and airline industry. Proven ability to manage travel arrangements, coordinate group travel, oversee conference planning, and provide corporate client support. Strong focus on sales, client relationships, and training, seeking to leverage my skills in a management services assistant role to enhance client-focused travel solutions.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
1
1
Certificate
Work History
CUSTOMER EXCELLENCE AGENT (CORPORATE)
KENYA AIRWAYS
06.2020 - Current
- Provide exceptional customer support and product sales to corporate clients, ensuring high satisfaction levels and adherence to airline policies.
- Verify and authenticate travel requests and authorizations through the internal ERP system, ensuring compliance with airline contractual obligations and client travel policies.
- Process reservations and issue tickets based on approved travel authorizations, maintaining accurate documentation and timely processing to enhance the client experience.
- Prepared comprehensive expense reports and generated workflows for the accounts department to facilitate seamless invoicing for issued tickets.
- Generate monthly reconciliation reports to support accurate billing and leverage trends in client travel spending, to improve our business intelligence and customize our product offerings.
- Coordinate group travel arrangements for corporate events, including logistics for attendees and customization of itineraries to meet specific client needs.
Trained and mentored new employees on airline policies, processes, systems, and best practices to develop and foster a knowledgeable and efficient team.
CUSTOMER SUPPORT AND RESERVATION AGENT
KENYA AIRWAYS
01.2019 - 12.2021
- Delivered timely assistance to customers via phone, email, and live chat channels, addressing a wide range of travel-related inquiries such as visa requirements, fare rules, and travel regulations.
- Processed flight reservations and issued tickets for both domestic and international travel, ensuring compliance with airline regulations and service standards.
- Managed individual and group travel bookings, collaborating closely with clients to customize itineraries and facilitate the sale of conference and group tour packages.
- Handled high volumes of inbound calls while maintaining professionalism and adherence to client interaction protocols, ensuring effective complaint resolution.
- Worked collaboratively with cross-functional teams to address customer issues, such as baggage or package losses, improving overall service quality and client satisfaction.
- Utilized conflict resolution training to effectively manage client frustrations and de-escalate tensions during travel disruptions, ensuring satisfactory rescheduling and accommodation of revised itineraries.
- Analyzed client feedback data to generate reports on recurring areas of concern, providing insights to management for service improvement initiatives.
HOTEL SALES ASSOCIATE
NANCHANG HOTEL
06.2015 - 11.2017
- Transitioned from front desk operations to a sales role, successfully promoting hotel services and amenities to increase occupancy rates and revenue.
- Coordinated travel arrangements for individual and group guests, ensuring seamless airport transfers, hotel accommodation, itinerary booking and tour transfers.
- Planned and managed logistics for on-site conferences, overseeing venue reservation, catering, stationery and audiovisual needs to guarantee successful event execution.
- Developed and maintained strong relationships with clients and vendors, delivering quality and cost-effective solutions for various events hosted at the hotel.
- Prepared detailed reports on sales performance, occupancy rates, and customer feedback, contributing to strategic planning and operational enhancements.
FRONT DESK ASSOCIATE
NANCHANG HOTEL
10.2013 - 05.2015
- Provided high-quality customer service to guests, handling reservations, check-ins, and inquiries efficiently.
- Coordinated travel arrangements for guests, including local transport and accommodation, ensuring all requests were met promptly.
- Managed billing and payment processes, maintaining accurate records to ensure compliance with hotel policies.
- Collaborated with the sales team to support group bookings and special events.
Education
Diploma - IATA TOURS & TRAVEL CONSULTANCY
KENYA AIRWAYS, PRIDE CENTER
Nairobi, Kenya 01.2018 - 01.2019
High School Diploma -
Green Garden Secondary School
Nairobi 01.2005 - 12.2008
Skills
Problem-Solving skills
Event Management
Customer Service and Care
Staff Training and Mentoring
Travel and Reservation Management
Conference Planning and Management
Data Analysis and Reporting
Business Intelligence Reporting
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Certified TOURS AND TRAVEL CONSULTANT, IATA
Timeline
CUSTOMER EXCELLENCE AGENT (CORPORATE)
KENYA AIRWAYS
06.2020 - Current
CUSTOMER SUPPORT AND RESERVATION AGENT
KENYA AIRWAYS
01.2019 - 12.2021
Certified TOURS AND TRAVEL CONSULTANT, IATA
01-2019
Diploma - IATA TOURS & TRAVEL CONSULTANCY
KENYA AIRWAYS, PRIDE CENTER
01.2018 - 01.2019
HOTEL SALES ASSOCIATE
NANCHANG HOTEL
06.2015 - 11.2017
FRONT DESK ASSOCIATE
NANCHANG HOTEL
10.2013 - 05.2015
High School Diploma -
Green Garden Secondary School
01.2005 - 12.2008