Hi, I’m
Antony Thugi Karanja
Cabin Crew
Nairobi
Summary
Experienced customer care supervisor with a successful background in the retail industry. Proficient in Microsoft Excel, customer service, Microsoft Word, sales, and business process improvement. Dedicated support professional with extensive travel experience within and outside Kenya, possessing in-depth knowledge of the roads and parks within the country.
Overview
18
years of professional experience
13
years of post-secondary education
Work History
Tikkos Tour Agent
Manager, Group Tours and Events
03.2019 - Current
Job overview
- Organized pre-tour briefings for clients to provide essential information about their upcoming trip or event.
- Enhanced customer satisfaction by creating personalized group tour itineraries and managing event logistics.
- Managed crisis situations effectively, ensuring the safety and well-being of guests at all times while minimizing disruptions to their travel experience.
- Developed strong relationships with vendors, securing competitive pricing and high-quality services for clients.
- Delivered comprehensive training programs for new employees, fostering a strong culture of professionalism and customer-centric service delivery within the team.
- Monitored guest feedback closely to identify areas for improvement in future tours or events offered by the company.
- Coordinated travel arrangements for group tours, including transportation, accommodations, and activities.
- Collaborated with international partners on cross-border initiatives for more diverse group tour options available to customers.
- Oversaw budget management for group tours and events, optimizing expenses without compromising quality.
- Cultivated a positive work environment by fostering teamwork among staff members and encouraging open communication.
- Achieved high levels of client retention through excellent customer service and timely resolution of concerns or issues.
- Coordinated accommodations for crew and tour transportation between destinations.
- Supported team in delivering top-shelf tour entertainment by smoothly handling operational needs.
CUSTOMER SERVICE SUPERVISOR
01.2016 - 01.2018
Job overview
- Ensure customers are welcomed with the World’s Warmest Welcome
- Ensure smooth work flow of the facility
- Assisting team by performing tasks with them
- To ensure all targets are met and staff complete their daily duties
- To ensure the monitoring of employee/customer engagement activities
- To Adjust the staff timings in order to have smooth reception process for the customers
- To ensure that the contents of repair orders should be in line with the standards
- To ensure housekeeping within the Reception area is up to standard
- To ensure that the appointments are being booked according to the standards
- To ensure that all the customers are attended to without delay
- To ensure that all sales reports are sent daily and Monthly for the team
- Training newly recruited members
- Counseling, coaching and resolving issue among employees
- Conducting trainings
- Task delegation
- Managing the operations of the reception
- Solving customers’ queries and concerns
- Workshop project management
- Ensure that Standards are followed and sustained
- Ensure customers comfort ability is prioritized.
AT THE KAREN HOSPITAL
Customer reception host
09.2012 - 12.2015
Job overview
- Handling and solving customer concerns
- Providing the world’s warmest welcome to our customers and making their work easy to access Company’s information following companies’ procedures
- Department team leader
- Training newly recruited employees.
AT KAREN HOSPITAL
10.2008 - 08.2012
Job overview
- Handling all incoming telephone communications
- Train newly recruited employees and assisting supervising the call Centre/reception staff
- Providing excellent customer service as per company policy and procedures
- Resolving customer queries promptly, within company guidelines, before escalating to higher level if necessary
- Maintains calendar of appointment and meetings
- Maintaining an up to date knowledge of personnel, procedures and updating the system on matters related to contracts
- Dealing with ’drop in’ customers as quickly and proficiently as possible, by coordinating with service advisors
- Preparing work in progress reports for the workshop
- Preparing meeting calendars
- Department in charge assistant.
The Karen Hospital
Catering Staff Member
06.2009 - 11.2011
Job overview
- Cleaned and organized kitchen stations to promote team efficiency.
- Ensured timely food preparation and delivery for seamless event execution.
- Proactively resolved customer concerns or issues, maintaining a high level of client satisfaction.
- Supported successful events by setting up venue spaces according to client specifications.
- Collaborated with team members to create memorable experiences for clients and guests.
- Provided excellent service under high-pressure situations, ensuring smooth event operations.
- Promoted a positive work environment through effective teamwork and collaboration among staff members.
SHADE HOTEL KENYA
03.2007 - 06.2009
Job overview
- Attending incoming and outgoing calls, taking Messages and guiding them to accord, accurate information
- Handling petty cash and preparing company expenses vouchers
- Keep records &files for fast and easy retrieval when needed
- Do other tasks that maybe assigned from time to time
- Providing excellent customer service as per company policy and procedures
- Assisting the administration whenever required.
KIGO NJENGA AND COMPANY KENYA
Cashier/Audit assistant
01.2007 - 02.2008
Job overview
- Make daily & weekly sales reports
- Encode & summarize monthly sales report
- Deposit cash &cheques
- Prepare voucher for the company expenses
- Keep records & files for fast and easy retrieval when needed
- Responsible for the stock inventory, make an order for the stocks needed
- Handling/Attending to clients complains, requests &inquiries
- Receive and screen telephone calls
- Make company’s proposals & quotations
- Do other tasks that maybe assigned from time to time.
Education
GATWAY HIGH SCHOOL Thika
Pass
01.2002 - 04.2006
Airways Travel Institute Nairobi Westlands
Diploma from Airline Cabin Crew Course
01.2007 - 04.2008
Kenya PolytechninNairobi
Kenya polytechnic
01.2007 - 04.2008
GATWAY High School
01.2002 - 04.2006
Pinnacle School of Management Studies
01.2007 - 04.2008
Skills
UAEVALIDDRIVINGLICENSE
Computer Literate
Basic programming
Basic Accounting
SAP
Outlook &Email Applications
Calm and patient
Ability to lead and motivate others
Accuracy at recordkeeping
Ability to make decisions under pressure
Responsible attitude
Ability to prioritize my work and other peoples
Personal Information
- Passport Number: AK0786002
- Nationality: Kenyan
- Marital Status: Married
- Religion: Christian
Visastatus
RESIDENCE
Training
- Basic Telephone Handling/Skills
- Advance Telephone Handling /Techniques
- Developing Customer Satisfaction Mindset
- Problem Resolutions skills
- Welcoming our customers training
- Technical training for non-technical
- experienced Tour drive
- Grievances
Discipline.
Languages
French
Beginner (A1)
Interests
Travel
Timeline
Manager, Group Tours and Events
Tikkos Tour Agent
03.2019 - Current
CUSTOMER SERVICE SUPERVISOR
01.2016 - 01.2018
Customer reception host
AT THE KAREN HOSPITAL
09.2012 - 12.2015
Catering Staff Member
The Karen Hospital
06.2009 - 11.2011
AT KAREN HOSPITAL
10.2008 - 08.2012
SHADE HOTEL KENYA
03.2007 - 06.2009
Cashier/Audit assistant
KIGO NJENGA AND COMPANY KENYA
01.2007 - 02.2008
Airways Travel Institute Nairobi
Diploma from Airline Cabin Crew Course
01.2007 - 04.2008
Kenya Polytechnin
Kenya polytechnic
01.2007 - 04.2008
Pinnacle School of Management Studies
01.2007 - 04.2008
GATWAY HIGH SCHOOL
Pass
01.2002 - 04.2006
GATWAY High School
01.2002 - 04.2006