CAROLYN MULI

Friendly and flexible Travel professional with over 10 years successful track record in planning and operational improvements. Sales oriented travel expert with excellent travel management skills and experience working for a well-known Airline and Travel Agency. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Real go-getter with outstanding interpersonal skills. Possesses expertise in strategic partnership identification and development event planning and travel coordination. Proven career success at troubleshooting and handling customer support issues quickly. My goal is to become a valuable mutual asset by providing efficient travel and event planning expertise contributing effectively to organizational success.

• Certificate in computer packages.
• Certificate in Programming languages (C, java, C++).

• Create a system profile for my clients that provided client information which made it easier to plan their itineraries, eg book preferred meals, seats, and other special services requests needed often during their travel.
• Ensure compliance with the travel policy, identify areas for review, and recommend solutions to enhance the responsiveness of travel services.
• Scheduled and coordinated travel arrangements and appropriate itineraries, quotations based on the most economical fare and the most direct and convenient routing for our clients, For Example, African Union, United Nations, The World Bank, European Union.
• Ensure optimal delivery of events management services with a specific focus on events of related corporate client.
• Leading corporate travel function and supporting the events management workflows, ensuring high quality and accuracy of work in order to provide optimum services to my clients
• Ensuring high quality and accuracy of work in order to provide optimum services to the client.
• Processing of Miscellaneous Charges Order (MCO) for example excess Baggage
• Follow up with airlines to get special discounts for our corporate clients.
• Issuing tickets in relation to corporate Travel Policies.
• Maintain and improve online Data Bases of client accounts.
• Improve company sales through the sale of private air tickets for Non- Corporate clients.
• Managed travel and expense reports for department teams.
• Prepared documents such as correspondence, drafts, memos, and emails, prepare reports weekly for management.
• Manage a prompt and accurate response to telephone and email communication which promotes professional and courteous client relation and also repeat business.
• Promote the acceptance of fares, rates and suppliers that matched the clients travel programmed policies and negotiated contacts.
• Designed customized itineraries as per client’s requirements for both business and leisure, offer alternative options.

• Corporate Travel Consultant, BCD Travel Kenya, March 2018 to Date, PRESENT: Travel Team Leader, Provide daily managerial direction and supporting my team, assisting with time management and task prioritization in busy periods., Coach and guide team members to satisfactorily resolve issues themselves, whilst also assisting with escalated cases as required., Conduct weekly catch ups and biannual appraisals with management and Team members, utilizing the full range of managerial approaches to optimize performance and enhance development., Identify and resolve capacity challenges, proactively monitoring and managing workloads effectively to deliver timely output., Identify and resolve any training needs, ensuring all training delivered is implemented., Supporting the process of recruitment when required and training new colleagues., ensuring high quality and accuracy of work in order to provide optimum services to the client., leading the corporate travel function and supporting the events management workflows, ensuring high quality and accuracy of work in order to provide optimum services to the clients., Oversee the development and implementation of, and coordinate the review of the corporate travel policy, procedures and related services., In charge of high profile corporate and multinational NGOs accounts For Example: African Union, The World Bank, United Nations, European Union, tasked in managing all their travel by providing appropriate itineraries and quotations based on the lowest fare and the most direct and convenient routing. Assist also in accommodation and Airport transfer needs through email correspondence, telephone communication and walk in liaising with affiliated partners at embassy, hotels and Airlines., Ensure compliance with the travel policy, identify areas for review, and recommend solutions to enhance the responsiveness of travel services, Supplying travelers with pertinent information and useful travel materials/Visa/and any other required Travel documents., Oversee the development and implementation of, and coordinate the review of the corporate travel policy, procedures and related services., Processing of Miscellaneous charges Order (MCO) for example Excess Baggage., Follow up with Airlines to get special discounts for our corporate clients., Diagnosing the clients’ specifications and wishes and suggest suitable travel packages, also offer alternative routings and quotations for consideration in an event the clients preferred option is not available., Upon booking confirmation, I accurately advise clients of ticketing deadlines, to avoid cancellations of bookings and accurately issuing the ticket as soon as its properly approved. After ticketing I assist in confirmation of Airport transfers and hotel booking if required., Anticipating and providing assistance on potential challenges that may arise for the client for example during flight delays and cancellations also communicating such flight schedule change to the clients upon receiving information from the airline., Accurately Reissuing of tickets upon change request and ensuring zero percent error on bookings., Managing workflow and processes in accordance with SLA., Keeping management informed by submitting activity and results reports, monthly and annual sales report., World Bank, African Union, European Union, Kerry Group, United Nations, Stanbic Bank, KCB Bank, Safaricom PLC, Airtel, Roche, APHRC, Samsung
• Attachment – Customs Officer, Kenya Revenue Authority, June 2017 - October 2017, Monitored inflow of personal effects entering the country through checks of bags and packages., Monitored personal and commercial items entering the country to ensure they don’t contain contraband materials., Regulated both imports and exports and also collected the required duties., Coordinated basic operations in a customs bonded warehouse., Determined value of imported goods, determination of goods for export and also classification of goods to determine their duty rates.
• Contact Centre Agent/Sales and Ticketing Agent, Kenya Airways, June 2012 – March 2017, Made flight bookings for clients for both international and domestic travel., Worked to diligently resolve booking and flight scheduling issues, by rebooking passengers to partner airlines and give refund option if passenger when needed., Ensure that all booking procedures followed industry standards., Processing of Miscellaneous charges Order (MCO) for example Excess Baggage., Posted schedule changes online and informed clients directly through calls and emails/text messages., Checked passenger manifests to confirm client bookings before flight departure, Scheduled advance and last-minute bookings., Offered discounts and special deals when authorized by the management., Managed passenger database., Issued personal business and corporate bookings accurately and made flight adjustments upon request from clients., Developed and implemented promotional strategies to boost airline bookings., Consistently offered a high level of customer service, giving prompt /timely feedback, followed up with clients after travel is completed for feedback.
• Intern - Serena Group of Hotels, Sweetwater’s Tented Camp, March to September 2010

• Mrs. Josephine Ndirangu, Travel Manager, ELITE TRAVEL, +254 (0) 711920600, Josephine.ndirangu@yahoo.com
• Mr. Obeds Oriku, Team Leader, BCD World Bank Travel Group, +254 (0) 724873955, snaynek@gmail.com
• Mr. George Njuguna, UNON Travel Team Leader, +254725098493, George.Njuguna@un.org