Carolyn Muli
Corporate Travel Consultant
Nairobi
Summary
Results-driven and customer focused Travel Consultant professional with over 10 years of experience in designing and coordinating travel plans, key focus on global corporate travel, Sales oriented, skilled in planning and managing travel itineraries, while ensuring cost- effectiveness and adherence to company travel policies. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Real go-getter with outstanding interpersonal skills. Proven expertise in team leadership and fostering a collaborative work environment. Proficient in using global distribution system-Amadeus and handling customer support issues quickly My goal is to become a valuable mutual asset by providing efficient travel expertise contributing effectively to organizational success.
Overview
16
16
years of professional experience
3
3
Certifications
Work History
Corporate Travel Consultant and Travel Team Leader
BCD Travel Kenya
03.2018 - Current
- In charge of high-profile corporates 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 most economical and the most direct routing. Assist also in accommodation and Airport transfer needs through email correspondence, telephone communication and walk in liaising with affiliated partners such as hotels and Airlines.
- Provide Expert advice to clients on travel options, recommending cost effective and efficient solutions tailored to business travel and ensuring bookings comply with company travel policies.
- Handling client travel disruptions, cancellations and rebooking’s with minimal client impact.
- Maintain relationships with key suppliers such as airlines, hotels and transportation providers to ensure competitive pricing.
- Lead and manage a team of 6 travel consultants, providing guidance and support to achieve team goals and meet sales targets, improve team productivity and morale.
- Supplying travelers with pertinent information and useful travel materials/Visa/and any other required Travel documents.
- Going through invoices with bookers to ensure accurate charges, timely payments, credits and refunds for travel.
- Tracking of open/unused tickets directly with the airlines.
- Analyze industry trends and competitors to stay ahead in a dynamic market.
- Ensure travel bookings are compliant with company travel policies and manage any changes and cancellations.
- 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.
- Monitor every reservation in a queue for accuracy, maintain client’s profiles, ensuring special requests and reward program information.
- Provide quality control on all issued tickets by my team and ensure key indicators reflect on bookings, flight schedule changes are advised to passengers.
Contact Centre Agent/Sales and Ticketing Agent
Kenya Airways
06.2012 - 03.2017
- 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
03.2010 - 09.2010
- Sweetwaters Tented Camp
Education
Bachelor of Science Degree - Hospitality and Tourism Management
Kenyatta University
01.2020
Post Graduate Diploma - Customs Administration
Jomo Kenyatta University of Science and Technology
01.2018
IATA Advanced Air Fares and Ticketing - undefined
Kenya Airways Pride Centre
01.2012
Skills
Corporate Travel Management and itinerary planning
Global distribution Systems (Amadeus)
Flight and Hotel Bookings
Travel policy compliance
Time management
Team Leadership
Client relationship Management
Travel disruption Support
Excellent communication skills
Trip Planning and scheduling
International standards on Air travel
Attention to details
Responsible and Accountable
Travel Risk Management
Vendor Negotiating skills
Service Quality Management
Telephone techniques
Teamwork
Microsoft Office
Strategic Planning
Office Administration
Customer focused service and attention to detail
Certification
Certificate in computer packages; November 2010
References
- Josephine, Ndirangu, Travel Manager, Josephine.ndirangu@yahoo.com, +254 (0) 711920600, ELITE TRAVEL, Nairobi
- Obeds, Oriku, Team Leader, snaynek@gmail.com, +254 (0) 724873955, BCD World Bank Travel Group
- Alfred, Opondo, Sales and revenue Manager, Alfred.Opondo@kenya-airways.com, +254720678357, Kenya Airways
Accomplishments
- 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.
- Scheduled and coordinated travel arrangements and appropriate itineraries and quotations based on the lowest fare and the most direct and convenient routing for our global clients, For Example, African Union, United Nations, The World Bank, European Union.
- Demonstrated ability to organize, prioritize, schedule, plan and coordinate work and other activities internally and externally.
- Strong attention to detail and to maintaining high quality standards
- Ability to produce high quality work under pressure
- Proven ability to create and work in a team-oriented, multi-cultural environment, to perform effectively in a constantly changing environment with competing activities and demands, and to effectively serve as a team member.
- Demonstrated ability to respond and deal effectively with diverse situations which require good judgment, tact, diplomacy and confidentiality
- High degree of motivation, initiative, flexibility, and reliability
- 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.
- Improved 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, and prepared reports weekly for management.
- Managed a prompt and accurate response to telephone and email communication which promoted professional and courteous client relation and also repeat business.
- Promoted the acceptance of fares, rates and suppliers that matched the clients travel programmed policies and negotiated contacts.
- Designed customized itineraries as per client’s requirement for both business and leisure, offer alternative options.
- Maintained current knowledge of evolving travel industry, technology, corporate travel policies and procedures.
Timeline
Corporate Travel Consultant and Travel Team Leader
BCD Travel Kenya
03.2018 - Current
Contact Centre Agent/Sales and Ticketing Agent
Kenya Airways
06.2012 - 03.2017
Intern
Serena Group of Hotels
03.2010 - 09.2010
Post Graduate Diploma - Customs Administration
Jomo Kenyatta University of Science and Technology
IATA Advanced Air Fares and Ticketing - undefined
Kenya Airways Pride Centre
Bachelor of Science Degree - Hospitality and Tourism Management
Kenyatta University