Esther Karanja
Murang'a, Murang'a District
Summary
Versatile and results-driven professional with extensive experience in customer service, cargo operations, and multi-industry sales. Proven ability to deliver exceptional customer experiences across various sectors, including aviation, logistics, and retail. Adept at managing complex cargo processes, building client relationships, and driving sales performance. Recognized for strong communication skills, problem-solving abilities, and a proactive approach in fast-paced and customer-focused environments.
Overview
9
9
years of professional experience
4
4
Certifications
2
2
Languages
Work History
CUSTOMER SERVICE AGENT, CARGO
KENYA AIRWAYS
09.2024 - Current
- Handle cargo bookings, check space availability, and confirm shipments in line with airline policies.
- Prepare and verify shipping documentation, including AWBs and customs paperwork.
- Respond to customer inquiries regarding shipment status, pricing, and delivery timelines.
- Coordinate with warehouse teams and ground handlers to ensure timely cargo movement.
- Maintain compliance with IATA and local regulatory guidelines.
- Manage customer complaints professionally, ensuring resolution and satisfaction.
- Provide support for freight and logistics operations including booking and tracking.
- Assist in document verification and entry into the cargo management system.
- Communicate with clients and internal teams regarding shipment schedules and updates.
- Maintain a high level of professionalism when interacting with customers, ensuring positive experiences.
- Utilize strong problem-solving skills to quickly identify and address customer issues.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
CUSTOMER SERVICE AGENT INTERN,CARGO
KENYA AIRWAYS LIMITED
04.2024 - 09.2024
- Supported in the preparation of cargo documentation (e.g., Air Waybills, manifests, invoices).
- supported the cargo department in handling customer inquiries, managing shipments, and ensuring smooth coordination between customers, operations, and logistics. The role involves both administrative and customer-facing tasks.
- Enterered shipment details into internal systems.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
SALES EXECUTIVE
MUREITHI VALUERS [M-VAL]
01.2023 - 11.2023
- Organized promotional events and materials.
- Identify and approach prospective clients for property sales or valuation services.
- Build and maintain strong client relationships to encourage repeat business and referrals.
- Provide property advice tailored to client needs (buying, selling, or investing).
- Market residential, commercial, or industrial properties to potential buyers.
- Conduct property viewings and open houses.
- Negotiate deals between buyers and sellers to close sales.
- Ensure smooth documentation and transaction processes.
- Stay updated with current real estate market trends, prices, and competitor activities.
- Use local market knowledge to recommend strategic sales or pricing approaches.
- Provide market insights to clients for informed decision-making.
ENTREPRENEUR
SELF EMPLOYED
07.2019 - 11.2022
- Built strong brand recognition and customer loyalty by delivering high-quality products and services consistently over time.
- Improved customer satisfaction with exceptional project management skills and timely delivery of products and services.
- Managed financial aspects of the business including budgeting, forecasting, cash flow management, and financial reporting to stakeholders.
- Determined business plan, mission statement, and vision.
CUSTOMER SERVICE REPRESENTATIVE
PREMIER HOSPITAL
05.2018 - 06.2019
- Ensured that patients, families, and visitors have a positive experience,
- Receive calls and connect calls using a switchboard
- Patient interaction and support.
- Update and maintain accurate patient records.
- Collect and process payments or co-pays.
- Verify insurance information and authorizations.
- Prepare reports or documentation as needed.
RECEPTIONIST
DIVERSITY GROUP LIMITED
08.2017 - 06.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
CUSTOMER SERVICE AGENT INTERN,CARGO
KENYA AIRWAYS LIMITED
03.2017 - 06.2017
- Respond to customer inquiries regarding shipment status, pricing, and delivery timelines.
- Coordinate with warehouse teams and ground handlers to ensure timely cargo movement.
- Maintain compliance with IATA and local regulatory guidelines.
- Manage customer complaints professionally, ensuring resolution and satisfaction.
Education
DIPLOMA IN AIR CARGO -
KENYA AIRWAYS PRIDE CENTRE
Nairobi, Nairobi Province, Kenya 04.2001 -
COMPUTER PACKAGES -
KIAMBU INSTITUTE OF BUSINESS STUDIES
Kiambu, Kiambu District, Kenya 04.2001 -
KENYA CERTIFICATE OF SECONDARY EDUCATION. - C PLAIN
OUR LADY OF CONSOLATA MUGOIRI GIRLS HIGH SCHOOL
Murang'a, Murang'a District, Kenya 04.2001 -
KENYA CERTIFICATE OF PRIMARY EDUCATION - 305 MARKS
KABATI CENTRAL ACADEMY
Murang'a, Murang'a District, Kenya 04.2001 -
Skills
Problem solving
Excellent communication
Time management
Target orientation
Negotiation and persuasion
Adaptability
Team work and collaboration
Certification
ICMS SYSTEM TRAINING
HOBBIES
Travelling
Swimmming
Reading
REFFERIES
ISMAIL ALBASHIR
Special product manager
Kenya Airways.
+254799495025.
GETRUDE MNYAZI
Head customer relations.
Premier Hospital,
+254706982681.
LAZARO GAKANGA
Administrator,
Mureithi valuers.
+254721896706
Timeline
CUSTOMER SERVICE AGENT, CARGO
KENYA AIRWAYS
09.2024 - Current
CUSTOMER SERVICE AGENT INTERN,CARGO
KENYA AIRWAYS LIMITED
04.2024 - 09.2024
SALES EXECUTIVE
MUREITHI VALUERS [M-VAL]
01.2023 - 11.2023
ENTREPRENEUR
SELF EMPLOYED
07.2019 - 11.2022
CUSTOMER SERVICE REPRESENTATIVE
PREMIER HOSPITAL
05.2018 - 06.2019
RECEPTIONIST
DIVERSITY GROUP LIMITED
08.2017 - 06.2018
CUSTOMER SERVICE AGENT INTERN,CARGO
KENYA AIRWAYS LIMITED
03.2017 - 06.2017
DIPLOMA IN AIR CARGO -
KENYA AIRWAYS PRIDE CENTRE
04.2001 -
COMPUTER PACKAGES -
KIAMBU INSTITUTE OF BUSINESS STUDIES
04.2001 -
KENYA CERTIFICATE OF SECONDARY EDUCATION. - C PLAIN
OUR LADY OF CONSOLATA MUGOIRI GIRLS HIGH SCHOOL
04.2001 -
KENYA CERTIFICATE OF PRIMARY EDUCATION - 305 MARKS
KABATI CENTRAL ACADEMY
04.2001 -
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