Grace Wanjiku
Cabin Crew
Nairobi
Summary
Friendly reservation agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering 4 years of experience in the tourism industry. As a passionate and dedicated individual with a love for customer service , travel and excellent communication skills, I am committed to ensuring the safety and comfort of passengers throughout their journey.
Overview
5
5
years of professional experience
3
3
Certifications
1
1
Language
Work History
Reservations Assistant
Classic Safaris
12.2023 - Current
- Managed reservations for hotel bookings, air tickets, and ground transport for high-profile clients, ensuring 100% accuracy and timely delivery of travel arrangements
- Responded to customer inquiries, provided product recommendations, and resolved concerns, contributing to 20% increase in sales and customer retention
- Maintained perfect attendance record, ensuring reliability and consistent support for sales team and overall operations.
- Leveraged strong communication skills when liaising between guests, hotel departments, and external vendors or partners regarding reservations matters.
Call Center Agent
Jambojet
09.2019 - 09.2023
- Responded to customer requests for products and services, maintaining 95% customer satisfaction rate and contributing to 20% of sales
- Assisted an average of 300 passengers daily, ensuring their comfort and safety while delivering exceptional in-flight service
- Informed clients of essential travel information, such as travel times, transportation connections and medical requirements to facilitate quality service, which improved overall on-time performance.
Education
Diploma in Travel and Tourism Management -
Kenya Utalii College
Nairobi , Kenya 09.2015 - 05.2018
High school -
Kerwa Secondary School
Kikuyu, 13 01.2011 - 05.2014
Skills
Ability to work under pressure in challenging environments
Capacity to resolve customer issues efficiently
Empathy and understanding of customer needs
Excellent customer service capacity with exemplary attention to detail
Flexibility to work on short notice
Outstanding communication skills in English
Certification
Occupational Health, 05/2022, 05/2022, Falcon Environs
Volunteer Experience
Jambojet, 05/2022, 06/2023, Safety committee, Nairobi
Timeline
Reservations Assistant
Classic Safaris
12.2023 - Current
Call Center Agent
Jambojet
09.2019 - 09.2023
Diploma in Travel and Tourism Management -
Kenya Utalii College
09.2015 - 05.2018
High school -
Kerwa Secondary School
01.2011 - 05.2014