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 - 2018.05
High school -
Kerwa Secondary School
Kikuyu, 13 01.2011 - 2014.05
Skills
Ability to work under pressure in challenging environments
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 - 2018.05
High school -
Kerwa Secondary School
01.2011 - 2014.05
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