Heather Gloriah Muchanga
Nairobi ,39
Summary
Driven by a problem-solving aptitude and exceptional communication skills, I significantly enhance customer satisfaction and operational efficiency at KENYA AIRWAYS. Specializing in customer relations and baggage handling, I adeptly navigated service disruptions, contributing to a notable improvement in service recovery outcomes. My professionalism and teamwork underpin a proven track record of delivering results in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Airline Customer Service Agent
KENYA AIRWAYS
03.2017 - Current
- Assist passengers with check-in, transfers, baggage placements and accommodation during disruptions, Layovers,or service recovery.
- Maximize revenue through collection of excess baggage charges, change of reservation and service charges.
- Used critical thinking to break down problems, evaluate solutions and make decisions in relation to damaged bags,missed connections and denied boarding compensations.while maintaining calm and personable demeanor.
- Reviewed tickets, identification, and passports to verify traveler identity during Check in.
- Baggage management such as monitoring unclaimed baggage as well as engaging outstations and ensuring baggage gets to the owner.
- Provided high level of customer service to each guest by engaging customer and using active listening and effective interpersonal skills.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
Hospitality Services Manager
JAMII REGENCY HOTEL AND APARTMENTS
01.2015 - 12.2015
- Planned and executed marketing activities to improve property brand and increase revenue.
- Managing guest bookings and inquiries on the website,booking.com and Airbnb platforms and maintaining a 5star rating.
- Implementing new ideas and providing recommendations for improving services to increase revenue.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions,tours visits and Airport to hotel transfers.
- Organized and booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
Administrative Assistant
WESTERN TRAVELLERS SACCO
01.2014 - 12.2014
- Answered multi-line phone system, routing calls, provide information on the company’s services and facilities.
- Schedule meetings and appointments.
- Maintain office supplies and equipment inventory by ensuring that stock levels are kept at par.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Managed filing system, entered data and completed other clerical tasks.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
Education
Certified Human Resource Professionals Course - Human Resources Management
College Of Human Resource Management
Nairobi06.2026
Certificate In World Tracer Management - World Tracer Management
Kenya Airways PLC
Nairobi08.2017
Certificate In Airline Passenger Services - Airline Passenger Services
Kenya Airways Pride Center
Nairobi08.2016
Certificate In Computer Applications - Computer Applications
Digital Opportunity Trust Center
Busia12.2010
Skills
- Problem-solving aptitude
- Customer Relations
- Cultural Awareness
- Exceptional communication
- Professionalism
- Baggage handling
- Teamwork and Collaboration
Timeline
Airline Customer Service Agent
KENYA AIRWAYS
03.2017 - Current
Hospitality Services Manager
JAMII REGENCY HOTEL AND APARTMENTS
01.2015 - 12.2015
Administrative Assistant
WESTERN TRAVELLERS SACCO
01.2014 - 12.2014
Certified Human Resource Professionals Course - Human Resources Management
College Of Human Resource Management
Certificate In World Tracer Management - World Tracer Management
Kenya Airways PLC
Certificate In Airline Passenger Services - Airline Passenger Services
Kenya Airways Pride Center
Certificate In Computer Applications - Computer Applications
Digital Opportunity Trust Center
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