IRENE WAIRIMU KUIRA
SENIOR CUSTOMER SERVICE AGENT
Nairobi,72583
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Aviation industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
13
13
years of post-secondary education
4
4
Certificates
Work History
Senior Passenger Service Agent
Swissport
Nairobi , Nairobi
03.2023 - Current
- Tagged baggage and routed to appropriate location for loading and screening.
- Announced flight status updates and information about gate changes over PA system.
- Oversaw ticketing, gate and ramp services.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Escorted handicapped passengers from terminal to aircraft.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
- Monitored and processed ticket sales, refunds and upgrades to meet diverse passenger needs.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Managed large volumes of incoming and outgoing calls, accurately providing information to customers.
- Prepared detailed passenger manifests and other reports to meet organizational needs.
- Processed customer payments and enforced compliance with financial regulations.
- Developed and implemented strategies to minimize customer wait times.
- Monitored security and maintained operational protocols.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Produced and shared customer service reports to support management decision-making.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided follow through on all calls with confirmations and dissemination of requested information.
Passenger Service Agent
Kenya Airways PLC
Nairobi, Nairobi
02.2012 - 04.2021
- Oversaw ticketing, gate and ramp services.
- Announced flight status updates and information about gate changes over PA system.
- Tagged baggage and routed to appropriate location for loading and screening.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Managed large volumes of incoming and outgoing calls, accurately providing information to customers.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Monitored and processed ticket sales, refunds and upgrades to meet diverse passenger needs.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Processed customer payments and enforced compliance with financial regulations.
- Developed and implemented strategies to minimize customer wait times.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Monitored security and maintained operational protocols.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Produced and shared customer service reports to support management decision-making.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Data Entry Clerk
SBO Kenya
Nairobi, Nairobi
10.2011 - 02.2012
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Scanned documents and saved in database to keep records of essential organizational information.
- Collated and organized data entry documents into filing systems for easy access.
- Organized, sorted, and checked input data against original documents.
- Secured and protected data from unauthorized access by complying with security protocols.
- Completed data entry tasks with accuracy and efficiency.
- Sorted documents and maintained organized filing process.
- Followed established procedures to enter and process data correctly.
- Developed data entry policies and procedures in compliance with company standards.
- Developed and maintained databases to store customer information.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Verified accuracy of data entered into system to produce error-free reports.
- Created and maintained data entry logs to track data entry activities.
- Resolved discrepancies in data entry activities for accurate, complete jobs.
- Checked for accuracy by verifying data and records.
- Corrected data entry errors to prevent duplication or data degradation.
- Created spreadsheets for more efficient recordkeeping.
- Built and maintained tracking databases for variety of measuring aspects.
- Conducted audits of existing data entry processes.
- Compared transcribed data with source document to detect and correct errors.
- Developed and implemented data entry operations.
Education
Kenya Certificate Of Primary Education - Primary School
Ndii-ini Primary School
Kiambu 01.1997 - 11.2004
Certificate - Certificate in Airline Passenger Handling
Kenya Airways Pride Centre
Nairobi 05.2010 - 10.2010
Kenya Certificate Of Secondary Education - High School
Komothai Girls Technical High School
Kiambu Kenya 02.2004 - 11.2008
Skills
Ticketing
Check-in processes
Customer service management
FAA regulations
Baggage handling
Fares calculations
Performance improvements
Reservations
Employee training
Transportation information
Telephone reservations
Friendly service mentality
Boarding gate procedures
Hotel accomodations
Public Announcements
Certification
SUBSTRATE PRINTING PROCESSES AND CANADIAN DOCUMENTS
Timeline
Senior Passenger Service Agent
Swissport
03.2023 - Current
UNITED KINGDOM TRANSIT RULES
05-2018
SKYTEAM HOSPITALITY TRAINING
11-2016
SUBSTRATE PRINTING PROCESSES AND CANADIAN DOCUMENTS
05-2016
CUSTOMER SERVICE
11-2012
Passenger Service Agent
Kenya Airways PLC
02.2012 - 04.2021
Data Entry Clerk
SBO Kenya
10.2011 - 02.2012
Certificate - Certificate in Airline Passenger Handling
Kenya Airways Pride Centre
05.2010 - 10.2010
Kenya Certificate Of Secondary Education - High School
Komothai Girls Technical High School
02.2004 - 11.2008
Kenya Certificate Of Primary Education - Primary School
Ndii-ini Primary School
01.1997 - 11.2004