Altea DCS
Ivy Someren
Customer Service Agent
Nairobi
Summary
Trustworthy and dedicated Customer Service agent with 6+ years of experience serving customers and operating register. Talented at correctly taking order information and serving to customers quickly. Cheerful when assisting customers with requests and meeting special needs.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Customer Service Cashier
Kenya Airways
07.2020 - Current
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Processed customer orders and accurately handled payment transactions.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Developed and managed relationships with customers to increase customer loyalty.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Answered product questions using knowledge of sales and store promotions.
- Maintained accurate records of customer transactions for reporting purposes.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
Customer Service Agent
Kenya Airways
07.2018 - 07.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
Education
Bachelor Of Science In Psychology - Psychology
Daystar University
Nairobi12.2025
Certificate - Passenger Handling
Pride Centre
Nairobi05.2018
Diploma - Human Resources Management
University of Nairobi
Nairobi12.2017
Kenya Certificate Of Secondary Education - High School
Don Bosco Secondary School
Embu12.2015
Skills
Drawer management
Customer Service
Data entry proficiency
Customer Relationship Management (CRM)
Financial shortage analysis
Payment collection
Cash register operation
Customer assistance
Cash Handling
Point of sale operation
Product and service sales
Product knowledge
Currency counting
Basic math skills
Accomplishments
- Participated in several marketing drives including launching of new routes, and CSRs.
- Participated in customer improvement projects for KQ ground services dept, projects like streaming lining of compensation payment to passenger i.e Denied boarding Compensation payment.
Software
Altea ARD
Sabre intract
Interests
Socializing
Debates
Science
Timeline
Customer Service Cashier
Kenya Airways
07.2020 - Current
Customer Service Agent
Kenya Airways
07.2018 - 07.2020
Bachelor Of Science In Psychology - Psychology
Daystar University
Certificate - Passenger Handling
Pride Centre
Diploma - Human Resources Management
University of Nairobi
Kenya Certificate Of Secondary Education - High School
Don Bosco Secondary School
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