Jackline Mwende Mugambi
Mombasa
Summary
Detail-oriented Travel Advisor skilled in customer support and GDS-based reservations. Manages holiday packages, visa guidance, and group bookings while ensuring accurate itinerary changes and prompt issue resolution. Delivers exceptional service through effective communication and meticulous attention to detail.
Overview
8
8
years of professional experience
Work History
TRAVEL ADVISOR
KENYA AIRWAYS
MOI INTERNATIONAL AIRPORT-MOMBASA
01.2024 - Current
- Assisted customers in selecting holiday packages tailored to their preferences
- Advise travel requirement including visa and travel insurance
- Inform passengers any changes in their trip
- Issue group bookings
- Processed customer refund requests accurately and promptly
- Generated sales leads by providing targeted discounts
CUSTOMER EXCELLENT CENTER – EUROPE AND USA SUPPORT
KENYA AIRWAYS
01.2021 - 12.2023
- Resolved customer complaints to enhance satisfaction and loyalty.
- Collected and analysed customer feedback to inform service improvements.
- Processed new bookings, reservation changes, and refund requests to ensure seamless customer experiences.
- Processing orders and transactions.
- Responding to customers' reviews.
- Delivering information about company offers.
- Processed customer requests for ticket upgrades efficiently.
- Making special service requests for customers.
- Identified potential customers through market research.
CUSTOMER EXCELLENT CENTER – NAIROBI DESK
KENYA AIRWAYS
01.2019 - 12.2020
- Ticketing flights – work with different forms of payments, display E-tickets, and issue itinerary receipts.
- Revalidating and reissuing E-ticketing-revalidate of staff tickets, reissue of tickets both manually and automatic reissue.
- Processed e-ticket refunds, distinguishing between voluntary and involuntary refund types to ensure compliance.
- Issued electronic miscellaneous documents (EMD), categorising between associated (A) and stand-alone (S) EMD types for various services such as accommodation and baggage.
- Pricing itineraries – How to price booking using lowest price tab, all prices tad and advanced price tab.
- Price passengers with cabin baggage, also calculate excess baggage rate.
- Managed transitional stored tickets (TST) by displaying, splitting, deleting, and tracking TST history.
- Adding special service requests on booking, relevant remarks on booking.
- Checking baggage – able to advise guests about any delayed bag using word tracer site.
- Facilitated upgrades from economy to business class for guests. - upgrading guests from economy to Business class.
SALES AND TICKETING AGENT
KENYA AIRWAYS CUSTOMER EXCELLENT CENTER
10.2018 - 01.2019
- Made and confirmed reservations for passengers to ensure seamless travel experiences.
- Engaged in active phone services to assist customers with inquiries and bookings.
- Provided discounts and special deals after receiving authorization.
- Consistently offered a high level of customer service.
- Resolved passenger booking issues to enhance customer satisfaction.
- Providing accurate information and advice.
- Flight disruption management.
Education
Kenya Certificate of Secondary Education -
Chuka Girls High School
12-2015
Kenya certificate of Primary Education -
Mallai Academy
12-2011
Certificate - Amadeus(altae) reservation and ticketing
Kenya Airways Pride Center
09-2018
Diploma - Travel and Tourism Consultant
Kenya Airways Pride Center
09-2018
Diploma - Travel and Tourism Foundation
Kenya Airways Pride Center
09-2018
Aviation and Security training -
Kenya Airways Pride Center
09-2018
Skills
- Sales and ticketing
- GDS expertise
- Baggage management
- Customer service excellence
- Excellent customer service skills
- Professional communication
- High degree of accuracy and attention to detail
- Efficient multitasking
- Self-directed prioritisation
- Teamwork facilitation
- Cross-functional collaboration
- Adaptability and flexibility
- Strong work ethic
- Microsoft Office proficiency
- Ability to use a web browser and search the Internet
- Customer service excellence
REFEREES
- Pauline, Wambui, Training Officer, pauline.wambui@kenya-airways.com, +254721834041, KQ Pride Center, Embakasi
- Geoffrey, Soomuli, Supervisor, geoffrey.soomuli@kenya-airways.com, +254716040786, Kenya airways customer excellent center
- Isaiah, Afwande, Supervisor, isaiah.awande@kenya-airways.com, 254720826631, Kenya airways customer excellent center
- Kenneth, Sanga, Supervisor, Kenneth.Sanga@kenya-airways.com, 254723950450, Kenya airways Moi international Airport
- Joan, Nganga, Supervisor, Joan.Nganga@kenya-airways.com, 254721499381, Kenya airways Moi international Airport
INTEREST AND ACTIVITIES
Travelling., Reading inspirational books., Reading travel magazines., Making friends and participating in community work.
Timeline
TRAVEL ADVISOR
KENYA AIRWAYS
01.2024 - Current
CUSTOMER EXCELLENT CENTER – EUROPE AND USA SUPPORT
KENYA AIRWAYS
01.2021 - 12.2023
CUSTOMER EXCELLENT CENTER – NAIROBI DESK
KENYA AIRWAYS
01.2019 - 12.2020
SALES AND TICKETING AGENT
KENYA AIRWAYS CUSTOMER EXCELLENT CENTER
10.2018 - 01.2019
Kenya Certificate of Secondary Education -
Chuka Girls High School
Kenya certificate of Primary Education -
Mallai Academy
Certificate - Amadeus(altae) reservation and ticketing
Kenya Airways Pride Center
Diploma - Travel and Tourism Consultant
Kenya Airways Pride Center
Diploma - Travel and Tourism Foundation
Kenya Airways Pride Center
Aviation and Security training -
Kenya Airways Pride Center