JAMES BASIL WASIKE
Travel Consultant
NAIROBI
Summary
To participate and contribute actively in the administration of a dynamic Tours & Travel organization/company, where I am able to develop and enhance my knowledge, skills and potential. I am keen on an organization that offers continuous opportunities for learning, growth and exploitation of ones’ ability.
Sales-oriented travel expert with excellent administrative skills and experience working for well-known agencies. Proven expertise in customer service and in resolving conflicts. Provide exceptional service and quality obtained from years of hands-on experience in corporate travel industry.
Overview
20
20
years of professional experience
Work History
Senior Travel Consultant
HIGHLIGHT TRAVEL (Trading as BCD Travel)
09.2017 - 06.2019
- Second in-charge of the daily implant operations as senior travel consultant, handling both travel and tours
- Holding implant quarterly review meeting with client to ensure alignment of operations and that SLAs are adhered to
- Preparation of weekly reports submitted to the head office to ensure continuous improvement of services at the implant
- Handling large volumes of bookings both locally and internationally with the accuracy and precision required
- Ensuring all issued tickets are invoiced to facilitate timely payments from clients
- In charge of bookings for high profile employees at the implant with the required discretion
- Booking all client transfers to and from destination conveniently
- Ensuring accurate hotel bookings and prompt invoicing of the same
- Continuously offering assistance to travelling clients as and when need arises
- Handling large group bookings at the implant.
Travel Consultant
Nestle Equatorial Africa
09.2009 - 06.2017
- Based at Nestle Equatorial Africa regional office as the travel consultant, handling seven regional country offices travel plans
- Kenya, Zimbabwe, Mauritius, Zambia, Uganda, Kinshasa and Angola
- Tasked to ensure that SLA’s were adhered too and reviewed as per work demand for compliance
- To advise staff on travel requirements, visa processing and booking airport transfers to ensure seamless travel
- Despite time differences all travel requests were promptly actioned to ensure staff travel meet their work demands
- Minimize the rate of abandoned calls by answering as many calls in an hour professionally, giving full sales and reservation information
- Handled all VIPs travel plans with the discretion required on arrival and departure from head office in Switzerland and the larger Europe
- Quoting correct Fares and Tariffs and issuance of correct ticket, PTA’s to maximize customer satisfaction and minimize complains on daily basis
- When I joined I was allocated 15 corporate accounts to handle by organizing travel arrangements professionally and quickly especially at the counter so as to minimize long waiting periods
- Process ticket refunds as requested by the customers within stipulated period of 4 weeks
- I have handled several other implant offices served by BCD travel, World Vision in Westland and Karen
- Organized and handled two conference held at KICC for African Population and Health Research Centre and Sanofi Aventis.
Reservations Agent/Privilege Club Coordinator
QATAR AIRWAYS
07.2008 - 06.2009
- Serve all passengers and travel Business professionally and quickly especially at the counter so as to minimize long waiting periods
- Minimize the rate of abandoned calls by answering a minimum of 15-20 calls in an hour professionally, giving full sales and reservation information
- Quoting correct Fares and Tariffs and issuance of correct ticket, PTA’s to maximize customer satisfaction and minimize complains on daily basis
- Process ticket refunds as requested by the customers within stipulated period of 2 weeks
- Perform a detailed daily flight firming checks to maximize flight utilization and reduce no-shows on daily basis
- Initiate and promote QR products and services to generate additional revenue at each opportunity on a daily basis
- Perform sales calls on travel agents with the sales team on monthly basis
- Charged with the duty of serving all the privilege club members with a dedicated desk at the front office
- Visiting Gold members to deliver their Gold card welcome packs
- Liaising with the head office in Doha Qatar concerning members data base.
Loyalty executive
KENYA AIRWAYS FLYING BLUE HELPDESK
08.2005 - 06.2008
- Attending to telephone inquiries from members
- Handling all queries complains from the outstations, Lusaka and Addis
- Including reconciliation of the accounts of taxes collected
- Authorized to deal with Paris for issue pertaining members accounts and bookings
- Handling correspondence and matters related to members’ accounts and their monthly statements
- Communicating with the head office to issue authorities for the award tickets booked at the helpdesk
- Handling walk-in complains of members at the front desk and providing solutions to there query within 72 hours
- Identifying members with double membership and taking remedial action
- Receiving, verifying and processing award request from members
- Keeping updated records of membership applications
- Arranging for replacement of members lost cards
- Handling all upgrades request and Serena certificates received, to ensure that all miles are credited and debited on members accounts.
Supervisor (Acting Administrator)
VISA HANDLING SERVICES LTD
07.2004 - 07.2005
- Setting up an office in Mombasa and overseeing all administrative operations
- Sending weekly reports to the head office in Nairobi
- Reconciling the weekly fee collections
- Banking weekly collections and sending the banking slips to the head office
- Liaising with the British High Commission on clients applications
- Advising clients on the appropriate way to lodge their applications
- Handling customer complaints and enquiries.
Customer service Agent
KLM DUTCH AIRLINES FLYING DUTCHMAN HELPDESK
04.2002 - 07.2004
- Overseeing daily activities of the trainees sent to the helpdesk and teaching them the operational functions of the systems used
- Attending to telephone inquiries from members
- Handling correspondence and matters related to members’ accounts and their monthly statements
- Communicating with the head office to issue authorities for the award tickets booked at the help desk
- Handling walk-in complaints of members at the front desk as well as assisting them with awards request booking
- Identifying members with double membership and taking remedial action
- Receiving, verifying and processing awards request from members on the award booking tool
- Keeping updated records of membership applications
- Arranging for replacement of members lost cards
- Handling all upgrades request and Serena certificates received, to ensure that all miles are credited and debited on members accounts
- Receiving and sorting mail from the head office, on the basis of physical and postal address.
Supplies & Marketing Assistant
BROADFIELDS LTD
11.1999 - 08.2000
- Attending to complaints from customers in liaison with the Managing Director
- Securing orders from customers and ensuring their prompt delivery
- Following up payments
- During my tenure at Broad fields Limited I increased the volume of business threefold
- Undertook any other duty assigned to me.
Education
Marketing
Kenya Institute of Management
Nairobi 04.2001 -
IATA Certification
Qatar Airways Credited Center
Qatar 04.2001 -
Skills
Analytical thinkingCommunicationReport writingConducting and compiling researchMarketingSocial and multiculturalPlanningTeamworkProblem solving
Exceptional Customer Service
Complex Problem-Solving
Special Needs Travelers
Administrative Tasks
Overseas Tours
Travel Insurance
Hotel Accommodations
Itineraries
Company Guidelines and Procedures
Travel Arrangements
Executive Travel
Client Relations
Education And Professional Qualification
- Certificate in Customer service training, Crestcom International, 01/2008, 01/2008
- International Travel and Tourism consultant, Compliance Institute of International studies, 09/2007, 09/2007
- Certificate in team building and cohesion, Outward bound trust of Kenya, 06/2007, 06/2007
- Marketing Research, Strathmore College, 01/2000, 07/2001
- Various computer packages, Strathmore College
Certificates Awarded
- Kenya Institute of Management Students Association (KIMSA) - Organizing Secretary to the Association
- Kenya Institute of Management Marketing Students Association (KIMMSA) - Representative to Marketing Students Association (Nairobi University)
References
- Available upon request.
Training
- Marketing Role and Practice in Kenya, 04/26/2001, Pan Afric Hotel - Nairobi
- Team Building, 09/02/2000, Depot (Dan Eldon’s Place of Tomorrow) - Nairobi
- Marketing Opportunities and Challenges in East Africa Community, 10/24/2000, Silver springs Hotel - Nairobi
Timeline
Senior Travel Consultant
HIGHLIGHT TRAVEL (Trading as BCD Travel)
09.2017 - 06.2019
Travel Consultant
Nestle Equatorial Africa
09.2009 - 06.2017
Reservations Agent/Privilege Club Coordinator
QATAR AIRWAYS
07.2008 - 06.2009
Loyalty executive
KENYA AIRWAYS FLYING BLUE HELPDESK
08.2005 - 06.2008
Supervisor (Acting Administrator)
VISA HANDLING SERVICES LTD
07.2004 - 07.2005
Customer service Agent
KLM DUTCH AIRLINES FLYING DUTCHMAN HELPDESK
04.2002 - 07.2004
Marketing
Kenya Institute of Management
04.2001 -
IATA Certification
Qatar Airways Credited Center
04.2001 -
Supplies & Marketing Assistant
BROADFIELDS LTD
11.1999 - 08.2000