Volunteering to the community especially young boys and girls about lifeskills
JOAN NGONGODI
Customer Service Agent
Nairobi County,Embakasi East Sub County
Summary
I am a Motivated Customer Service Representative with over 8.8 years of retail experience in fast-paced, team-based environments at JKIA under Kenya airways. I am Passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support, I am Proficient in customer service best practices and related options, I Effectively drive revenue with skilled promotional and problem-solving abilities.
I am a self Driven and proven successful at achieving established targets and team goals am a Personable and professional communicator with fluency in English and Swahili.
I have Basic experience in record keeping where it involves actively maintaining document databases for guests who are on transit which is easily accessible by other colleagues to find the documents and files that are needed. i have basic Knowledge of database management, data entry, am Honest, reliable and committed to keeping an efficient filing system.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
Work History
Customer Service Agent
Kenya Airways
Nairobi, Kenya
08.2013 - Current
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved over a number of customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided primary customer support to internal and external customers.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
Internship Customer Service Agent
Kenya Airways
Nairobi, Other
12.2012 - 04.2013
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Improved operations through consistent hard work and dedication.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Served customers and followed outlined steps of service.
- Used coordination and planning skills to achieve results according to schedule.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
- Participated in team-building activities to enhance working relationships.
Education
Bachelor of Science - Hospitality And Tourism
KENYATTA UNIVERSITY
Nairobi 09.2016 - Current
Skills
Outstanding communication skills
Certification
Certified Customer Service Agent- Kenya Airways Pride Center - 6months
Interests
Playing and watching Basketball
Travelling
Timeline
Bachelor of Science - Hospitality And Tourism
KENYATTA UNIVERSITY
09.2016 - Current
Customer Service Agent
Kenya Airways
08.2013 - Current
Internship Customer Service Agent
Kenya Airways
12.2012 - 04.2013
Certified Customer Service Agent- Kenya Airways Pride Center - 6months
10-2012
MCAS - Microsoft Certified Application Specialist- Pwani Computer College -2months
02-2012
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