Travelling, Reading, Art
June Gitau
CRM Administrator
Nairobi
Summary
Professional Summary Detail-oriented CRM Executive with 10 years of experience in Travel and Hospitality Industry. Proven ability to build relationships and maintain partnerships with top accounts to increase overall productivity and grow profit channels. Expands network connections by effectively determining and meeting customer needs, implementing price models and optimizing inventory control procedures.
Overview
5
5
years of post-secondary education
21
21
years of professional experience
Work History
CRM Executive
Plant Grow Limited
Nairobi, Nairobi
08.2018 - Current
- Drove performance initiatives, facilitating 35% revenue increase.
- Met with clients to discuss Sustainable Farming campaign efficiency and presented illustrative reports, including 8 months performance metrics and analysis.
- Aligned organizational objectives with company mission, increasing revenue, profit and business growth by collaboratively developing integrated strategies.
- Facilitated over 45% in annual business for 2 years.
- Fostered new business through participation in trade shows and initiating communications with prospective clients via phone and email .
Customer Service Manager
Select Line Limited
Nairobi, Nairobi
01.2011 - 05.2018
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
- Followed through with client requests to resolve problems.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Flight Purser
Emirates Airlines
Dubai, United Arab Emirates
01.2008 - 01.2010
- Flew national and international routes covering 89 different countries and complied with all flight rules in each location.
- Completed daily flights between international and domestic destinations in all weather conditions while remaining composed and poised.
- Observed aircraft safety systems and operational conditions and immediately reported issues to management.
- Prepared and distributed instructions and policy updates to all active crew before departing.
- Reviewed aeronautical charts and used navigational instruments during each flight and maintained strong knowledge of government and company regulations.
- Performed comprehensive checklists prior to takeoff to reduce possible safety issues.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Used coordination and planning skills to achieve results according to schedule.
- Delivered meal services to customer locations within specific timeframes.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Senior Flight Stewardess
Emirates Airline, Dubai
Dubai, United Arab Emirates
09.2006 - 01.2008
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Maximized storage space by directing passengers in correct ways of stow luggage in overhead compartments and under seats.
- Relayed updates and information to passengers after confirming key details with pilot and Flight Purser.
- Reassured and comforted passengers during turbulent flights and unavoidable delays.
- Demonstrated proper use of safety equipment, including seatbelts to inform and educate passengers prior to takeoff.
- Answered passengers' questions and provided solutions to issues arising during flights.
Cabin Crew Member
Emirates Airlines
Dubai, United Arab Emirates
01.2000 - 05.2006
- Maximized storage space by directing passengers in correct ways of stow luggage in overhead compartments and under seats.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Conducted complete and accurate audits of aircraft following cleaning and sanitization procedures.
- Reviewed, handled, assembled and removed passenger cabin furnishings to check cleaning quality.
- Enforced lost and found procedures for any items inadvertently left behind by travelers.
- Explained use of safety equipment, including seatbelts and oxygen masks and delivered in-depth safety presentations to passengers.
- Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
Customer Care Representative
Africa Online Limited
Nairobi, Kenya
01.1999 - 01.2000
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Education
Diploma - Graphic Design
Creative Arts Center
Nairobi 01.1998 - 01.2000
Diploma - Business Administration
Emirates Aviation College
United Arab Emirates 07.2006 - 11.2008
Certificate - Customer Relationship Management
Emirates Aviation College
United Arab Emirates 10.2008 - 12.2008
Skills
Business planning
Program oversight
Staff Management
Business Development
Customer service
Troubleshooting
Strategic Planning
Advanced problem solving
Interests
Timeline
CRM Executive
Plant Grow Limited
08.2018 - Current
Customer Service Manager
Select Line Limited
01.2011 - 05.2018
Certificate - Customer Relationship Management
Emirates Aviation College
10.2008 - 12.2008
Flight Purser
Emirates Airlines
01.2008 - 01.2010
Senior Flight Stewardess
Emirates Airline, Dubai
09.2006 - 01.2008
Diploma - Business Administration
Emirates Aviation College
07.2006 - 11.2008
Cabin Crew Member
Emirates Airlines
01.2000 - 05.2006
Customer Care Representative
Africa Online Limited
01.1999 - 01.2000
Diploma - Graphic Design
Creative Arts Center
01.1998 - 01.2000