PAULINE WAMBUI NDERITU
CUSTOMER SERVICE
NAIROBI
Summary
My ability and intent to work in a challenging environment that will tap and utilize my ability and skills on diverse customer based service but also help develop my career and impact on others for posterity.
To contribute meaningfully towards successful implementation of sound policies and administrative strategies within an organization.
To advance in gaining new knowledge, skills and experience through continuous learning process.
To work towards execution of duty professionally with competency to achieve Organization objectives alongside gaining skills.
Overview
1
1
year of professional experience
Work History
Customer Service -Karibu Team and Arrival Services
Kenya Airways KQ
07.2021 - 08.2021
- Collaborated with key airport agencies and teams to receive arriving guest and guide to the airport terminal for improving the overall customer experience.
- Received special service customers and facilitate in document processing for arrival and transfers
- Participated actively in company standard operating procedures aimed at refining customer service initiatives.
- Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
Customer Service Agent -Gate Boarding and Transfer
Kenya Airways KQ
06.2021 - 07.2021
- Assisted in Improved overall on-time-departure by coordinating with departure processing for customers with short connection flights.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers in effort of service recovery.
- Effectively managed escalations from dissatisfied customers, working closely with Senior staff and supervisors to ensure timely resolutions that maintained KQ brand reputation.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
Customer Service Agent- Check-in Agent
Kenya Airways KQ
03.2020 - 04.2020
- Adapted seamlessly to ALTEA Departure Control systems for Customer Management in passenger and baggage acceptance processes to issue passenger boarding pass.
- Enhanced customer satisfaction and improved efficiency by assisting passengers with self service check-in machines to minimize ques.
- Clearly communicated KQ Customer service products, sky team loyalty program benefits to help customers make informed decisions about ancillary purchases.
- Improved overall efficiency by attending and providing constructive feedback during peer- peers team breifings.
Education
Bachelor of Science - Criminology
AFRICA NAZARENE UNIVERSITY
Nairobi, Rongai 04.2001 -
Certificate in Airline Passenger Services - Passenger Handling Procedures
KQ Academy - Pride Centre
Nairobi, Embakasi 04.2001 -
Certificate in Secondary Education (Grade C+) -
MURUGURU SECONDARY SCHOOL
04.2001 -
Certificate in Primary Education (Grade B) -
PEAK VIEW ACADEMY
04.2001 -
Skills
I am of positive attitude, intuitive, and have the ability to work independently with multi-nationals and cultures to deliver a work able solution to personalized expectation
As part of team, I have organizational skills, problem solving capabilities to meet the expected goals
Proficient in MS Office packages, Internet, e-mail and other relevant computer applications
I Possess excellent presentation skills and communicate very well both orally and Written, fluent in English and Kiswahili
Timeline
Customer Service -Karibu Team and Arrival Services
Kenya Airways KQ
07.2021 - 08.2021
Customer Service Agent -Gate Boarding and Transfer
Kenya Airways KQ
06.2021 - 07.2021
Customer Service Agent- Check-in Agent
Kenya Airways KQ
03.2020 - 04.2020
Bachelor of Science - Criminology
AFRICA NAZARENE UNIVERSITY
04.2001 -
Certificate in Airline Passenger Services - Passenger Handling Procedures
KQ Academy - Pride Centre
04.2001 -
Certificate in Secondary Education (Grade C+) -
MURUGURU SECONDARY SCHOOL
04.2001 -
Certificate in Primary Education (Grade B) -
PEAK VIEW ACADEMY
04.2001 -