Priscilla Kathari
Nairobi
Summary
Career Objectives To constant learn and upgrade my Sales/Customer Service/ Public Relations/ Administration/ Communications/ and Sales Marketing/ skills. I am seeking to work in a busy and challenging environment. Under minimum supervision and Rise through the ranks of management level while exercising my abilities to the fullest. Personable and dedicated Customer Service Representative with extensive experience in aviation industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialising in quality, speed and process optimisation. Articulate, enthusiastic and results-orientated with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Senior Reservations and Customer Service Agent
Flightlink Ltd
Nairobi, Kenya
03.2025 - Current
- Handle flight reservations, ticketing, and itinerary changes for passengers.
- Provide professional assistance to customers at check-in counters and boarding gates.
- Manage booking systems, fare quotations, and seat allocations accurately.
- Respond to customer inquiries regarding flight schedules, baggage policies, and travel requirements.
- Coordinate with airlines and ground operations teams to ensure smooth passenger handling.
- Process payments and issue travel documents in compliance with company and aviation policies.
- Handle customer complaints with patience and professionalism, ensuring high service recovery.
- Promote company products and services to enhance the travel experience.
- Maintain accurate passenger and reservation records in the system.
- Resolved customer queries over phone and by email.
- Assisted customers with product-related questions, feedback and complaints.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Built meaningful connections with customers to promote customer loyalty.
- Consistently went extra mile to achieve customer satisfaction.
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
Sales and Ticketing/Customer Service Supervisor
SAFARILINK AVIATION LTD
Mombasa, Kenya
03.2022 - 02.2023
- Providing leadership and oversight for the sales and marketing function
- Developing and maintaining viable marketing strategies to meet the organizational objectives
- Conduct client check-ins, upsell/cross-sell accounts and address client market share concerns.
- Manage a Specified Sales Pipeline and develop a strategy for long-term sustained success.
- Work within a team to manage the client relationship and retain and build account revenue.
- Identity Prospects and quality leads.
- Responds to customer complaints and ensure customer satisfaction.
- Supervised and observed team activities, offering praise and constructive feedback.
- Proactively monitored employee and customer feedback to identify ways of improving operations and increase profits.
- Audited work and customer service processes to identify improvement areas.
- Dealt with complex and difficult customer complaints calmly and professionally, providing effective solutions for continued customer satisfaction.
- Identified ongoing issues and implemented solutions to maintain optimum service levels.
- Achieved outstanding customer satisfaction through effective team management.
- Managed team of customer service representatives, fostering an environment focused on high-quality client support.
Reservation & Ticketing/Customer Service-Manager
FLY 540 AVIATION LTD
Mombasa, Kenya
04.2012 - 02.2022
- Contacted Customer to advise on travel conveyance changes and to confirm reservations.
- Developed and implemented promotional strategies to boast airline bookings.
- Explained airlines policies regarding purchases cancellation and transfers
- Issued personal business and corporate bookings.
- Generating and pursuing new client's opportunities.
- Processed reservations coordinated stand-by and maintained cabin availability.
- Maintained an in-depth understanding of company products and services, providing accurate information to customers and team members.
- Collaborated with cross-functional teams to streamline service processes, enhancing efficiency and customer experience.
- Conducted regular performance reviews with team members, setting clear objectives and providing constructive feedback.
Education
Diploma - IATA Airline Management
Mombasa Aviation Training Institute
Mombasa01.2007
Skills
- Aviation Industry Knowledge
- Issue Resolution
- Teamwork
- Sales expertise
- Organization and time management
- Excellent negotiation Skills
- Ability to multitask
- Customer service
- Communication skills
- Versatility
- Adaptability
- Knowledge of routine airport procedures
- Flights management
- Ticketing
- Reservation bookings
- Ability to meet tight deadlines
- Flexibility in working hours
- Efficiency
- Problem solving skills
- Prompt service
- Sales strategies
- Marketing strategies
- Team leadership
- Excellent communication skills
- Complaint handling
Languages
Fluent in spoken and written English
Fluent in spoken and written Swahili
References
Judith Kavita, Fly 540 Branch Manager, 0721422581
Timeline
Senior Reservations and Customer Service Agent
Flightlink Ltd
03.2025 - Current
Sales and Ticketing/Customer Service Supervisor
SAFARILINK AVIATION LTD
03.2022 - 02.2023
Reservation & Ticketing/Customer Service-Manager
FLY 540 AVIATION LTD
04.2012 - 02.2022
Diploma - IATA Airline Management
Mombasa Aviation Training Institute