Prudence Kiprono
Nairobi
Summary
Customer-focused professional with over 3 years of experience in customer service operations, skilled in managing multiple accounts, handling inquiries,check-in, baggage processing, passenger handling and resolving complaints across various channels, including telephone and email. Adept at achieving KPIs, ensuring high call quality, and maintaining accurate case logs. A proactive team leader with experience in the aviation industry, delivering exceptional service to both internal and external customers.
Overview
4
4
years of professional experience
Work History
Unit Leader
Tradewinds Aviation Services
Nairobi, Kenya
08.2023 - Current
- Lead and manage departmental employees, setting performance goals and providing feedback.
- Resolved customer complaints professionally, achieving high satisfaction levels.
- Ensured smooth daily operations by overseeing schedules and delegating tasks.
- Worked closely with leadership to implement action plans that enhanced customer service and operational efficiency.
Passenger Services Agent
Tradewinds Aviation Services
Nairobi, Kenya
03.2021 - Current
- Managed customer inquiries and resolved issues with reservations, baggage, and flight updates.
- Provided exceptional service to passengers, processing reservations, boarding passes, and baggage efficiently.
- Achieved high customer satisfaction by effectively communicating updates and addressing concerns.
- Collaborated with flight and ground crews to ensure seamless operations during arrivals and departures.
- Utilized PA systems to announce updates, contributing to smooth passenger experiences.
Education
Diploma of Higher Education: Aircraft and Passenger handling -
East African School of Aviation
Nairobi, Kenya 06.2021
IATA Certificate: Airline cabin crew -
East African School of Aviation
Nairobi, Kenya 09.2019
Skills
- Customer Service Excellence
- Contact Center Operations
- Multi-Account Management
- KPI Achievement
- Quality Assurance
- Microsoft Office (Word, Excel)
- Professional Telephone Etiquette
- Effective Communication Skills
Languages
English
Bilingual or Proficient (C2)
Swahili
Bilingual or Proficient (C2)
Timeline
Unit Leader
Tradewinds Aviation Services
08.2023 - Current
Passenger Services Agent
Tradewinds Aviation Services
03.2021 - Current
Diploma of Higher Education: Aircraft and Passenger handling -
East African School of Aviation
IATA Certificate: Airline cabin crew -
East African School of Aviation