Richard Murugu Wanjiku
Nairobi,Kenya
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
1
1
year of professional experience
Work History
DEBT COLLECTION AGENT
Chapeo Capital Limited
Nairobi, KE
10.2024 - 02.2025
- Managed customer accounts to ensure timely payments and adherence to agreements.
- Communicated with clients via phone and email regarding outstanding balances.
- Resolved disputes by negotiating payment plans with clients effectively.
- Collaborated with team members to share best practices in collections strategies.
- Monitored accounts for potential escalations and flagged issues promptly.
- Maintained up-to-date knowledge of compliance regulations affecting collections processes.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Contacted customers and explained debt management to encourage timely debt payments.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Participated in training sessions related to new technologies used by the company's collections department.
- Developed and maintained strong relationships with clients to facilitate payment collections.
Airport Passenger Service Agent
Tradewinds Aviation Services
Nairobi, KE
11.2023 - 04.2024
- Nairobi, Kenya
- Assisted customers with inquiries regarding flight schedules and services.
- Handled customer complaints effectively and provided timely resolutions.
- Collaborated with team members to ensure seamless service delivery.
- Developed positive relationships with clients to enhance customer satisfaction.
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Managed high-volume of inbound and outbound customer calls.
- Attended training sessions regularly to stay current on new products or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Managed documentation for shipments, verifying accuracy and completeness.
- Assisted passengers with check-in processes and boarding procedures.
- Provided information on flight schedules and gate changes to travelers.
- Handled customer inquiries and resolved travel-related issues promptly.
- Collaborated with airline staff to facilitate smooth passenger flow.
- Managed lost luggage claims and communicated updates to affected passengers.
- Answered customer questions regarding flight information, airport amenities, and travel regulations.
- Coordinated ground transportation services for arriving and departing passengers.
- Lifted or moved passenger luggage onto baggage belts and created bag labels to facilitate proper delivery.
- Liaised with ramp agents to load and unload wheelchairs, strollers and gate-checked bags.
- Verified identification of passengers for security purposes.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Ensured all safety protocols were followed during the check-in process.
- Oversaw employee work schedules and delegated daily assignments.
- Pushed wheelchairs with passengers through terminal and gate areas to ease transport.
- Assessed passenger's needs and abilities to deploy correct mobility equipment.
- Kept passengers informed by announcing important information about itineraries, flights and luggage.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
- Enforced airline policies such as smoking restrictions, carry-on item limits.
- Weighed luggage and collected fees for excess baggage.
- Greeted passengers and assisted with their inquiries.
- Maintained accurate records of passenger manifests and checked luggage tags.
- Demonstrated strong problem solving skills when dealing with difficult situations involving customers or personnel.
- Assisted customers with reservations, cancellations, and rebooking flights as needed.
INTERNSHIP - AIRPORT PASSENGER SERVICE AGENT
Tradewinds Aviation Services
Nairobi, KE
11.2023 - 04.2024
- Greeted passengers and assisted with check-in procedures.
- Provided information on flight schedules and gate changes to travelers.
- Coordinated with airline staff for smooth boarding processes.
- Monitored security protocols during passenger screening operations.
- Assisted individuals with special needs throughout the airport journey.
- Answered inquiries from customers regarding travel information.
- Provided assistance to unaccompanied minors during travel process.
- Assisted passengers in making flight connections.
- Provided boarding passes and luggage tags to customers.
- Checked in cargo according to airline specifications and regulations.
- Resolved customer complaints regarding flight delays or cancellations.
- Assisted disabled passengers during boarding, deplaning, and connecting flights.
- Monitored passenger activities at the gate area prior to departure.
- Liaised with ramp agents to load and unload wheelchairs, strollers and gate-checked bags.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
- Achieved cost-savings by developing functional solutions to problems.
Education
Diploma - International Air Cargo Management
Air Travel and Related Studies Centre
Kenya Certificate of Secondary Education -
Ruiru Kihunguro Secondary School
Kenya Certificate of Primary Education -
ACK St. Paul Mihuti Academy
Skills
- Customer service
- Interpersonal skills
- Negotiation
- Debt recovery
- Problem-solving
- Decision-making
- Financial acumen
- Attention to detail
- Organization
- Honesty
- Hardworking
- Effective communication
- Team player
- Ability to work independently
- Bilingual
- Team collaboration
References
- Mr. Charles Gakuu, Managing Director, Air Travel and Related Studies Centre, +254 721 380 590, cgakuu@airtravelstudies.co.ke
- Mr. Ibrahim Mtei, Head of Air Cargo Department, Air Travel and Related Studies Centre, +254 702 156 534, rahimamu@airtravelstudies.co.ke
Personal Information
- ID Number: 40330418
- Date of Birth: 08/26/03
- Nationality: Kenyan
Languages
English
Beginner
A1
Timeline
DEBT COLLECTION AGENT
Chapeo Capital Limited
10.2024 - 02.2025
Airport Passenger Service Agent
Tradewinds Aviation Services
11.2023 - 04.2024
INTERNSHIP - AIRPORT PASSENGER SERVICE AGENT
Tradewinds Aviation Services
11.2023 - 04.2024
Diploma - International Air Cargo Management
Air Travel and Related Studies Centre
Kenya Certificate of Secondary Education -
Ruiru Kihunguro Secondary School
Kenya Certificate of Primary Education -
ACK St. Paul Mihuti Academy