VENESSA EGALAHA
Nairobi
Summary
Experienced customer service agent with a proven track record of delivering exceptional results. Known for a warm, friendly, and pleasant personality, consistently striving to provide the highest level of service to customers. Over three years of industry experience, dedicated to continuous improvement and achieving excellence to exceed expectations and ensure customer satisfaction.
Overview
7
7
years of professional experience
Work History
Ground Handling Agent
Nas Signon Limited
03.2024 - Current
- Maintained professional appearance aligning with corporate uniform standards.
- Facilitated seamless customer transitions.
- Contributed to elevating revenue generation for aviation company while preserving superior service standards.
- Maintained systems and equipment in optimal working condition.
- Executed superior customer support as outlined in SLA guidelines.
- Ensure relentless commitment to honesty and integrity.
Customer Service Agent
Swissport Kenya
10.2021 - 03.2024
- Delivered exceptional customer service by adhering to service level agreements.
- Enhanced airline revenue collection while ensuring high-quality service.
- Maintain systems, equipment, and stationery in optimal condition before check-in.
- Consistently adhered to strict ethical principles.
- Streamlined the transfer process for customers.
- Ensured timely and clear information transmission to avoid service gaps.
- Verified travel documentation compliance for passengers before departure.
- Upheld corporate attire and grooming protocols.
Front desk agent
Voi Wildlife Lodge
09.2019 - 12.2019
- Making and confirming reservations for guests
- Welcoming guests in a friendly manner,checking-in guests into the hotel protel software and briefing the guests on mealtimes, happy hours and available excursions
- Taking detailed messages for individuals who are not available to accept calls
- Acted as sales personnel between a hotel guest and local travel companies and tour operators
- Maximized customer satisfaction by responding to guests’ complaints in time
- Improved efficiency by compiling records of checked in and checked out guests and wild animals spotted at the lodge
- Printing, photocopying and scanning documents for guests and staff
Tour guide
African fund for endangered wildlife
05.2018 - 02.2019
- Managing itineraries; taking students on school ecology trips and educating them about conservation and the environment
- Receiving students at Giraffe Centre and educating them about giraffes and the need and ways of conserving the environment
- Holding workshops for trainers on education for sustainable development
- Customer service; receiving guests, educating them about conservation and giving guided nature trail walks through the Centre’s sanctuary
- Managing the feeding of giraffes
Education
Bachelor of science (BSc) - Hospitality and Tourism management
Kenyatta University
Nairobi07.2019
Skills
- Office practices and administrative procedures Keeping record of guests’ data and the wildlife spotted everyday in an organised manner,ensuring 100% efficiency
- Sound knowledge of departure control system
- Knowledge in alteacm system
- Team player
- Proactive and results oriented
- Good communication and interpersonal skills
- Computerskills- Proficiency in microsoft(MS)word, excel, powerpoint and outlook
- Self motivated
- Training joining staff
Timeline
Ground Handling Agent
Nas Signon Limited
03.2024 - Current
Customer Service Agent
Swissport Kenya
10.2021 - 03.2024
Front desk agent
Voi Wildlife Lodge
09.2019 - 12.2019
Tour guide
African fund for endangered wildlife
05.2018 - 02.2019
Bachelor of science (BSc) - Hospitality and Tourism management
Kenyatta University
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