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VICTOR LUMUMBA
Customer Service Specialist
Nairobi,Kenya
Summary
Experienced Customer Service Specialist with a strong background in the hospitality industry. Gained valuable experience as a Customer Care Intern at Jomo Kenyatta International Airport, Nairobi, a Customer Service Intern at Malindi Airport, and currently as a Customer Service Agent at Jomo Kenyatta International Airport, Nairobi. Expertise in baggage management, customer guidance, transit support, and reservation management. Highly skilled in conflict resolution and excels in providing passengers with exceptional service. Goal is to ensure seamless travel experiences and promptly resolve any issues. Well-rounded skill set and industry expertise to make a positive impact in the aviation field and welcome new opportunities to deliver top-tier customer service.
Overview
4
4
years of professional experience
15
15
years of post-secondary education
3
3
Languages
Work History
Customer Service Agent
Africa Flight Services
04.2022 - Current
- Verify passengers' travel documents during check-in to ensure accuracy and adherence to set standards and procedures.
- Ensure compliance with airline standards for check-in baggage and carry-on items
- Handle check-in baggage by properly tagging and organizing it
- Responsively address passenger requests for seat changes and other needs during check-in
- Direct passengers to boarding gates, restrooms, and other accessible airport facilities
- Accurately reconcile baggage and trace it using the Baggage Reconciliation System (BRS) for proper tracking and delivery
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Educated passengers on safety protocols throughout their journey, enabling them to feel secure during the flight.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
Customer Care Intern
Africa Flight Services
05.2021 - 12.2021
- Met and assisted passengers with special needs, ensuring their comfort by providing wheelchair assistance and physical support as necessary
- Offered baggage makeup services, ensuring the timely and accurate handling of passengers' luggage
- Handled passenger arrivals and baggage tracing, promptly addressing any baggage-related issues or concerns
- Assisted in the smooth transfer of passengers, ensuring their seamless transition between connecting flights
- Managed flight documentation, ensuring accurate processing and organized filing of essential documents
Customer Service Intern
Kenya Airports Authority
12.2020 - 02.2021
- Promptly responded to customers' inquiries, providing accurate and helpful information to address their needs and concerns
- Effectively handled and resolved customer complaints by identifying issues, providing solutions, and ensuring customer satisfaction
- Made pre-boarding and boarding announcements, ensuring passengers were well-informed and the boarding process was smooth
- Dedicated to fostering the best customer experiences by prioritizing passenger safety, comfort, and assurance while in the airport space
- Offered guidance and directions to travelers within the airport, helping them navigate facilities, services, and amenities
- Collaborated with airport staff and airlines to coordinate passenger services, such as baggage handling and seating arrangements
Education
Diploma - Airport Operations
01.2018 - 04.2020
Kenya Certificate of Secondary Education - undefined
01.2014 - 04.2017
Kenya Certificate of Primary Education - undefined
01.2004 - 04.2013
Skills
Complaint resolution
Accomplishments
- Recognized as a safety champion for consistently ensuring passengers' adherence to safety rules while on the airside.
- Attracted numerous potential customers by effectively addressing their service-related inquiries.
- Successfully implemented customer service policies and procedures, resulting in a significant reduction in negative customer feedback.
- Acknowledged for delivering top-notch meet and assist services to clients.
Affiliations
- International Customer Service Association
Interests
Teambuilding
Adventure trails
Reference
- Daphine Ngoge - Supervisor Africa Flight Services, Tel 0720057537
- Leonard Nyanje- Team leader Africa Flight Services , email leonard_nyanje@yahoo.com
- Isaiah Ngatia - Lecturer East African School of Aviation, 0726 102531 email : isaiahngatia9@gmail.com
Timeline
Customer Service Agent - Africa Flight Services
04.2022 - Current
Customer Care Intern - Africa Flight Services
05.2021 - 12.2021
Customer Service Intern - Kenya Airports Authority
12.2020 - 02.2021
East African school of Aviation - Diploma, Airport Operations
01.2018 - 04.2020
Butula Boys High school - Kenya Certificate of Secondary Education,
01.2014 - 04.2017
St. James Model Academy - Kenya Certificate of Primary Education,
01.2004 - 04.2013
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