Interior Design
WANDA WANYANGA
RESERVATIONS AGENT
Nairobi,Kenya
Summary
Dedicated Customer Service professional and Reservations Agent with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
13
13
years of post-secondary education
2
2
Certifications
Work History
Reservation Support
Niarra Travel
Nairobi, Kenya
2022.05 - 2022.08
- Conducted research on the East African luxury product, gathered information from multiple sources and presented results.
- Attended on line training and site inspections, compiled and presented the information to the team.
- Cpo-ordinated with my line manager to ensure smooth customer service ecperience their destinations.
- Carried out day-to-day duties accurately and efficiently.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Identified issues, analyzed information and provided solutions to problems.
Call center Agent
CCI Kenya, Altice
Nairobi, USA
2020.08 - 2020.11
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Maintained high levels of customer satisfaction and retention by making call backs to client.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Resolved concerns with products or services to help with retention and drive sales.
Check-in and Reservations Agent
Silverstone Air Limited
Nairobi, Kenya
2018.06 - 2020.01
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Processed order transactions and provided customers with detailed itineraries, tickets and receipts.
- Followed-up on will-call orders to verify attendance and contacted previous or cancellation list customers to fill available or newly opened spaces.
- Provided schedule, routing and fare information to assist customers with ticket purchases.
Reservation Sales Agent
East African Safari Air Express Limited and Five Forty Aviation Limited
Niarobi, Kenya
2016.03 - 2018.05
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Processed order transactions and provided customers with detailed itineraries, tickets and receipts.
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
Sales agent intern/ Receptionist
East African Safari Air Express Limited and Five Forty Aviation Limited
Niarobi, Kenya
2013.03 - 2015.06
- Answered central telephone system and directed calls accordingly.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Scheduled and confirmed appointments and meetings for senior management team.
- Triaged incoming calls on multi-line phone system and directed to departments based on customer needs.
- Provided clerical support to company employees by copying, faxing and filing documents.
Education
Certificate - Marketing CIM
2017.01 - 2018.01
- Awarded Certificate in Marketing
Bachelor of Science - Tourism Management
2012.04 - 2016.06
- Received Volleyball Sports Schorlaship
Kenya Certificate of Secondary Education (K.C.S.E -
2008.01 - 2011.11
Kenya Certificate of Primary Education (K.C.P. -
2004.01 - 2007.11
Skills
Customer support
Customer and client relations
Travel planning
Telephone skills
Organization skills
Travel coordination
Time management
Certification
Customer Service, Fly 540 Aviation - April 2016
Interests
Health and Fitness
Travel
Timeline
Reservation Support - Niarra Travel
2022.05 - 2022.08
Call center Agent - CCI Kenya, Altice
2020.08 - 2020.11
Customer Care and Communications, Silverstone Air - June 2018
2018-06
Check-in and Reservations Agent - Silverstone Air Limited
2018.06 - 2020.01
Strathmore University - Certificate, Marketing CIM
2017.01 - 2018.01
Customer Service, Fly 540 Aviation - April 2016
2016-04
Reservation Sales Agent - East African Safari Air Express Limited and Five Forty Aviation Limited
2016.03 - 2018.05
Sales agent intern/ Receptionist - East African Safari Air Express Limited and Five Forty Aviation Limited
2013.03 - 2015.06
Strathmore University - Bachelor of Science, Tourism Management
2012.04 - 2016.06
Buruburu Girls Secondary - Kenya Certificate of Secondary Education (K.C.S.E,
2008.01 - 2011.11
Thomas Burke Primary - Kenya Certificate of Primary Education (K.C.P.,
2004.01 - 2007.11