Categlory Gathoni Ng'ang'a | Freelancer Resume

CATE GLORY GATHONI NG'ANG'A Nairobi, 00100, Kenya - /-- ABOUT ME Enthusiastic professional with 5+ years of experience, positive, hardworking, resourceful, organized, self driven with great interpersonal skills and have attained a notable accomplishment in meeting customer satisfaction and customer conﬂict management. PERSONAL DETAILS WORK EXPERIENCE Date of birth July 29 1991 Carnival cruise ship line Nationality Kenyan • Provided excellent customer service by giving accurate information. SEP 2022 - PRESENT GUEST SERVICE ASSOCIATE • Handling guest requests in an eﬀecient and courteous manner. Marital status Single SKILLS • Managed emergency phone line, lost and found items, cash ﬂoat and daily logbook to ensure smooth operations. • Utilized guest recovery program to resolve guest issues and exceed expectations. • Performed administrative duties such as answering calls, making reservations, manning hospitality desk, etc. as needed. Interpersonal Skills Organized • Assigned special duties such as oﬃce suupplies, post cards etc. while maintaining a pleasant personality. Detail Oriented Conibyte tenderlite ltd Nairobi Time Management CONTACT CENTER AGENT Computer Literacy • Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services. Microsoft Oﬃce Fast Learner Customer Service MAR 2021 - AUG 2022 • Responding eﬃciently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued. • Engaging in active listening with callers, conﬁrming or clarifying information and diﬀusing angry clients, as needed. Team Player • Building and maintaining client relationships by providing excellent customer service to both internal and external clients CRM • Providing service support for accounts (handling service issues, invoicing questions and research for individual client requests). • Taking and fulﬁlling orders, partnering with our clients to become their trusted advisor • Utilizing software, databases, scripts, and tools appropriately. LINKS Kenya airways Nairobi JAN 2017 - AUG 2020 FLIGHT ATTENDANT LinkedIn https://www.linkedin.com/in/ca te-glory-3286aa24b • Work as a team to provide a great service to the guests and ensure their needs and comfort are met. • Perform Safety duties and checks as per the position assigned preﬂight, during and post ﬂight. LANGUAGES • Perform security checks in the aircraft throughout. • Oﬀer First aid during medical emergencies. English Swahili French • Competent in ﬁreﬁghting skills. • Evacuate the aircraft safely in case of an emergency. Air Kenya Express ltd Nairobi MAY 2015 - DEC 2016 CUSTOMER CARE/FLIGHT ATTENDANT • Inﬂight duties, safety being the priority. Service in the cabin ensuring comfort of the passengers and attending to them. • Check-in passengers and assist them with their reservation queries. • Clearance from the customs and Kenya Aviation Authority (KAA) oﬃces. • Boarding and disembarking of passengers. EDUCATION Kenya airways,Pride center college Nairobi 2014 CERTIFICATE IN AIRLINE CABIN CREW Grade attained: Distinction Jomo Kenyatta University of Agriculture and Technology Nairobi 2013 BACHELOR OF SCIENCE BSc in Information technology Graduated with 2nd class Upper Division honors. Menengai High school Nakuru 2008 HIGH SCHOOL DIPLOMA INTERNSHIP Mount Kenya University (MKU) Thika, Kenya. ICT DIRECTOR OFFICE ASSISTANT • Taking minutes for the departmental meetings. • Filing the department’s paper worwor • Organizing seminars for the ICT students. JAN 2013 - APR 2013 REFERENCES • Assist the students with online registration. COURSES Winnie Mbaria Head of In-ﬂight Training, Kenya Airways JUN 2022 - JUN 2022 Phone Number: - Email: wmbaria@kenya-airways UNDERSTANDING HUMAN BEHAVIOR , UNIVERSITY OF MICHIGAN COURSERA ONLINE COURSES com JUN 2022 - JUL 2022 Jemima Thuo Airkenya Express ltd, Head of Inﬂight Customer service Phone Number: - Email:-m Prof. Felicia Yieke Laikipia University, Professor of linguistics Phone Number: - Email:- Dr. Nyangara (PhD) Director of TVET, Career Placement, Alumni and External Linkages Senior Lecturer/Consultant, Department of Psychology & Educational Foundations President & Chair - Kenya Federation of UNESCO Clubs Centers & Associations KEFUCAMember of the Committee of Experts SHS (KNATCOM-UNESCO) Laikipia University Phone Number: - Email:- DRIVING LICENSE Driving license category PSV drivers license (B professional) SUCCESSFUL NEGOTIATION SKILLS AND STRATEGIES , COURSERA ONLINE COURSES