Frank Melea Otieno Ollimo

FRANK MELEA OTIENO OLLIMO TRAVEL CONSULTANT ADDRESS: P.O.BOX 21000 -00500 NAIROBI PHONE:-/- EMAIL:--CAREE OBJECTIVE Encouraging Manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship building skills. Proficient in using independent decision-making skills and sound judgement to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee management and boost performance. WORK HISTORY SEP 2022- DATE: Customer Service Representative Majorel Kenya • • • • • • • • • • Providing customer service to Bolt Drivers and Riders Assisting Both Driver and Riders to trouble shoot their apps Ensuring Drivers and Riders get value for money Compensating Both Drivers and riders when there is need Bolocking and unblocking Driver sand riders when they go against guidelines and regulations. Investigating Ride histories to ensure Riders are picked and dropped ant requested points. Refunding riders when no ride happens Educating Both the rider and driver on rules and regulations avoiding fines and penalties Assist riders by inking them with Drivers when lost items are found in vehicles Ensured defective scooters and vehicles are maintained and certified for rider’s use. AUG 2021- JUN 2022: Call Center Agent CCI Kenya • • • • Adhered to company policies and scripts to consistently achieve call-time and quality standards Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating a welcoming, positive experiences. Helped large volumes of customers everyday with positive attitude and focus on customer satisfaction Maintained and managed customer files and databases • • • • • Assisted clients on planning itineraries Educating clients on new routes, connections and covid-19 cross border requirements Calming down irate travelers when we had breakdowns and delayed departures Reservation, ticketing and ticket re-issues Part of team that started Modern coast bus Loyalty program for travelers to earn redeemable points JAN 2021-JULY 2021: AYAZONA TEAM LEAD CUSTOMER ADVOCACY SPEACIALIST INTERN • • • • • • • • Trained new team members by relaying information on company procedures and safety requirements Evaluated employee skills weekly and knowledge regularly, training and mentoring individuals with lagging skills Managed agents and rider’s schedules, accepted time off requests and found coverage for the shifts. Developing and executing strategies to reach low income areas Research on essential products that are affordable to reach low income areas Scheduling daily remote meetings and ensuring attendance Compiling daily reports and sharing with management Oversaw a team of 8 agents and 25 riders MAR 2016-JAN 2020: SALES AND TICKETING AGENT KENYA AIRWAYS • • • • • • • • • • Reviewed tickets, identification and passports to verify travellers identity. Processed order transactions and provided customers with detailed itineraries, tickets and receipts Directed passengers to correct airport terminals Collaborated with passengers and travel agent to resolve booking issues, correct fares and clarify rules Followed all internal control procedures and ensured intergrity of ticket distribution and accountability Coordinating cargo sales in Nairobi Outstations while managing a team of 8 agents with a focus on service standards Handled special check-ins: meet and assist for children under 18, disabled and VIPSs Contacted traveler to inform on delayed arrivals and departures Managed company outstation Merchandise shop ensuring sales and supply are up to date Tracking cargo/rush bags at request of Head office and ensuring clients get timely feedback APRIL 2014-DEC 2014 • • • • • • • • • • • • • DISTRICT TREASURY, NYATIKE DISTRICT CLERICAL OFFICER/CASHIER Worked closely with District Accountant to solve problems and handle staff concerns Operated cash register fir cash and check with excellent accuracy levels Trained on accountable documents verification Prepared all vouchers and imprests for staff Ensured all payments are within the A.I.E limit Writing and balancing cashbooks Examined all accountable documents i.e vouchers, imprests L.P.O & L.S.O Assisted the accountant in visiting and inspecting projects before processing merchant payments Ensured all accountable documents were captured in the Vote book (IFMIS) before payments Ensured funds were used for the intended purpose Stored all accountable documents Assisted the District auditor upon request to produce accountable documents Acted as an agent of Accountant ensuring the IFAD-Government payments and NGCDF-Nyatike constituency were made on time with legit documentation. JUN 2010 – APR 2012: OFFICE OF THE PRESIDENT AND PROVINCIAL ADMINISTRATION CLERICAL OFFICER II • • • • • • • • Restocked supplies and submitted purchase orders to maintain stock levels Kept reception area clean and neat to give visitor’s appositive first impression Produced correspondence, reports and monthly district returns Maintained of staff record and files Acted as the District commissioner’s Personal assistant Ensured equitable distribution of office stationery Prepared payment vouchers, L.P.O and L.S.O for fuel and vehicle maintenance Perfomed all other general office duties JAN 2015 –JUL 2016: KENYA AIRWAY PRIDE CENTER IATA DIPLOMA TRAVEL AND TOURISM CONSULTANT LEVEL IATA DIPLOMA TRAVEL AND TOURISM FOUNDATION LEVEL • • • • Elected IATA School President Professional development completed in Skyteam Alliance Customer service Completed professional training in Aviation security CAT 9, Weight and balance, Fire marshall and First AID Amadeus Altea and Microsoft Office SEPT 2021-AUG 2022 • • AMREF INTERNATIONAL UNIVERSITY KRCHN NURSING DIPLOMA Member of first responders Club Elected Class Representative KEY COMPETENCIES Great team player with exceptional leadership skill and a strong work ethic with a willingness to take ownership and responsibility of multiple tasks as required. Excellent convincing skills, effective in team management keeping aganets informed,engaged and motivated to accomplish business goals ensuring customer retention, satisfaction, referral’s and repeat business. SKILLS • • • • • • Administrative support Team Leadership Service standards compliance Report preparation Creative Problem solving Staff education and training REFEREES 1. Wesley Kasanzu Qatar Airways Head Loyalty Programme Email:-Phone:-. Elvis Simiyu Investment Consultant RisCura Email:-Phone:-