Lydia Maingi

Customer service agent with experience of delivering exceptional support across live chat, email and phone in a busy and fast paced airline.

Passionate about clear communication, empathy and problem solving. Skilled in handling high volume calls, and maintaining brand standards at all times.

I specialise in handling flight bookings, cancellations and rebooking, seat allocations and check in issues and complaint resolution with professionalism.

Experienced in both ground and virtual support.

Assist customers with flight issues, delays and rebooking.

High tension cases involving compensation claims.

Resolve baggage queries.

Achieve 90% CSAT score.

Reduce response time to four minutes resulting in efficiency

Maintain strict compliance with airline policies.

SKILLS AND TOOLS

CRM tools. Live chat tools and phone communication tools like avaya breeze, Amadeus.

Payment platforms like DPO for assisting guests with payment issues.

World tracer, for baggage issues.

Loyalty program tools for enrolling customers and redeeming points.

CERTIFICATIONS AND TRAINING

IATA foundation and consultant courses

Amadeus airline reservation and ticketing

Foundation in phone etiquette

Phone based customer service

Customer service foundations