Nelly Achieng

 NELLY ACHIENG OBOR P.O. Box- Nairobi, Kenya Tel: - Email:- CAREER PROFILE SUMMARY Travel and Tourism Management and Customer Service Expert. Aiming to get a challenging position in a progressive organization offering the opportunity to fully utilize my proven and developing skills. In the short run I hope to get such position in an organization that identifies, encourages and rewards talent, excellence, innovation and quality service. EDUCATION BACKGROUND Diploma in Air and Ticketing -) Kenya institute of Project Management Grade Attained: Credit Certificate in customer Service -) Kenya Institute of Project Management Grade Attained: Credit Diploma in Travel and Tourism -) Kenya Institute of Project Management Grade Attained: Credit Certificate in Secretarial Services -) Kenya Institute of Project Management Grade Attained: Credit Kenya Certificate of Secondary Education -) Embakasi Girls High School PROFESSINAL QUALIFICATIONS Certificate in Computer studies Kenya institute of Project Management Certificate on Basic Security Features and Impostors Certificate on Dangerous Goods handling Certificate on Ramp Safety Crew Resource Management KEY SKILLS AND COMPETENCIES ACQUIRED Administration: Capable of handling administration duties including; ensuring the proper maintenance, storage and retrieval of documents, answering emails and making calls and ensuring the smooth running of office operations. Ticketing and Travel Management: Outstanding skills in coordinating pasengers,booking and advising customers. Customer care – Excellent skills such as listening, answering enquires from customers and solving client’s complaints in timely and professional manner, good client’s database management and relationship building. Phone Etiquette: Well versed in handling calls using the standard telephone etiquette procedure with an aim to understand the callers request and fulfill it. Client Relations: Experienced in interacting with customers professionally as I engage in; following up to ensure that appropriate actions have been taken and ensuring their needs hence increasing customer satisfaction. Analytical skills: Capable of analyzing, assessing and calculating risks involved and finding solutions by use of logical reasoning. I value accuracy and ensure every duty I undertake pays close attention to details and captures all the valuable data as required. ICT Competency: Proficient in windows environment, competent in Microsoft Office Application suite, database management and knowledge in navigating the internet and emails WORK HISTORY Concierge Agent; Africa Flight Services, June 2020- To Date Duties and Responsibilities Welcome and assist all Premium Customers, VIP’s and CIP’s in a courteous and professional manner. Maintain a professional appearance in accordance with uniform policy and excellent communication with guests/visitors. Be visible and managed the Premium check-in area for British Airways. Ensure all customers have a good experience on arrival, at check-in and on departure Manage over sale and downgrade situation under direction of British Airways Comply with AFS and JKIA Environmental safety and health programs and procedures KEY ACHIEVEMENTS Increasing the loyalty or satisfaction of existing customers; Solving a problem or challenge; Developing an idea your employer acted on; Increasing the company press coverage or market recognition. Travel Consultant; BCD Travel, Feb 2019- March 2020 Duties and Responsibilities Researching various destinations and means of travel regarding prices, customs, weather conditions, reviews etc. Diagnosing the clients’ specifications and wishes and suggest suitable travel packages or services Organizing travels from beginning to end, through booking tickets and accommodation, securing rental transportation etc. Handling unforeseen problems and complaints and determine eligibility for money returns Creating and update electronic records of clients Maintaining relationships with key persons Keeping financial statements and documents Reaching the revenue and profit targets KEY ACHIEVEMENTS Increasing the loyalty or satisfaction of existing customers; Solving a problem or challenge; Saving money by negotiating a better deal from a supplier; Implementing a new time-saving process; Developing an idea your employer acted on; Launching new products, projects or initiatives; Increasing the company press coverage or market recognition. Lead Customer Service/Sales Agent-FLY540 Aviation Limited, July 2009-Feb 2019 Duties and Responsibilities Ticketing passenger bookings, cash collection and banking Performing duties relating to the oversight of different Ground Operations for example baggage handling Ensure on-time and accurate in-flight catering loading of all flights Overseeing the inside gate and check-in operations of all assigned flights during a scheduled work shift Filling out irregularity reports for any lost or misrouted bags Ensuring that the Company manuals, documents and memos are read and understood at all times Ensuring that the set standard operating procedures of the airlines are followed by having briefings before every shift start KEY ACHIEVEMENTS Achieved the highest percentage of on time departure as an airport customer service agent Created a procedure at the check in counter for passengers to review their final destination and improved company accuracy of properly tagging bags Appointed by Station Manager to perform inventory for supplies at ticket counter and to maintain all ticket counter equipment Became the lead "go to" person based on knowledge of policies and procedures, and how to operate airport equipment at the ticket counter and gate area Implemented a time saving procedure which increased customer satisfaction by reducing the wait time at check-in and increased on time departures percentage Waitress; Carnivore Restaurant-Khartoum-Sudan, July-Nov 2008 Duties and Responsibilities Greeting customers as they arrive and showing them to their table. Giving out menus and taking orders for food and drink. Serving food and drinks. Dealing with bill payments. Making sure tables are clean and tidy. Modelling Versatile Photographers, April 2007-Dec 2007 Duties and Responsibilities Promote products and services in commercials, on film, or in videos. Pose for artists and photographers. Gather information from agents concerning the pay, dates, times, provisions, and lengths of jobs REFEREES Dominic Ochoo Director/Founder Bala Mercy Children Centre Cell Phone: - - Nairobi, Kenya. Cell phone: - Email:- Beatrice Ngere Senior Travel Consultant (Team Leader) P.O. Box- Email:-Cell phone: -