Angela Karanja

Handled high-volume inbound calls for a major telecommunications brand, resolving billing, product, and service inquiries through empathetic communication. Processed customer transactions and maintained accurate account updates while drafting daily status reports and troubleshooting issues to support first-call resolution.

Provided friendly customer support via phone and email to strengthen customer retention. Managed post-interaction documentation, performed accurate data entry for sales/returns, and shared customer feedback to support marketing communication.

Managed guest check-ins, check-outs, and reservations while upholding brand standards and professional communication. Produced end-of-shift status reports, trained new staff on booking database management, and researched guest preferences to proactively resolve issues.

Processed cash, mobile money, and credit payments accurately while providing product and promotion guidance as a brand ambassador. Maintained daily sales logs and supported weekly sales summaries through meticulous data entry.

Completed a Diploma in Cabin Crew (Customer Service & Safety), covering customer relations, safety procedures, and professional communications.

Earned an International Certification in Airline Cabin Crew (ICACT).

Completed a Certificate in Computer Systems & Application Packages (CSAPS), building proficiency in core computer applications.

Completed secondary education and obtained the Kenya Certificate of Secondary Education (K.C.S.E.).