Ashford Gitau

I’m a dedicated Customer Service Advisor with 4+ years’ experience in high-volume call centre environments, built on handling enquiries calmly and confidently under pressure. I focus on delivering excellent customer experiences by resolving complaints quickly and accurately while keeping every interaction professional and solution-driven.

In airline support roles, I handle bookings, cancellations, and customer queries end-to-end, using CRM systems and booking systems to get cases resolved right the first time. I also promote additional services during support interactions, balancing customer needs with upselling in a way that supports long-term satisfaction.

Across multiple campaigns, I’ve managed customer orders, payments, and account adjustments, including billing and issue resolution with a high satisfaction mindset. I’m skilled in complaint resolution, technical support query handling, subscriptions, and upgrades—always aiming to turn frustrations into resolved outcomes.

I bring strong communication, multitasking, and time management, which helps me stay effective during peak call volumes and changing customer priorities. I’ve also demonstrated leadership growth in customer service, and I’m motivated to keep improving how I support customers, collaborate with teams, and continuously raise the standard of service.