Hilda Njagi
@hildanjagi
Customer-focused call centre and passenger services agent with strong multi-channel support and operations skills.
KenyaWhat I'm looking for
I am a customer-focused and detail-oriented Customer Service and Call Centre Specialist with over 3 years of experience delivering high-quality service across aviation, corporate and digital programmes. I excel at multi-channel support, high-volume contact handling, service recovery and accurate customer data management using CRM tools such as Zoho, Salesforce and Microsoft Dynamics 365.
My experience includes passenger services at a major international airport where I managed check-in, boarding, disrupted passengers, baggage irregularities and compliance with ICAO/IATA standards, as well as call centre work supporting large digital skills programmes where I tracked performance, reduced attrition and handled payments and reconciliations.
I bring strong analytical ability, precise reporting and a problem-solving mindset to streamline operations, improve customer satisfaction and maintain financial and regulatory compliance. I am committed to delivering respectful, timely and compliant service while supporting cross-functional teams and stakeholders.
Experience
Work history, roles, and key accomplishments
KACustomer Service Agent
Kenya Airways
Apr 2025 - Jun 2025 (2 months)
Provided end-to-end passenger services at JKIA including check-in, boarding, transfers and disrupted passenger recovery, improving on-time departures and passenger satisfaction through accurate documentation, PIR processing and compliant handling of special-assistance passengers.
Call Centre Agent
Centum Learning Kenya Ltd
Nov 2018 - May 2020 (1 year 6 months)
Delivered multi-channel customer support for Google Digital Skills for Africa, managing high inbound/outbound volumes, reducing attrition through proactive engagement and producing operational reports to inform stakeholders and payments processing.
Education
Degrees, certifications, and relevant coursework
KUKCA University
Bachelor of Procurement and Logistics, Procurement and Logistics
2017 - 2022
Completed a Bachelor of Procurement and Logistics, covering procurement, supply chain management, and logistics principles with practical coursework.
ZUZetech University
Diploma in Purchasing and Supply Chain Management, Purchasing and Supply Chain Management
2015 - 2016
Completed a Diploma in Purchasing and Supply Chain Management with focus on purchasing processes and supply chain operations.
Rwathia Girls School
Kenya Certificate of Secondary Education, General Secondary Education
2011 - 2014
Completed the Kenya Certificate of Secondary Education (KCSE) providing secondary-level academic foundation.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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