Laura User
@laurauser37
Customer Service Representative at CCI Kenya, now managing rental bookings and client engagement.
KenyaWhat I'm looking for
At CCI Kenya, I handled high-volume customer calls, resolved inquiries and complaints, and documented cases in CRM and ticketing systems. I also de-escalated challenging interactions while meeting call-handling and quality targets.
At Kenya Airways, I supported flight planning, monitored aviation weather, and helped track active flights. I coordinated with operations, ground handling, maintenance, and crew scheduling teams while following KCAA regulations and company procedures.
I manage inbound service requests for my Kajiado short-term rental business, maintaining a 90%+ booking rate through prompt, relationship-aware communication. I also respond to Meta platform interactions within a two-hour window.
Through Upwork and TikTok, I maintain client relationships and create content using Canva and Meta tools. I'm seeking to bring customer service experience and dispatch-level precision to a Customer Service Representative role at Teleperformance.
Experience
Work history, roles, and key accomplishments
Founder & Operations Lead
Kajiado Short-Term Rental Business
Jan 2026 - Present (9 months)
Managed inbound service requests and maintained a 90%+ booking rate through fast, relationship-aware communication. Responded to social media interactions across Meta platforms within a two-hour window.
Executive Virtual Assistant / UGC Creator
Upwork / TikTok
Oct 2025 - Present (1 year)
Maintained strong professional relationships with international clients through clear and timely communication. Utilized Canva and Meta tools to drive brand engagement and capture inbound leads.
Flight Dispatch Trainee
Kenya Airways
Jan 2024 - Present (2 years 9 months)
Assisted in preparing operational flight plans, monitoring weather reports, and supporting real-time flight tracking. Coordinated with operations control, ground handling, and maintenance teams to ensure efficient dispatch operations.
Customer Service Representative
CCI Kenya
Jul 2023 - Dec 2023 (5 months)
Handled high-volume inbound customer calls, resolving inquiries and complaints with a focus on first-call resolution. Accurately logged interactions using CRM and ticketing systems, and consistently met quality assurance targets.
Education
Degrees, certifications, and relevant coursework
Kenya Civil Aviation Authority
KCAA Flight Dispatcher License, Flight Dispatch
Pursuing a KCAA Flight Dispatcher License with expected completion in late 2026.
Kenya Airways
Flight Dispatch Certificate, Flight Dispatch
Completed a Flight Dispatch Certificate in January 2026.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Job categories
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