Open to opportunities

Mercy Laleti

@mercylaleti

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Dedicated customer service professional with extensive airline industry experience.

Kenya

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What I'm looking for

I am looking for a role that allows me to enhance customer experiences and contribute to a positive company reputation.

My name is Mercy Mugure, and I am a dedicated customer service professional with nearly three years of experience in the airline industry. I have a strong commitment to maintaining high standards of service and ensuring that clients receive accurate and impartial information to make informed choices. My time at Kenya Airways has equipped me with extensive knowledge of customer service processes and procedures, which I apply diligently in every interaction.

Throughout my career, I have honed my skills in communication, both written and oral, and I am fluent in English and Kiswahili, with additional proficiency in Spanish. My experience includes working directly with customers at Jomo Kenyatta International Airport, where I successfully conducted a Kenya Airways Skyteam survey. I pride myself on my ability to work independently and efficiently, even under pressure, ensuring that every client feels valued and understood.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

Kenya Airways

Jan 2014 - Feb 2021 (7 years 1 month)

Worked for 2 years and 10 months providing exceptional customer service at Kenya Airways, ensuring high standards and client satisfaction. Responsibilities included handling inquiries, assisting passengers, and maintaining the company's reputation.

Customer Service Microsoft Office Communication Skills Problem Solving Time Management Teamwork English Kiswahili Spanish

Customer Service Volunteer

Texas Cancer Centre

Engaged in voluntary community service at Texas Cancer Centre, assisting in various customer service roles and contributing to the well-being of patients and their families.

Customer Service Communication Skills Teamwork Empathy Problem Solving Time Management Community Engagement English Kiswahili Spanish

Customer Service Representative

Jomo Kenyatta International Airport

Gained four months of experience in direct customer service at Jomo Kenyatta International Airport, assisting travelers and ensuring a smooth travel experience.

Customer Service Communication Skills Problem Solving Time Management Teamwork English Kiswahili Spanish

Education

Degrees, certifications, and relevant coursework

Kenya Airways Pride Center

Certificate, Airline Passenger Services

2014 - 2014

Completed a certificate program in Airline Passenger Services, focusing on the skills necessary for effective customer service in the airline industry.