Open to opportunities

Mercy Wainaina

@mercywainaina

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Dedicated customer service professional with extensive industry experience.

Kenya

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a dedicated customer service professional with nearly three years of experience in the aviation industry, particularly with Kenya Airways. My journey has been marked by a commitment to maintaining high standards of service and enhancing the reputation of the organizations I have worked with. I believe in providing accurate and impartial information to clients, enabling them to make informed decisions.

Throughout my career, I have developed extensive knowledge of customer service processes and procedures. My proficiency in Microsoft Office and various web-based applications has allowed me to streamline operations and improve client interactions. I am fluent in English and Kiswahili, with additional skills in Spanish, which enhances my ability to communicate effectively with a diverse clientele.

Experience

Work history, roles, and key accomplishments

Survey Coordinator

Kenya Airways

Apr 2021 - May 2021 (1 month)

Conducted a successful Kenya Airways Skyteam survey at Jomo Kenyatta International Airport, gathering valuable customer feedback and insights.

Data Collection Customer Feedback Communication Skills Analytical Skills

Customer Service Representative

Jomo Kenyatta International Airport

Mar 2021 - Apr 2021 (1 month)

Gained four months of experience in direct customer service at Jomo Kenyatta International Airport, ensuring customer satisfaction and handling inquiries effectively.

Customer Service Communication Skills Problem Solving Time Management Teamwork

Customer Service Volunteer

Texas Cancer Centre

Feb 2021 - Mar 2021 (1 month)

Participated in voluntary community service at Texas Cancer Centre, assisting with various customer service tasks and enhancing community engagement.

Customer Service Community Engagement Communication Skills Teamwork Problem Solving

Customer Service Agent

Kenya Airways

Jan 2014 - Feb 2021 (7 years 1 month)

Worked for 2 years and 10 months at Kenya Airways, providing exceptional customer service and support. Developed extensive knowledge of airline passenger services and maintained high standards of service to clients.

Customer Service Microsoft Office Communication Skills Problem Solving Teamwork Time Management

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.