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Mwanaidi Musa

@mwanaidimusa

Operations professional at TravelPass, coordinating reservation workflows and maintaining accurate operational records.

At TravelPass, I coordinated customer reservation workflows, maintained operational databases, and reviewed transactions against internal procedures and service standards. I also investigated exceptions and followed up on pending requests to support timely resolution.

At Samasource Kenya Limited, I monitored service and production quality, prepared performance reports, and maintained quality documentation. I also supported team coaching on revised processes and quality standards.

Experience

Work history, roles, and key accomplishments

Customer Operations and Sales Reservations Agent

TravelPass

Jan 2026 - Jul 2026 (6 months)

Managed high-volume operational workflows for customer reservations, ensuring accuracy and timely processing. Coordinated end-to-end workflows between customers and internal teams, and maintained accurate documentation for performance tracking.

Customer Operations Reservation Sales Data Management Documentation Workflow Coordination Compliance Issue Resolution Follow up

Quality Analyst

Samasource Kenya Limited

Dec 2017 - Apr 2023 (5 years 4 months)

Monitored service and production quality against standards, identifying performance gaps and corrective actions. Prepared quality reports, provided feedback and coaching, and supported training on revised processes.

Quality Assurance Performance Monitoring Reporting Documentation Feedback Coaching Process Improvement Cross Functional Collaboration

Outbound Sales Representative

Ecore Services

Apr 2020 - Dec 2020 (8 months)

Conducted outbound calls to prospective customers, communicating product and service information. Identified customer needs, maintained accurate records, and followed up to support conversion.

Outbound Sales Client Communication Lead Generation CRM Follow up Objection Handling

Associate

Samasource Kenya Limited

Oct 2016 - Dec 2017 (1 year 2 months)

Supported day-to-day data and operational activities, maintaining accuracy and adherence to procedures. Reviewed and processed assigned work according to quality and productivity standards.

Data Management Operational Support Quality Assurance Documentation Collaboration Adaptability