Santa Igitego

I’m a results-driven Customer Support & Sales Professional with hands-on experience delivering exceptional service in fast-paced, high-volume environments, including international airline operations.

In my current role as a Customer Support Representative for JetBlue Airways (CCI) in a remote setup, I handle inbound and outbound inquiries via voice and digital channels. I resolve flight booking issues, cancellations, refund requests, and loyalty program queries with accuracy and empathy while maintaining strong customer satisfaction.

I’m KPI-focused and consistently meet or exceed performance targets such as average handle time, first-call resolution, and CSAT. I also navigate proprietary airline CRM and ticketing systems to process requests and document interactions accurately.

Before that, I worked as a Sales Clerk at JILOSA Boutique, where I delivered outstanding in-store customer experiences, used consultative selling to increase basket value, and maintained accurate inventory records. I’m currently pursuing a Bachelor of Science in Information Technology at AUCA to strengthen my technical foundation for customer-facing and remote work.