Alfred Opondo

I am a responsible, hardworking, motivated individual with a passion of achieving quality results; a team player with good communication skills and the ability to work well under pressure with limited or no supervision. A level headed, calm and unflappable individual who is able to carry out any customer service role professionally and effectively. I have a long track record of increasing customer loyalty and retention, I manage this through having an in-depth understanding of the tasks, responsibilities and skills involved in customer service work. I always keep my customers updated on issues important to them and work hard to meet requests for information manner.

Kenya Air Ways PLC-Kenya Airways PLC-Customer Excellence Team Leader.

January 2012-Present.

• Provided leadership in operations management and strategy implementation.
• Participated in the roll our and implementation of oracle based CRM tool in use.
• Reviewed and analyzed productivity of direct reports.
• Mentored and coached sales teams through encouraging team work, Feedback both positive and negative

19th February 2007-Customer Excellence Agent.

• Processes passenger tickets accurately and timely.
• Resolved passenger complaints by finding solutions to ensure customer satisfaction.
• Educated passengers on products and services on offer.
• Provided personalized service to both external and internal customers.

UNITED STATES INTERNATIONAL INIVERSIRTY-AFRICA - 2018 -ONGOING.
Bachelor of Arts - International relations.
Peace and Conflicts Major.
Development studies Minor.
KENYA UTALII COLLEGE (2002-2006)
MAJOR: TRAVEL AND TOURSIM MANAGEMENT
Diploma Travel and Tourism Management.
Concentration on Travel and Tourism management.
Diploma in IATA.