Melinda Omballa

Award-winning Customer Service Supervisor, skilled in problem-solving and proficient in effectively managing correspondences and operational tasks to exceed customers’ expectations.

Achievements include improved customer satisfaction scores, increased service quality and reduced call times. Forward-thinking professional adept at developing and implementing successful policies to meet changing demands.

Call Centre International(CCI) Kenya-
Spirit Airlines Customer Service Supervisor

• Kept management up-to-date on recurring issues, customer complaints and employee matters through reports.
• Handled fraudulent reports of transactions brought to my attention by clients.
• Maintained excellent customer service by proactively answering virtual questions.
• Dealt with complex complaints professionally and politely, resolving issues with favourable solutions.
• Utilised software, databases scripts and tools during phone calls to avail of resources and methods. 
• Answered and dealt with agent questions, regarding best practices, complex customer cases or difficult calls.
• Processed reservation payments by running credit cards and debit cards where applicable.
• Issued refunds for reservations incase of flight cancellations, delays or any other situations that qualifies for a refund. 

Call Centre International(CCI) Kenya- 
Spirit Airlines Customer Service Agent

• Answered incoming calls from Spirit Airlines Customers and provided highest level of professionalism and knowledgeable service to every customer.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints regarding their flight reservations.
• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
• Identified and pursued opportunities to upsell bags, seat upgrade and all other products and services offered by Spirit Airlines.
• Worked flexible hours across night, weekend and holiday shifts.

Spiffymart Supermarket- Supermarket Cashier

• Operated cash registers, scanners and computers to itemize and total customer purchases. 
• Processed customer orders and payments with POS system or cash register.
• Provided outstanding customer care, effectively enhancing store reputation and regard. 
• Helped with grocery packing, working efficiently to minimize delays for queueing customers. 
• Maintained neat and clean shop floor and storage areas

Kenya Law Reform Commission
Data Entry Clerk

• Created and maintained spreadsheets using excel.
• Transferred data from paper format into database systems to keep digital formats.
• Scanned documents and entered into database to maintain accurate records of job applicants.
•  Sorted documents and maintained organized filing process.
• Performed regular backup operations to save data and avoid loss.

• Mount Kenya University
  Bachelor of Science in Information Science(Logistics)                   
•  Masii Girls Secondary School
  Kenya Certificate of Secondary Education