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Melinda Omballa

Melinda Omballa

Customer Service Representative

Services provided: Virtual Assistants

Nairobi, Nairobi Area
KSh150 / hour
Approximate rate

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About 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.

Experience

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.

Education

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

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