MOHAMBE ELIZABETH

Throughout my career, I have gone beyond basic requirements to give customers top-notch service.
I'm experienced in airline ticketing,visa application and safaris. For the past 8 years, I've worked as a Customer Service Agent in the travel industry in different organisations. 

My performance has been excellent. i have obtained different skills in my tenure and problem-solving has been my all time skill. In my capacity, i have sharpened my communication, research and multitasking skills
to handle high volumes of work and exceed expectations. I work hard to serve every customer
without compromising team goals or breaking company practices.

I am a friendly professional who can flex easily between the demands of different customers. Giving
full attention to what people are saying and taking time to understand the points being made. 
My willingness to help extends to my co-workers and management team as well and I am
consistently commended for balancing individual work priorities with contributions to team goals. I
have learned to build rapport and lead by example to cultivate collaborative and cooperative team
efforts.
I am a skilled Customer Service Agent with 8 years of experience in the travel industry. Highly adept at handling various responsibilities by prioritizing my tasks, establishing clear deadlines and finding creative
solutions to eliminate obstacles.

SEP 2021 TO DATE:
ONE FLY AFRICA TRAVEL AND TOUR LTD.
 Maintaining and updating corporate traveler profiles with current information.
 Increase customer satisfaction by resolving customer/airline issues.
 Identify any issues between the airline and client and provide solution.
 Completing accurate reservations for travelers at point of sale.
 Trained new staff and administrative support on customer service, record-keeping and
travel planning procedures.

2020 - AUG 2021 - FREELANCE TRAVEL AGENT.
ABIB SWIFT TRAVEL AGENCIES, NAIROBI –KENYA.
 Participate in continuous improvement by generating suggestions, engaging in problem-solving
activities to support teamwork.
 Actively listen to customers, handle concerns quickly and escalate major issues
to the supervisor.
 Increase customer satisfaction by resolving customer/airline issues.
 Devoted special emphasis to punctuality and work to maintain outstanding attendance record,
consistently arriving to work ready to start immediately.
 Worked closely with our supervisor to maintain optimum levels of communication to
effectively and efficiently complete daily projects.
 Handle a number of calls per day to address customer inquiries and concerns.
 Identify issues, analysed information and provide solutions to problems.
 Proved successful working within tight deadlines and fast-paced atmosphere.
 I have developed and maintained courteous and effective working relationships with the team.
 I use coordination and planning skills to achieve results according to schedule.

2017 JAN- 2020-TRAVEL CONSULTANT
ELLYSONS TRAVEL AND SAFARIS, NAIROBI-KENYA.
 Informed clients of travel policies and utilized preferred vendors to maximize company profits
 Worked closely with clients to understand unique needs and meet specific travel desires.
 Organized trips for individual, family and business travelers.
 Provided customers with best deals and well-researched travel options, successfully negotiating
rates while improving customer satisfaction ratings.

 Maintained operational proficiency in coordinating both international and domestic
travel accommodations for customers, arranging for airfare as well as hotel and rental car
reservations.
 Collected, handled and documented payments for travel services and associated feels.
 Handled sensitive information with professionalism and discretion.
Trained new staff and administrative support on customer service, recordkeeping and travel
planning procedures.
 Maintained and updated corporate traveler profiles with current information.
 Kept abreast of all airline rules, regulatory requirements and industry standards
when scheduling travel arrangements.
 Strengthened quality controls to enhance revenue and control downtime.
 Completed accurate reservations for business travelers at point of sale.
 Consistently fostered business growth by delivering first-rate travel advising and itineraries to
develop valuable client relationships.
 Collaborated with colleagues to implement best practices across department and exceed
team goals.
 Took proactive approach to identifying and resolving issues that could have negative impact
on business operations and revenue generation.
 Developed process improvements and long-term business strategies through analysis of
customer feedback.
 Maintained currency on airline policies, tariff regulations and travel laws
to maximize effectiveness.
 Provided exemplary customer service to new and existing clients, which helped build lasting
relationships and secure new travel assignments.
 Developed loyal clientele base due to excellent listening and research skills and
keen understanding of travel budgets.
 Discussed security issues and protocols with individuals traveling to highly insecure countries
or areas.
 Displayed travel brochures and other promotional materials strategically to foster
brand awareness, focusing on international destinations.
 Arranged travel accommodations for groups, couples, executives and special needs clients.
 Organized memorable and exquisite travel itineraries and vacations for high-level clients,
celebrities, politicians, and business executives.
 Responded to clients' questions, issues, and complaints and found appropriate solutions
when needed.

 Asked open-ended questions to better ascertain client needs and determine best
international travel offerings.

 Resolved financial inconsistencies through collection of outstanding fees, management
of refunds and delivery of travel documentation.
 Communicated benefits and information regarding international travel insurance with
clients and obtained best rates, increasing repeat business.

2014 JAN– 2017 JAN TRAVEL CONSULTANT.
PANTHERS TOURS AND TRAVEL, NAIROBI –KENYA.
 Panthers tours and travel limited) Panthers tours and travel confirmed me after my
internship and while here, I worked in all departments.
 Informed clients of travel policies and utilized preferred vendors to maximize company profits
 Enhanced record-keeping and documentation approaches to improve tracking of key records.
 Helped senior managers in any other assigned duties like taking minutes in meetings,
arranging the board room, making payments.
 Selling add-on travel products, such as tour packages, tickets, travel insurance or upgraded seats
or accommodations.
 Providing support to customers who have already made a travel purchase by confirming,
changing or canceling reservations Sales and marketing I took part in the promotion of
the company through sales and marketing.
 Responded to clients' questions, issues and complaints and implemented appropriate solutions.

2013 SEP– 2013 DEC TRAVEL CONSULTANT- INTERNSHIP.
PANTHERS TOURS AND TRAVEL, NAIROBI – KENYA.
 Displayed travel brochures and other promotional materials strategically to foster
brand awareness.
 Maintained consistent record-keeping.
 Received and answered company calls.
 Worked in every department if assigned of any duty.

2011 JAN – 2014 JAN IATA DIPLOMA: TRAVEL AND TOURISM MANAGEMENT
KENYA UTALII COLLEGE- THIKA ROAD NAIROBI
 Awarded IATA DIPLOMA LEVEL 2.

 Completed professional development in TRAVEL AND TOURISM MANAGEMENT
 Relevant Coursework Completed: AIRLINE TICKETING & CUSTOMER SERVICE

2007 JAN– 2010 OCT HIGH SCHOOL EDUCATION.
ST. MARYS MUMIAS GIRLS HIGH SCHOOL – MUMIAS.
 Relevant Coursework Completed: KENYA CERTIFICATE OF SECONDARY EDUCATION (KCSE).
 Elected Captain of boarding and sanitation.
 Awarded KCSE certificate.

1999 – 2006- PRIMARY SCHOOL EDUCATION.
THE PINE BREEZE SCHOOL – KAKAMEGA.
 Awarded a KCPE certificate.