Nelson Wanekeya

I am a seasoned customer service agent with over 2 years experience working at Africa Flight Services. I am organized, flexible and detail oriented with high standards of performance. I am a results driven professional with repeated success in customer care and support. I can effectively work under pressure with minimum supervision.

My expertise lies in serving as the first point of contact for passengers, representing the airline and maintaining a high level of visibility which necessitates an extremely professional, courteous & respectful communication style with all customers.

The following achievements demonstrate my qualifications in a customer service role:-

Facilitating ticket sales, passenger check-in/boarding, baggage processing, and special accommodations for more than 180 airline travelers each day with Air India, helping to ensure that passengers and their luggage board in time and reach the correct aircraft and final destinations.

Deftly handling customer inquiries, requests, and complaints using a compassionate yet firm approach, maintaining compliance with airline policies and regulations while still striving for the highest-possible customer satisfaction; rebooking passengers on late arrivals without comprising company guidelines.

Educating ticket holders on airline policies and procedures while managing traffic flow through terminal gates and communicating pertinent boarding announcements to customers.

Excellent people skills, with a patient, courteous nature and a penchant for calming anxious and/or upset customers facing unexpected travel changes; offering favorable solutions to mitigate distress and enhance customer relations.

Communicating effectively with network of service agents, crew members, and airport staff to facilitate safe and consistent operations.

I've proven to be highly successful at ensuring superior customer relations and providing outstanding service and support to meet & surpass customer expectations and requirements. Furthermore my ability to keep a clean and organized work area & effectively handle confidential information in a responsible manner position me to be an immediate asset to your organization. 

I am an enthusiastic customer service representative with 3+ years of experience resolving complex customer enquiries in 
a fast paced environment. I’m a great communicator over the phone, face to face and via email. I work well under pressure 
and love to keep my workflow organized. As an experienced customer service agent I take an enthusiastic approach, 
combined with a friendly genuine dedication to customer satisfaction. I am Passionate about building strong customer 
relationships, driving brand loyalty and increasing client engagement.

I have a bachelor's degree in Actuarial science.