mercy kiplagat

Results-driven Customer Care Service professional with a diverse background encompassing economics, marketing, logistics management, and international trade. Currently pursuing a postgraduate degree in Global Business Management, I bring a commitment to delivering outstanding customer experiences.

Customer Service Agent, VCS Travel Agency | 2022 - 2023 

• Delivered outstanding customer service, addressing inquiries on discounted holiday deals and flight packages.

 • Managed flight reservations with precision, covering booking, cancellations, and modifications in adherence to company policies.

 • Actively promoted and upsold discounted holiday deals and flight packages, consistently meeting or exceeding sales targets.

 • Contributed to the creation of promotional materials and campaigns to attract customers.

 • Resolved customer issues promptly, including flight disruptions, changes, and other concerns, ensuring high satisfaction and loyalty. 

• Collaborated with internal teams to address and resolve customer complaints swiftly. 

• Conducted post-travel follow-ups to collect feedback, address concerns, and identify areas for improvement.

Academic foundation in International Trade and Economics with a marketing emphasis. 

• Exceptional customer service and communication skills refined through varied professional experiences.

 • Proven collaborative abilities within teams and successful establishment of strategic partnerships.

 • Strong problem-solving and conflict resolution skills. 

• Detail-oriented with effective administrative and organizational capabilities. 

• Adaptable to diverse team environments with excellent interpersonal skills. •

• Skilled in data analysis, resource allocation, and cost-effective solutions.

 • Advanced proficiency in MS Office applications, including PowerPoint and Excel.