
mercy kiplagat
Customer Service / Support
Services offered
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.
Experience
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.
Education
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.
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