Nankya Jackline
Advisor I, Customer Service
Kuala Lumpur,14
Summary
- I am experienced with diverse skills in Airlines Ticketing and Reservations, Customer Service, organizational skills, and good interpersonal skills to communicate with people of all calibers without discrimination as well as having the desire to be trained and eagerness to learn quickly. I am flexible and adaptable to all work situations. My enthusiasm, adaptability and creativity enable me work well under pressure and meet given deadlines thus making me a positive addition to an organization.
- Meeting my duties and roles as directed in a timely and most efficient manner.
- Deliver according to my employer and client’s expectation and serve with dedication.
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
1
1
Language
Work History
Advisor I, Customer Service
CONCENTRIX MALAYSIA
08.2023 - Current
- Answering over 30 customer calls and responding to over 25 chats.
- Providing customers with product or service information
- Handling customer complaints or issues
- Documenting all call information according to standard procedures
- Processing orders, forms, and requests from customers
- Meeting personal/team sales targets and call handling quotas
- Handling changes in policies or renewals
- Working with management team to stay updated on product knowledge, and be informed of any changes in company policies
- Identifying and escalating issues to supervisors as needed
- Following up on customer inquiries not immediately resolved
- Identifying and recommending potential products or services to management by collecting customer information and analyzing customer needs.
- Participated actively in team meetings, contributing valuable insights into ways of enhancing customer service delivery
- Contributed to a positive work environment by fostering teamwork, sharing best practices, and providing guidance to colleagues as needed
Junior Customer Service Agent
ETHIOPIAN AIRLINES
01.2020 - 08.2023
- To carry out over 4 daily flight briefings.
- To handle passengers in good manner and with smile at all times
- Check all alert messages in good time
- Handling of hotel vouchers for over 20 layover passengers
- In case of crew layover, to facilitate them hotels and back to Airport
- Supervision of check in of over 150-300 passengers at check in counters
- Ensure all Sheba miles newly filed cards are properly handled
- Send movement messages of each flight in good time
- Close flight Post departure check out (PDC) in good time
- Send all post departure messages
- Follow up on Missing File (MSF) reports to handle Baggage Irregularities (BIR)
- Supervise Cargo flight
- Upload on portal all Bingo sheets and passenger manifests in good time
- Other duties assigned because of continuous improvement in service
- Duties assigned by Supervisor and manager.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Actively sought opportunities for continuous learning, attending workshops and trainings geared towards enhancing professional competencies
- Supported cross-functional teams in developing strategies to enhance customer experience across various touchpoints
- Responded to customer calls and emails to answer questions about products and services
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service
- Utilized strong problem-solving skills to quickly identify and address customer issues
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers
- Expedited resolution times by effectively prioritizing and managing multiple cases simultaneously
- Adapted to new applications and maintained knowledge of current technologies
Ticketing and Reservations Agent
INTERLINE TOURS AND TRAVEL
01.2017 - 12.2019
- To book one way, return flights and issue tickets for over 10-20 clients and non-IATA companies
- To deliver Clients’ travel tickets
- To handle orientation and training of interns
- Name agent coupons for accounting
- Issue receipts and invoices for clients
- Registering daily transactions
- Buying and selling foreign currency (Dollars) from Bureaus
- Visa applications Tours itinerary planning and costing Hotel bookings Information dissemination Handle telephone calls
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings
- Developed rapport with guests through personalized interactions, fostering loyalty and encouraging repeat business
- Supported sales team efforts by providing detailed information on group booking requests and generating contracts as needed
- Participated in ongoing professional development opportunities related to industry trends and best practices in hospitality management
Education
IATA Diploma in Travel & Tourism Foundation Level - Tourism And Travel Management
Career Institute
Kampala, UgandaLeisure And Hospitality Management
Makerere University Business School
Kampala, UgandaTrinity College Nabbingo
Wakiso, UgandaSome College (No Degree) -
Trinity College Nabbingo
Wakiso,UgandaSkills
Client Orientationundefined
Personal Information
- Date of Birth: 09/20/94
- Nationality: Ugandan
- Marital Status: Single
References
- Mr Fred Okema, Reservations Agent, Ethiopian Airlines, Fredokema1@gmail.com, 0751932065
- Prof. Suleyman Katende, Managing Director, Interline tours and Travel Limited, P.O. Box 8125, Kampala, interlin@africaonline.co.ug, 0752759976
- Mr. Karamagi Samson, Administrator, Career Institute, P.O. Box 23711, Kampala, Skkaramagi@yahoo.com, 0772423212
- Mr. Kawere Richard, Lecturer, Makerere University Business School, P.O. Box 7062, Kampala, 0755408493
Training
- Ethiopian Airlines, General Data Protection Awareness Creation
- Interline Tours and Travel, Amadeus Basic Functionality Training
- Interline Tours and Travel, Galileo Air Reservations and Global Fares
Travelling,watching movies
Travelling helps me to expand my worldview and my mind and watching movies is entertaning.
Timeline
Advisor I, Customer Service
CONCENTRIX MALAYSIA
08.2023 - Current
Junior Customer Service Agent
ETHIOPIAN AIRLINES
01.2020 - 08.2023
Ticketing and Reservations Agent
INTERLINE TOURS AND TRAVEL
01.2017 - 12.2019
IATA Diploma in Travel & Tourism Foundation Level - Tourism And Travel Management
Career Institute
Leisure And Hospitality Management
Makerere University Business School
Trinity College Nabbingo
Some College (No Degree) -
Trinity College Nabbingo
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