Yvonne S.
Mid-Level Travel Customer Service Representative
Open to offersNew to PlatformAbout
Yvonne M. is a highly detail-oriented Customer Service Representative based in Nairobi, Kenya, with hands-on experience spanning the travel, food manufacturing, and logistics industries. At ASAP Tickets, she manages a specialized USA client base, consistently handling 60+ inbound and outbound calls daily through a remote setup. Her responsibilities include using an online Client Management System (CMS) to track leads, document customer preferences, and navigate complex international fare booking using GDS systems. Yvonne also resolves urgent travel disruptions and supports ongoing client satisfaction through dedicated follow-ups. In previous roles at Indomie Kenya and RM Logistics, she maintained high service standards by accurately documenting client interactions, managing high-volume telephony, and ensuring timely resolution of customer issues, all while adhering to strict standard operating procedures (SOPs) and deadlines. Her technical proficiency includes CRM platforms, VoIP phone systems, and remote consulting for U.S. customers.
Experience
Independent Travel Manager
ASAP Tickets · 2024 — PresentOversaw a high-volume remote desk, managing over 60 inbound and outbound calls daily for a specialized USA client base. Employed an online Client Management System (CMS) for tracking leads and documenting customer preferences while streamlining the booking process. Engaged in proactive outreach to convert marketing leads into confirmed travel through personalized consultations tailored to the needs of American travelers. Delivered effective travel solutions by identifying cost-efficient international itineraries and managing complex fare constructions for the ASAP Tickets brand. Addressed urgent customer issues, including flight cancellations and rescheduling, while achieving high client satisfaction. Demonstrated proficiency in remote collaboration tools and GDS systems integrated with the CMS for accurate payment processing and timely document issuance. Fostered long-term loyalty among USA clients through consistent follow-up calls, contributing to repeat business and positive reviews.Customer Care Representative
Indomie Kenya · 2022 — 2023Handled a significant volume of inbound customer calls, working efficiently to resolve complaints in a professional manner. Adhered to standard operating procedures (SOPs) to ensure consistent service delivery. Maintained accurate documentation of customer interactions and escalated complex issues as necessary.Customer Service Representative
RM Logistics · 2018 — 2021Assisted customers with various queries regarding shipment tracking and delivery updates while resolving issues effectively. Engaged in outbound calls during lower call volume periods to sustain pipeline consistency and maintained precise records of customer interactions. Worked collaboratively with internal teams to ensure prompt service delivery.
Skills & Expertise
Education
- Bachelor’s degree, Gender and Development StudiesKenyatta University
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