Summary
Overview
Work History
Education
Skills
Certification
Additional Information
LANGUAGE
Timeline
References
Hobbies and Interests
DRIVING LICENSE
LINK
Work Availability
Hobbies
Generic

Monica Baforegi

Customer Service Agent/Housekeeper
Gaborone,SE

Summary

Sales professional with strong track record in driving revenue growth and fostering client relationships. Skilled in negotiating deals, managing accounts, and implementing sales strategies. Known for effective team collaboration, adaptability to changing market conditions, and results-driven approach. Highly reliable with excellent communication and customer service skills.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Customer Service and Sales Agent

Safiri Travel Services (Pty) Ltd
02.2019 - Current
  • Professionally and courteously responding to customer inquiries, providing accurate information.
  • Efficiently addressing and resolving customer complaints, ensuring satisfaction.
  • Maintaining in-depth knowledge of the company's products and services.
  • Skilled in Amadeus GDS for processing air tickets and issuing refunds.
  • Excelling in persuading customers to make purchases, boosting sales.
  • Fostering strong customer relationships, contributing to repeat business.
  • Achieved a minimum of 30% increase in sales returns.
  • Mentored junior agents, enhancing team skills and performance.
  • Handled an average of 45 incoming calls and emails daily, managing high-volume workload.
  • Achieved recognition as 'Top Sales Agent' for three consecutive quarters.

Housekeeper/Cleaner

Wunderbar Hospitality Ltd
11.2016 - Current
  • Expert in maintaining pristine environments for guest satisfaction.
  • Proficient in deep cleaning techniques for lasting results.
  • Skilled in time management to maximize efficiency and productivity.
  • Detail-oriented approach ensuring no corner is overlooked.
  • Experienced in using eco-friendly products for safe cleaning.
  • Consistently received positive feedback from clients and management.
  • Trained in safety protocols to ensure a hazard-free space.
  • Strong communication skills for effective teamwork and client relations.
  • Proven track record of enhancing property value through cleanliness.

Customer Service Officer

Travel Wing Ltd-Kenya Airways PSA
11.2016 - 02.2019
  • Professionally handled customer inquiries with prompt and accurate responses, enhancing customer experience.
  • Maintained extensive knowledge of travel services and products to provide tailored support to clients.
  • Skilfully resolved customer issues and complaints, ensuring high levels of satisfaction and loyalty.
  • Successfully increased sales through effective persuasion techniques, contributing significantly to company revenue.
  • Recognized as 'Top Sales Agent' for exceptional performance, showcasing commitment to excellence in customer service.
  • Utilized Amadeus GDS for efficient ticket processing, demonstrating technical proficiency in the travel sector.

Ticket Reservations Agent

Kenya Airways Ltd
02.2012 - 11.2016
  • Delivered exceptional customer service by identifying client needs and maintaining service consistency.
  • Processed ticket reservations and cancellations efficiently using Amadeus GDS, ensuring accuracy in all transactions.
  • Provided knowledgeable assistance on flight schedules, baggage policies, and travel regulations to enhance customer experience.
  • Resolved customer complaints and issues related to ticketing and reservations, striving for satisfactory outcomes.
  • Conducted follow-up communications to confirm bookings and solicit feedback to improve service delivery.
  • Collaborated with airline teams to stay updated on promotions and deals, effectively communicating with clients to drive sales.

Housekeeper

Tholo Guest House
01.2010 - 12.2010
  • Provided warm and professional reception to guests, offering guided tours of the premises.
  • Efficiently managed office supply inventory, ensuring all items were adequately stocked.
  • Ensured timely communication by accurately taking and relaying messages to relevant staff.
  • Addressed queries and resolved complaints through phone, email, and direct correspondence.
  • Maintained guest rooms to high standards of cleanliness and presentation.
  • Performed laundry duties, including washing and caring for bedding, clothing, and linen.
  • Managed and restocked housekeeping supplies, keeping a meticulous inventory.

Education

Associate Degree - Tourism Management, Completed advanced coursework in Hospitality

Limkokwing University of Creative Technology
01.2010

Skills

  • Robust physical fitness
  • Maintenance of cleaning equipment
  • Effective listening
  • Meticulous attention to detail
  • Effective communication skills
  • Effective time management
  • Influential negotiation techniques
  • Establishing rapport
  • Cross-selling strategies
  • Post-sale engagement
  • Service excellence
  • Strong organizational abilities
  • Analytical problem solving
  • Flexibility in dynamic environments
  • Proficient in high-pressure environments
  • Capacity to adapt in high-stress situations
  • Sales closure expertise
  • Software systems proficiency

Certification

  • Kenya Airways-Safety Induction, 2014
  • Kenya Airways-Basic Fares and Ticketing, 2014
  • Kenya Airways - Altea reservations and Ticketing, 2012
  • License -Class B driving License, 2013

Additional Information

Volunteer work

*Peer Counseling through Performing Arts

*Community clean-up campaigns

*Keyboard Player

LANGUAGE

English

Timeline

Customer Service and Sales Agent

Safiri Travel Services (Pty) Ltd
02.2019 - Current

Housekeeper/Cleaner

Wunderbar Hospitality Ltd
11.2016 - Current

Customer Service Officer

Travel Wing Ltd-Kenya Airways PSA
11.2016 - 02.2019

Ticket Reservations Agent

Kenya Airways Ltd
02.2012 - 11.2016

Housekeeper

Tholo Guest House
01.2010 - 12.2010

Associate Degree - Tourism Management, Completed advanced coursework in Hospitality

Limkokwing University of Creative Technology

References

References available upon request

Hobbies and Interests

Gardening, Farming, Travelling, Cleaning

DRIVING LICENSE

Driving License Category: Class B Drivers License

LINK

LinkedIn: linkedin.com/in/monica-baforegi-a14516234

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Hobbies

Farming

Gardening

Travelling

Cycling


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Monica BaforegiCustomer Service Agent/Housekeeper