Ms Monica Baforegi
Customer Service Agent
Gaborone
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Agent
SAFIRI TRAVEL SERVICES PTY
04.2019 - Current
- Enhanced customer satisfaction by efficiently resolving complex issues and addressing concerns.
- Streamlined call handling for improved productivity and reduced wait times.
- Mentored junior agents to develop their skills and elevate the team''s overall performance.
- Implemented new procedures to enhance communication between departments, leading to a more cohesive customer service experience.
- Reduced customer complaints by promptly identifying problems and implementing effective solutions.
- Collaborated with team members to consistently exceed monthly targets and company objectives.
- Delivered exceptional support by accurately tracking customer requests and providing timely updates on resolution progress.
- Boosted positive feedback from customers through attentive listening, empathy, and tailored solutions.
Sales and Service Specialist
Travel Wing-Kenya Airways PSA
11.2016 - 02.2019
- Increased sales revenue by consistently meeting and exceeding sales targets through effective product presentation and client relationship management.
- Delivered exceptional customer service, resulting in increased repeat business and client referrals.
- Developed strong rapport with customers, fostering loyalty and trust for sustained business growth.
- Implemented successful sales strategies to identify new leads and expand market presence.
- Collaborated with cross-functional teams to drive cohesive sales approach and optimize overall performance.
- Conducted comprehensive market research, enabling more targeted sales efforts for improved outcomes.
- Utilized persuasive communication skills to successfully negotiate deals and close contracts.
- Provided expert product knowledge, demonstrating the value proposition of offered services or products to prospective clients.
Sales and Ticketing Agent
Kenya Airways
02.2012 - 11.2016
- Enhanced customer satisfaction by efficiently processing ticket purchases and reservations.
- Streamlined wait times for customers by managing queues and handling inquiries promptly.
- Resolved customer complaints by offering solutions and escalating issues when necessary.
- Maintained accurate records of transactions, ensuring accountability in all financial exchanges.
- Increased repeat business by building rapport with customers and providing exceptional service.
- Assisted passengers with special needs or accommodations, ensuring a comfortable travel experience.
- Collaborated with colleagues to maintain a consistently high level of service across all departments.
- Kept current on airline policies and procedures to provide accurate information to passengers at all times.
Education
Associate Degree in Tourism Management - Tourism And Hospitality
Limkokwing University Of Creative Technology
Gaborone11.2009
Skills
- Payment Processing
- Staff Training
- Performance Analysis
- Strategy Development
- Customer Retention
- Call Center Operations
- Negotiation
- Good Communication Skills
- Results and customer oriented
- Farming Skills
- Gardening skills
- Driving Skills
- Adaptability
- Willingness to learn
Gardening, farming, Travelling
Gardening
*I grow some vegetables in the backyard and its so peaceful and rewarding.
*It makes me so happy and also reminds me to be patient, just watching the plants grow from tiny, little sprouts to big beautiful plants
in an incredibly satisfying manner.
Farming
*I have a passion for Agriculture, seeing a new crop emerge each year while doing everything in my power to achieve great yields.
*A subsistence /hobby farmer and sell extra produce.
Travelling
*Interested in international and local travel, a wonderful opportunity to explore new places, try new foods and meet new people.
*Travel gives me the chance to learn about different cultures and made me understand and appreciate the world around me.
*It helps me develop my language skills.
Languages
English
Native language
Timeline
Senior Customer Service Agent
SAFIRI TRAVEL SERVICES PTY
04.2019 - Current
Sales and Service Specialist
Travel Wing-Kenya Airways PSA
11.2016 - 02.2019
Sales and Ticketing Agent
Kenya Airways
02.2012 - 11.2016
Associate Degree in Tourism Management - Tourism And Hospitality
Limkokwing University Of Creative Technology
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