Customer ExperienceCustomer Experience

Key Achievements:

• • • • • • • • • • • • • • • Collaborated with cross-functional teams and developers to design and implement jambojet reward program, ensuring alignment on processes and benefits.. Implemented a comprehensive marketing and digital strategy, resulting in over 50000 new member registrations within the first year and receiving the 'New Product Launch of the Year' award at the MSK Awards 2022. Spearheaded pre-launch, launch, and post-launch activities for the Goma and Lamu routes, including event planning and stakeholder engagement with travel agents, hotels, and influencers. Executed targeted marketing campaigns, leading to a 15% increase in projected revenues and load factors within the first year. Implemented sustainable practices during SkyTeam Sustainable Flight Challenge 2023 to enhance environmental responsibility and operational efficiency. Led the adoption of a sustainable in-flight catering menu, enhancing operational efficiency. Achieved a 30% increase in Customer Satisfaction (CSAT) scores over five years and raised the Net Promoter Score (NPS) by 32% through targeted service improvements and proactive feedback initiatives.

Key Achievements:

Increased CSAT scores by 25% over a 12-month period by implementing customer feedback analysis and optimizing complaint resolution processes. Reduced the average response time for customer inquiries by 40% through the introduction of automated workflows and prioritization systems. Designed and delivered comprehensive training programs for frontline agents, improving their service delivery scores by 30%. Established a structured feedback loop, ensuring 100% follow-up on customer surveys and driving actionable insights to enhance services. Led the deployment of a new CRM system, improving issue tracking and increasing first-call resolution rates by 35%

Key Achievements:

Acted as the main point of contact for customer inquiries, support and service requests • Handled service issues and escalations, ensuring timely resolution • Coordinated with technical teams to resolve connectivity and service challenges • Promoted and sold internet packages and value added services to meet client needs • Identified upselling opportunities to increase revenue and enhance customer experience • Supported client onboarding, service setup and account management • Monitored account performance and customer satisfaction