MARTINA KIORA
Dubai,UAE
Summary
Experienced customer service specialist with a focus on call centre operations and customer satisfaction strategies. Demonstrates proficiency in telephone communication, live chat support, and resolving customer complaints. Strong background in sales reporting and comprehensive product knowledge. Committed to leveraging communication skills to elevate customer experiences and support business objectives.
Overview
13
13
years of professional experience
15
15
years of post-secondary education
1
1
Certification
Work history
Senior customer sales and service agent
Emirates airlines
Dubai, UAE
2022.02 - 2026.02
- Identify customer needs by building rapport and exploring sales opportunities.
- Promote all Emirates-related products actively.
- Issue Emirates tickets, ensuring requests are met with tailored travel solutions.
- Enhance revenue by recommending additional services.
- Handle customer calls professionally, addressing inquiries and complaints.
- Resolve product sales and service challenges effectively.
- Direct inbound calls to appropriate resources.
- Adhere to company policies and procedures for compliance.
Fashion consultant
Tj fashion house
Mombasa, Kenya
2020.01 - 2022.01
- Assisted in styling models to align with brand identity.
- Participated in fashion shows and trade fairs to observe and adopt new trends.
- Conducted client interviews to determine size, style, and color preferences.
- Collaborated with photographers to effectively guide models on set.
- Supported onboarding improvements, achieving a 15% increase in success rate.
Customer service officer
Majid Al Futtaim
Dubai
2014.08 - 2016.12
- Managed customer service /information desk
- Attended to shoppers and tenants' enquiries and feedback
- Provided guidance, direction and feedback to junior staff to maintain high level of service standards
- Assisted in the up keeping of the mall and provide relevant feedback to other relevant departments to assist with continuous improvement
- Assisted in execution of the mall's promotion, events and in sale and redemption of vouchers
- Liaised between customers and management for effective resolution of issues.
- Facilitated smooth transactions by accurately processing sales and payments.
Ticketing clerk and hostess
COAST Bus Company Ltd
, Kenya
2013.04 - 2014.04
- Handled cash and card payments with precision, maintaining customer confidentiality and discretion throughout
- Used cash registers and POS systems to request and record customer orders and compute transactions
- Delivered outstanding customer care with proactive sales and listening skills
- Processed sales, exchange and refund transactions efficiently to reduce customer waiting times
- Greeted customers entering store and responded promptly to customer needs
Education
Diploma of Higher Education - Airline Cabin Crew
Mombasa Aviation College
Mombasa, Kenya 2012.01 - 2012.12
Kenya Certificate of Secondary Education - K.C.S.E
Mwambonu Secondary School
Kenya 2007.01 - 2010.12
Certificate of Primary Education - K.C.P.E
Wumari Primary School
Kenya 1997.01 - 2006.12
Skills
- Call center operations
- Customer satisfaction strategies
- Live chat support
- Complaint resolution
- Customer service excellence
- Interpersonal communication skills
- Product knowledge
Certification
IATA Certificate of Completion
LANGUAGES
English Advanced
Fluent
Swahili
Fluent
Accomplishments
- Service Excellence: Achieved 75% customer satisfaction rating, exceeding company targets consistently.
- Efficiency Improvement: Reduced customer wait times by 30% with efficient call routing.
References
References available upon request.
Timeline
Senior customer sales and service agent
Emirates airlines
2022.02 - 2026.02
Fashion consultant
Tj fashion house
2020.01 - 2022.01
Customer service officer
Majid Al Futtaim
2014.08 - 2016.12
Ticketing clerk and hostess
COAST Bus Company Ltd
2013.04 - 2014.04
Diploma of Higher Education - Airline Cabin Crew
Mombasa Aviation College
2012.01 - 2012.12
Kenya Certificate of Secondary Education - K.C.S.E
Mwambonu Secondary School
2007.01 - 2010.12
Certificate of Primary Education - K.C.P.E
Wumari Primary School
1997.01 - 2006.12