Kibet Millicent

Customer service and chat support professional with experience handling high-volume customer interactions in fast-paced environments. Skilled in customer communication, problem resolution, multitasking, and maintaining high performance metrics. Experienced in travel support, booking assistance, and resolving customer issues efficiently while maintaining professionalism and empathy.

Travel Professional – Chat Support (American Airlines Account) - CCI Global - Nairobi

(2025-03 - 2025-11)

• Provided live chat support to customers regarding flights, bookings, cancellations, and travel inquiries.
• Assisted customers with reservations, refunds, loyalty programs, and airline policies.
• Managed high chat volumes (50–100 chats daily) while maintaining professionalism and accuracy.
• Handled multiple chats simultaneously while ensuring quick response and resolution.
• Resolved customer concerns related to flight changes, check-ins, baggage, and travel documentation.
• Maintained strong quality scores, productivity, and attendance metrics.
• Used internal airline systems to retrieve and update customer information securely.

Dispatcher / Call Operator - Jaiwo Trucking Limited Liability Company

(2023-12 - 2025-01)

• Received and processed transport orders and dispatch requests.
• Coordinated communication between drivers, clients, and operations teams.
• Monitored delivery schedules and ensured timely dispatch of trucks.
• Handled incoming calls and addressed client concerns professionally.
• Maintained accurate records of deliveries and dispatch activities.

Research Assistant - Infotrack Research and Consulting Limited

(2020-06 - 2023-03)

• Collected and analyzed research data for projects.
• Conducted field research and literature reviews.
• Prepared reports and supported research documentation.
• Performed administrative and data entry tasks.

Diploma - Film Production - Kenya Institute of Mass Communication (2016 - 2019)

Kenya Certificate of Secondary Education - Heroes High School Bahati (2012 - 2015)

Kenya Certificate of Primary Education - Kenyatta Primary School (2004 - 2011)