Robert Ambundo

Highly experienced aviation and customer service professional with over 20 years of progressive experience in airline operations, reservations, ticketing, flight disruption management and customer contact Centre services. Proven ability to manage emergency situations, coordinate with multiple stakeholders, and provide exceptional customer support in high-pressure and multicultural environments. Strong organizational, communication, and problem-solving skills with extensive knowledge of aviation procedures and customer service excellence.

Senior Customer Service Agent – Station Call/Contact Centre - QATAR AIRWAYS - Doha, Qatar

(2023-02 - 2026-06)

• Managed customer enquiries and escalations through telephone and emails.
• Assisted customers with complex itineraries and special service requests.
• Delivered high-quality customer service while maintaining company standards.
• Worked effectively in a fast-paced multicultural environment.

Lead Customer Service Agent – Station Call/Contact Centre - QATAR AIRWAYS - Doha, Qatar

(2020-07 - 2023-02)

• Processed refund requests and submitted to service providers through the Card Payment Gateway.
• Managed customer enquiries and escalations through emails and digital channels.
• Assisted customers with special service requests.
• Coordinated with commercial and operational departments to resolve customer concerns.

Senior Ticketing Agent - Station Reservations and Ticketing - QATAR AIRWAYS - Doha, Qatar

(2014-10 - 2020-06)

• Managed flight cancellations, delays, diversions, and misconnections.
• Coordinated passenger recovery and rebooking solutions during irregular operations.
• Liaised with Airport operations and other stakeholders to minimize disruptions.
• Handled emergency and time-sensitive situations professionally.
• Resolved customer complaints and escalations.

Senior Reservations Agent – Reservations and Ticketing (Sales shop) - QATAR AIRWAYS - Doha, Qatar

(2012-11 - 2014-09)

• Reservations and Ticketing.
• Processed payments and maintained records.
• Assisted Travel agencies and individual passengers.
• Managed complex itineraries and fare calculations.
• Delivered excellent customer service to international clients.

Senior Reservations Agent – Reservations and Ticketing Department - QATAR AIRWAYS - Doha, Qatar

(2010-11 - 2012-10)

• Managed customer enquiries and escalations through telephone and emails.
• Reservations and Ticketing.
• Assisted customers with complex itineraries and special service requests.
• Delivered high-quality customer service while maintaining company standards.
• Worked effectively in a fast-paced multicultural environment.
• Assisted customers with special service requests.

Head of Reservations - JETLINK EXPRESS LIMITED - Nairobi, Kenya

(2007-03 - 2010-10)

• Supervised reservations, operations and staff schedules.
• Managed customer complaints and escalations.
• Ensured operational efficiency and service quality.
• Reservations and Ticketing.

Industrial attachment - QATAR AIRWAYS - Nairobi, Kenya

(2006-06 - 2006-09)

• Telephone enquiries.
• Assisted travel agencies/Customers with flight waitlist/confirmations.
• Fare quotations.
• Issuing of Miscellaneous Charge Orders.

Industrial attachment - TRAVEL IN STYLE LIMITED - Nairobi, Kenya

(2006-04 - 2006-04)

• Assisted with reservations and ticketing.
• Supported in Holiday packages arrangements.

Customer Service Assistant – UN Commissary - FLEMINGO INTERNATIONAL - Gigiri, Kenya

(2005-12 - 2005-12)

• Provided customer service support to UN customers.
• Assisted customers and ensured efficient service delivery.

IATA/UFTAA Travel and tourism Consultant - Travel and Tourism - Career Training Centre (2002-07 - 2004-04)

IATA/UFTAA Travel and Tourism foundation - Travel and Tourism - Career Training Centre

Cambridge Career Awards in Business Management - Business Management - Career Training Centre