Wycliffe Tete

Contact Centre Agent at CCI Kenya (Instacart and Spirit Airlines) (2025-04 – 2026-05)

Placing new orders for customers
Review customer accounts and make changes if necessary
Handle customer returns and complaints effectively
Provided information and general knowledge about Instacart products to new customers
Processed refunds and issued credits to customers who are not satisfied with a specific service
Professionally de-escalating irate customers by showing empathy, listening to their concerns accept responsibility for the occurrence and offered a solution at the end of the interaction
Booking new flights and cancelling active tickets
Billing guests after booking completion only when necessary since I mostly sent a self-pay link to the guest to personally process the payment from their end. This was mostly the recommended mode of payment
Upselling and cross-selling Spirit Airlines products
Making sure every guest gets their issue resolved by escalating guests with complex situations to the appropriate queues
Prompting the Bank of America Spirit Airlines MasterCard to guests by providing detailed information and benefits of having the card to guests. After prompting, I connected interested guests with an agent from the Bank of America to commence with the application of the card

Cyber Attendant at Shitec Cyber and Electronics (2022-02 – 2025-04)

Providing customers with services like printing, typesetting, lamination, photocopy, taking passport pictures and also assisting them with other online applications
Taking my customers through basic computer knowledge and skills
Kept accurate records of logs and inventories of the shop
Managed internet browsing and computer usage by my clients
Providing exceptional customer service and also maintaining a clean and tidy environment within the premise for an efficient working environment

Aquaculture Technician at Kiamumbi Aquaculture Project (2018-11 – 2021-09)

Took the responsibility of the day-to-day activities of the farm
Creating the standard operating procedures of the farm
Receiving and recording the newly brought in project inventory
Recording and keeping everyday expense output of the farm
Feeding, grading and processing fish in order to prepare them for marketing
Breeding the fish depending on the specified species
As the technician I also did internship on new students brought in for their academic attachment
Ensured the storage chamber for work equipment and fish feed was kept clean to prevent infestation from pests
Cleaned work equipment and put them back in store ready for the following work routine

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