John Bosco Gachanja
About John Bosco Gachanja
John Bosco Gachanja is a Customer Support Team Leader at Travelport in Nairobi, Kenya, with extensive experience in customer service and travel consultancy. He has implemented customer experience strategies and specializes in customer journey mapping to enhance satisfaction and retention.
Current Role at Travelport
John Bosco Gachanja serves as the Customer Support Team Leader at Travelport, a position he has held since 2021 in Nairobi, Kenya. In this role, he leads a team focused on enhancing customer satisfaction and retention through effective customer journey mapping. He coordinates communication across departments to ensure seamless service delivery and develops business strategies that align customer support operations with the company's goals.
Experience at Travelport
Prior to his current position, Gachanja worked at Travelport as a Customer Service Specialist from 2015 to 2021. During this time, he implemented customer experience process design and service recovery management strategies. His expertise in cargo handling and reservations contributed to comprehensive travel advisory services, optimizing customer support operations through the use of Galileo software systems and electronic booking tools.
Previous Employment at Euro Africa Travel Kenya
Gachanja was employed as a Senior Travel Consultant at Euro Africa Travel Kenya from 2012 to 2015. His role involved providing travel advisory services and managing customer inquiries, which laid the foundation for his subsequent career in customer support within the travel industry.
Educational Background
Gachanja studied Business Administration and Management at St. Paul's University, where he earned a Bachelor of Business Administration and Management in 2018. He also completed a Diploma in Travel and Tourism from IATA Training in 2008. Additionally, he studied Distribution and Airline Retailing with NDC at IATA Training in 2020, further enhancing his expertise in the travel sector.
Skills and Specializations
Gachanja specializes in customer journey mapping, which focuses on enhancing customer satisfaction and retention. He leads training and mentoring programs for customer care representatives to improve service delivery. His role also includes troubleshooting and help-desk support to efficiently resolve customer issues, demonstrating his commitment to high-quality customer service.