Doreen Kashero is a versatile and dynamic travel professional with over 20 years of experience in the tourism industry. She has a degree in Business Administration and certifications in travel operations. Her experience includes roles managing travel arrangements and logistics for clients as well as sales and reservations. She has a proven track record of ensuring high levels of customer satisfaction and achieving sales targets. Her professional references include former managers from World Bank, ICF, and Kenya Airways who can attest to her strong customer service, organizational and problem-solving skills.

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Doreen Kashero
Physical Address : Hse. No. 36, Court 517 Nyayo Estate, Embakasi, Nairobi
E-mail:dkashero@yahoo.com
Cell: +254-722 391 436
PROFESSIONAL RESUMÉ
PROFESSIONAL PROFILE
I am a versatile, dynamic and committed person who has a stirred up passion in people
management. As an Experienced Travel/Customer Service with over 20 years’ experience in
promoting and selling business and holiday products including the coordination of
requisite logistical aspects to ensure efficient travel to and from the identified destinations.
A passionate & customer oriented tours and travel coordinator extensive managerial
experience in managing all aspects of protocols related to planning, managing and
executing all travel and tour experiences to ensure a high level of customer satisfaction and
company profitability. I am a team player, with solid interpersonal, listenership and
organizational skills, who is able to work with minimum supervision, is quick to adapt to
different environments, and works well under pressure.
QUALIFICATIONS & TRAINING
Academic qualifications
 Degree in Business Administration – On going: University of Nicosia, Nicosia, Cyprus.
 IATA/UFTAA Standard Diploma – December 2012:
Montreal, Canada.
 Associate Diploma in Travel Operations – October 1991 – September 1993: Kenya Utalii
College, Nairobi, Kenya.
 Kenya Certificate of Secondary Education – February 1986 – November 1989:
Changamwe Secondary School, Mombasa, Kenya.
SELECTED TRAINING
 Apr 2000–Galileo Reservation System Training – Sponsored by Kenya Airways, the
training program focused on the core basic reservations and ticketing, that facilitate
agents to commence and work proficiently with a booking system.
 Dec 2008 – International Customer Service Skills Passport – Based Interviewing
Skills: Sponsored by Express Travel Group and conducted by ICCSP in Nairobi. This
training was conducted to train employees on customer service excellence.
 Apr 2009 – Account Management: Sponsored by Express Travel Group and
facilitated by Qt Consulting, relates to managing clients effectively and successfully
managing your relationship with them.

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 Sep 2010 – Introduction to occupational health and Safety – Basic Course
Sponsored by Express Travel Group and facilitated by QT Consulting Ltd, the course
was to create awareness on health and safety in the working place.
 Apr 2011 – Effective Channel Management: Training for all Express Travel staff on
optimization of assortment by channel, based on location potential. Channel
segmentation relies on the same principles as customer segmentation.
 Jul 2011 – Advanced Sales Force Management: This course was designed to
present material in ways that encourage personal and professional growth through
reflection, critical assessment, and the ability to creatively and holistically synthesize
multiple, complex, and competing ideas.
 Aug 2011–Employee Health Wellness: The course was to create effective
combination of employee health promotion and corporate wellness programs that
control costs, ensure quality and heightens employee satisfaction.
WORK EXPERIENCE & SELECTED ACHIEVEMENTS
April 2012 – January 2016 Tour File Manager – Origins Safaris, Nairobi
Reporting to the Managing Director, my duties include:
Preparation of proposals and quotations with full itinerary to clients, with detailed information
on the areas they will visit. This includes but is not limited to; visa requirements, weather and
currencies used.
Organising all logistical arrangements as per the approved itinerary; transfers, transport,
flights, accommodation, park fees where applicable and flying doctor services.
Coordinating with destination properties to ensure customers with special requirements
(special diet, special occasions) are taken care of.
Close liaison and coordination with all players to ensure the efficient execution of planned
safaris; Driver briefing and follow up, daily safari guide updates, supplier payments, flight
reconfirmations to onward destinations.
Organize all travel arrangements for Managing Director.
Invoicing for each tour file.
After sales follow up with the client on how the trip was.
ACHIEVEMENTS
Arranged a trip to Kenya for Mr. Hilton Nathanson co-founder of Marble Bar Asset
Management, his net worth is put at £230 million.
Rerouted guests to connect flights to their next destination during the Jomo Kenyatta
International Airport fire incident.

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I achieved a sales target of 40 clients to witness the solar eclipse in Turkana in 2013.
Assisted guests to get their valuables, left behind during a gorilla trekking safari in Rwanda
just before they took their International flight in May 2014. I am part of the project team that
organises “The ultimate cultural adventure”, an annual event held in Ethiopia between June
and September every year.
May 2005 - March 2012 Tours Consultant, Express Travel Group, Nairobi
Reporting to the Tours Manager, my tasks included:
Responsible for managing the travel and accommodation requirements of all the corporate
client accounts; Lafarge Bamburi Cement, Safaricom, Total Kenya, Knight Frank, General
Motors and Cisco.
Responsible for travel and accommodation requirements Overseas Agents; Jambo Tours (
Sweden, Africa Travel Incorporated (ATI), USA Express Travel Group (Sweden).
Responsible for Resident Tour Leader (Jambo Tours), Housing during his tenure in Kenya and
Tanzania.
Ensuring that rent, telephone bills, water bills and any other official expenses for the Resident
Tour Leader are paid on time.
Managing the sales portfolio and reservations for the Hemingway’s hotel chain, a subsidiary of
the Express travel group.
Managing supplier payments and customer invoicing.
ACHIEVEMENTS
Organising and coordinating the efficient running of a conference for Total Kenya in Eldoret for
over 50 people.
Organize a day trip for top executives of Kenya Airways and KLM to National park including a
barbecue/cocktail and dinner.
Organising the evacuation of an injured guest from the Serengeti park to Sweden.
OTHER WORK EXPERIENCE & KNOWLEDGE/ SKILLS GAINED
June 2004 – April 2005 Tours Consultant – Across Africa Safaris Limited, Nairobi
 Ability to deal with different Markets from Europe to Asia.
June 2000 – May 2004 Tours Executive – Somak Travel Limited, Nairobi
 Handling big groups for the safaris as the organisation mainly dealt with groups.
Dec 1998 – June 2000 Tours Assistant – Chronicle Tours & Travel, Nairobi
 Door to door sourcing for clients as a strategy to attract new customers.
Aug 1996 – Aug 1998 Reservations Officer – Eagle Aviation Limited, Mombasa

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 Responsible for reservations and ticketing for Zanzibar and Lamu Routing.
May 1994 – July 1995 Sales and Reservations Officer – Tropical Nature & Cultural
Safaris, Nairobi
 Organizing and guiding groups tours for learning institutions and companies in general
Mar 1993 – July 1993 Trainee – Kenya Airways, Mombasa
 Reservation using automated systems.
 Ticketing
 Check – In counter, handling customer complaints.
PERSONAL
Date of Birth : 31st January, 1972
Nationality : Kenyan
Marital Status : Married with three children
Hobbies : Swimming, Reading, Travelling
PROFFESSIONAL REFERENCES
Mungai Nginya Lenneiye
Former Country Manager
World Bank – Zimbabwe
Old Lonhro House
88 Nelson Mandela Avenue
P. O. Box 2960
Harare, Zimbabwe
Email:Nlenneiye@gmail.com
MOBILE: (+263) 777 2279213
William Asiko
Chief Executive Officer
Investment Climate Facility for Africa (ICF)
2nd Floor, 50 Mirambo Street
Dar es Salaam,Tanzania,
Email: wasiko@yahoo.com
Tel:(+254) 0722 511743/ +27795267255
Alban Mwendar
Group Human Resource Director
Kenya Airways
P.O.Box 19002 -00501
Nairobi, Kenya
Email: Alban.mwendar@kenya-Airways.com
Tel:(+254)020 6422560
Cell: (+254) 0722 516 772

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