DIANAH MUSANGA KWEYU
Nairobi
Summary
Dedicated Customer Service professional with extensive experience in aviation, hospitality, and high volume passenger environments. Skilled in conflict resolution, VIP handling, effective communication, and delivering world class customer experiences. Demonstrated expertise in safety procedures, operational coordination, and managing diverse customer requests with professionalism and cultural sensitivity. Adept at problem-solving, team leadership, and commitment to ensuring exceptional customer experience.
Overview
5
5
years of professional experience
Work History
Senior Customer Service Agent
Radisson Blu Hotel Nairobi
09.2023 - Current
- Delivered high-quality guest service, maintaining excellent satisfaction ratings.
- Handled escalated guest concerns, ensuring prompt resolution.
- Streamlined check-in/check-out, cutting wait times by 25% during peak hours.
- Trained and supported junior staff on service standards and communication protocols.
- Increased upsell conversions by 10% through proactive recommendations.
Customer Service Representative
Tradewinds Aviation Services – Jomo Kenyatta International Airport (JKIA)
01.2021 - 08.2023
- Assisted passengers throughout check-in, boarding, transfers, and arrivals, ensuring a smooth and positive customer experience.
- Provided accurate flight, gate, terminal, and baggage information, along with guidance on lounges, transport, and airport facilities.
- Minimized delays by coordinating quickly with ground staff and resolving issues before they escalated.
- Increased accuracy of lost & found tracking by 30%, speeding up customer follow-ups.
- Prepared passenger assistance updates and shift information to support supervisors with accurate reporting.
- Monitored the overall quality of passenger areas, including cleanliness and facility readiness, and reported issues to maintain required service standards.
Education
Virtual Assistant Professional Certification - undefined
ALX Africa
01.2025
Computer Packages Certification - undefined
Partner For Care Computer College
01.2024
Kenya Certificate Of Secondary Education - undefined
Kapsotik High School
Skills
- Customer Service Excellence
- Passenger Handling & Check-in Systems
- Conflict Resolution
- Team Leadership
- Cultural Sensitivity
- Safety & Emergency Procedures
- Communication & Interpersonal Skills
- Multi-tasking & Time Management
- Data Entry & Reporting (Aviation Systems)
- Google Workspace & Microsoft Office
LANGUAGES
English — Fluent
German — Conversational
References
- BRAVILE, ADUVUKHA, 0748107207, RADISSON BLU
- PHOEBE, ITALIA, 0703120369, TRADE WINDS
INTERESTS
Travel and hospitality service, Aviation customer experience, Continuous professional development, Community service
Timeline
Senior Customer Service Agent
Radisson Blu Hotel Nairobi
09.2023 - Current
Customer Service Representative
Tradewinds Aviation Services – Jomo Kenyatta International Airport (JKIA)
01.2021 - 08.2023
Virtual Assistant Professional Certification - undefined
ALX Africa
Computer Packages Certification - undefined
Partner For Care Computer College
Kenya Certificate Of Secondary Education - undefined
Kapsotik High School