Summary
Overview
Work History
Education
Skills
Key Projects Initiatives
Timeline
Generic

EDITH AKENGA

Revenue Integrity And Fraud Analyst
Nairobi

Summary

Analytical, detail-oriented, and highly ethical Revenue Integrity & Fraud Analyst with 8+ years of experience in aviation revenue protection, fraud detection, and staff travel compliance. Demonstrated success in designing and implementing fraud prevention controls, managing staff travel systems, ensuring interline policy adherence, and minimizing revenue leakage across multiple touchpoints. Skilled at leading cross-functional audits, managing GDS operations, automating abuse detection, and building strong internal controls. Adept at aligning staff travel policies with HR and Finance frameworks to safeguard entitlements and improve operational accountability.

Overview

22
22
years of professional experience
6055
6055
years of post-secondary education

Work History

Revenue Integrity and Fraud Analyst

Kenya Airways
01.2024 - Current
  • Led revenue assurance and fraud management for staff travel, interline, and non-revenue ticketing programs across global operations.
  • Developed and deployed fraud monitoring logic to flag misuse of staff travel benefits, resulting in a 70% reduction in abuse cases within 12 months.
  • Streamlined interline ticketing compliance across 50+ partner carriers via rule automation on myIDTravel and GDS filters.
  • Conduct detailed investigations on suspicious bookings, duplicate usage, and third-party misuse; enforced disciplinary recommendations with HR.
  • Implemented real-time eligibility syncing with HRIS systems, increasing compliance accuracy by 95%.
  • Collaborate with internal audit, IT, and commercial teams to review loopholes, system gaps, and staff travel-related chargebacks.
  • Lead reporting on revenue leakage, recovery, and abuse metrics for senior finance and risk committees.

Team Leader - Customer Excellence Center (Staff Travel)

Kenya Airways
01.2023 - 12.2023
  • Managed global staff travel operations, supporting 10,000+ employees and dependents across multiple stations.
  • Coordinated and maintained over 50 interline agreements, ensuring alignment with HR policies and partner rules.
  • Led implementation and continuous improvement of staff travel self-service tools (e.g., I-Safari, myIDTravel), resulting in a 60% increase in efficiency.
  • Investigated abuse cases and enforced compliance controls, maintaining zero financial loss due to misuse over three consecutive audit cycles.
  • Liaised with HR, payroll, and finance to automate approvals and deductions, improving reporting accuracy and reducing monthly reconciliation errors by 90%.
  • Delivered regular training and updates to employees and station managers on staff travel eligibility and booking procedures.

Team Leader - Customer Excellence Center (Loyalty Operations)

Kenya Airways
01.2022 - 12.2022
  • Oversaw loyalty servicing operations for a base of 5M members, achieving a 97% CSAT score and reducing loyalty-related escalations by 40%.
  • Launched call center support for new tier benefit packages, including personalized concierge servicing and priority handling, leading to a 25% uplift in Elite tier renewals.
  • Collaborated with Marketing and Commercial teams to roll out loyalty campaigns and accurately track member feedback across voice, chat, and email channels.
  • Trained and managed a team of 20 loyalty support agents, developing scripts and resolution workflows that reduced average handling time by 30%.

Team Leader - Customer Excellence Center (Back-Office Operations)

Kenya Airways
05.2018 - 12.2021
  • Streamlined payment verification and refund approvals, reducing turnaround time by 45% while maintaining compliance with airline and banking policies.
  • Led a specialized unit handling social media escalations, improving digital response time by 60% and boosting customer sentiment scores.
  • Designed and implemented a central dashboard to track refunds, chargebacks, and social media complaints, enhancing visibility and reporting to senior leadership.
  • Trained and supervised a team of 27 agents across payments, refunds, and social media queues—maintaining 98% SLA adherence and zero audit flags.

Contact Center Agent

Kenya Airways
05.2011 - 04.2018
  • Ticket Sales and Reservations: Sold and issued airline tickets through various channels, assisted with flight reservations, and provided flight information.
  • Customer Service: Managed flight reservations, ticketing, and customer support, consistently exceeding CSAT (Customer Satisfaction) targets by 20%.
  • Promotions and Upselling: Informed customers about promotions and discounts, and identified opportunities to upsell additional services.
  • Payment and Booking Management: Processed payments accurately, and managed bookings, changes, and cancellations per customer needs and airline policies.
  • Check-in and Baggage Assistance: Assisted with baggage handling and check-in procedures, ensuring compliance with airline regulations.
  • Travel Information and Document Verification: Provided travel-related information, ensured customers had necessary travel documents, and updated passenger records.

Customer Service Agent - Cargo

Kenya Airways
03.2005 - 04.2011
  • Negotiated and arranged transport of goods with shipping or freight companies.
  • Created documents of load plans, flight manifests, Airway bills, cargo cleanliness inspections, and transportation processes.
  • Updated clients on cargo and mail statuses by closely monitoring receipt and tracking processes.
  • Compiled accurate cargo documents like Airway bills, cargo manifests, NOTOC to avoid shipping errors and met regulatory standards.
  • Liaised with customers by providing status updates and explaining cargo shipment delays.
  • Checked import and export documentation to determine cargo contents and classified goods into different tariff or fee groups.
  • Detected damages and discrepancies in cargo shipments with careful inspections and close monitoring.
  • Implemented and maintained security protocols to safeguard cargo shipments.
  • Utilized computer systems to manage cargo shipments and accurately track goods.

Sales and Marketing Officer

Octagon Hygienic Services
03.2003 - 10.2004
  • Generated new business with both inbound and outbound marketing campaigns.
  • Planned developed and delivered campaigns on time and within budget.
  • Implemented aggressive advertising/marketing initiatives resulting in market awareness and new client acquisition.
  • Conducted presentations about products to large and small groups, outlining optimal benefits and competitive advantages.

Education

Master of Business Administration -

Management University of Africa
Nairobi, Nairobi Province, Kenya
12-2026

Bachelor of Leadership and Management -

Management University of Africa
Nairobi, Nairobi Province, Kenya
04-2025

Diploma in Clearing & Forwarding -

Eldoret Aviation Training Institute
Eldoret, Uasin Gishu, Kenya
09-2001

Skills

    MS Excel (VLOOKUP, Pivot Tables, Conditional Formatting)

    Data Analysis: Excel, Power BI

    Process Automation & Fraud Detection

Key Projects Initiatives

  • Global T&E Policy Standardization, Led a cross-regional initiative to harmonize the organization’s Travel & Expense policies. Aligned with HR, Legal, and Internal Audit to ensure global compliance, resulting in a 25% reduction in policy violations within 12 months.
  • Travel Provider Transition & Implementation, Managed the full lifecycle of onboarding a new global travel provider, from RFP and vendor selection to contract negotiation and go-live. Developed training materials and facilitated a smooth transition with zero service disruption.
  • T&E Audit & Risk Mitigation Framework, Designed and deployed a structured monthly audit framework for travel and expense claims. Identified $30,000 in non-compliant claims, introduced spot checks and exception reports, and improved detection efficiency by 35%.
  • Executive Dashboard & Reporting Automation, Built and presented monthly travel and expense insight packs using Excel and Power BI. Enabled senior leadership to monitor trends, budget adherence, and high-risk behavior, driving strategic compliance decisions.
  • Employee Training & Engagement Campaign, Launched a T&E compliance awareness program via webinars, policy guides, and quick-reference tools. Increased employee adherence and reduced expense-related queries by 50%.
  • ERP System Enhancement for Policy Controls, Worked with IT and Finance to configure ISafari controls for per diem limits, submission timelines, and automated policy flags. Achieved a 20% improvement in claim accuracy and compliance.

Timeline

Revenue Integrity and Fraud Analyst

Kenya Airways
01.2024 - Current

Team Leader - Customer Excellence Center (Staff Travel)

Kenya Airways
01.2023 - 12.2023

Team Leader - Customer Excellence Center (Loyalty Operations)

Kenya Airways
01.2022 - 12.2022

Team Leader - Customer Excellence Center (Back-Office Operations)

Kenya Airways
05.2018 - 12.2021

Contact Center Agent

Kenya Airways
05.2011 - 04.2018

Customer Service Agent - Cargo

Kenya Airways
03.2005 - 04.2011

Sales and Marketing Officer

Octagon Hygienic Services
03.2003 - 10.2004

Master of Business Administration -

Management University of Africa

Bachelor of Leadership and Management -

Management University of Africa

Diploma in Clearing & Forwarding -

Eldoret Aviation Training Institute

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