LUCY OCHIENG

Dynamic professional with extensive experience at Kenya Airways Plc, excelling in customer retention and conflict resolution. Proven track record in optimizing check-in procedures and enhancing guest relations, resulting in reduced handling complaints. Skilled in ticketing systems and strategic management, ensuring timely flight operations and exceptional service delivery.

• Supervisory Skills
• Basic Business Skills
• Business Etiquette
• Leadership and Building an Effective Team
• Leadership and Change
• MS Projects
• MS Office 2013 Word
• MS Office 2013 Excel
• MS Office 2013 Access

1. Anthony Siboe, Resource Hub Implementer, Kenya Airways Plc, +254 (0) 728353106, anthony.siboe@kenya-airways.com

2. Cynthia Malala, Customer Service Supervisor, Kenya Airways Plc, +254 (0) 721885388, cynthia.malala@kenya-airways.com

• Achieved not less than 80% on time performance on the flights handled.
• Made check in process faster by promptly assisting staff with the check in system.
• Ensured 98% gate closure at -20 and Flight update announcements to Passengers as per standard operating practices.
• Trained interns and new staff on the check in system usage.
• Reduced ground handling related complaints from the passengers.
• Successfully achieved 100% guest reconciliation on all flights handled and nil flights dispatched with discrepancy.

• Check in Controller, Kenya Airways Plc, 08/2021, Present, Editing all departing flights and ensuring special passengers are given seating priority through seat allocation., Liaising with the catering department to ensure that flights have adequate meals on board including special meal requests., Handling disruptions by re-booking and rerouting passengers., Monitoring opening and closing of flights to ensure that all flights depart on schedule., Resolving flight overbooking or cancellation issues by making sure the passengers are booked and rebooked appropriately., Preparing daily flight handling reports and forwarding to the relevant line managers for action to be taken., Expediting acceptance of late passengers especially those with special cases., Resolving passenger ticketing issues.
• Customer Service Agent, Kenya Airways Plc, 01/2011, 12/2021, Checked-in passengers using ALTEA DCS, CRANE DCS, TRAVEL SKY and SABRE systems and verifying passengers’ travel documents., Processed tickets, checked-in baggage and monitored carry-on baggage for size and quantity, charging and collecting checked-in baggage fees and assigning passenger seats appropriately., Provided information on arrival and departure times, boarding procedures, gate changes, and carry-on regulations., Assisted customers with special needs/minors and quickly addressing and resolving customer complaints., Dealt with the passenger inquiries regarding the arrival and departure of flights and making sure that passengers get on board the correct flight., Facilitated visa and Hotel Reservations for the guests., Meeting and assisting special needs passengers, VIPs and governmental officials., Transfer Desk administrative officer: Handled disruptions at transfer desk, issuing letters, rerouting passengers and issuing lounge/hotel access voucher as permitted., Ensured smooth and quick transfer of passengers.
• Acting, Customer Airline Co-ordinator, Kenya Airways Plc, 07/2019, 07/2019, Assisted staff in resolving system problems during check in., Delivered passenger services On Time Performance for Customer Airlines and Kenya Airways by limiting delays., Enforced and documented pre-flight handling briefings and flight check lists for Customer Airlines., Ensured that staff report to their places of work on time., Reduced handling related complaints from Customer Airlines., Filled in the daily flight pack and uploaded flight check lists in the system., Promptly updated and sent monthly Customer Airlines’ rotation numbers and Passenger figures to the respective Customer Airlines., Promptly informed Hub Control Centre of any Customer Airline Ground Handling Agent related delays., Promptly informed staff of any changes in Customer Airlines handling.
• Research Assistant, VAS Consultants Ltd, 06/2010, 12/2010
• Teacher, Nyabisawa Girls High School, 01/2010, 05/2010