Mary Wanjiku Mwangi
Summary
Results driven customer experience professional with over 10 years’ experience across aviation, financial services and corporate environments. Proven ability to improve customer satisfaction, streamline operations and support executive leadership through strong coordination and data driven insights. Skilled in stakeholder management, process improvement and delivering efficient, high quality service in fast paced environments.
Overview
23
23
years of professional experience
Work History
Customer Experience Assistant
Jambojet
01.2014 - 04.2025
- Collaborated with cross-functional teams and developers to design and implement jambojet reward program, ensuring alignment on processes and benefits..
- Implemented a comprehensive marketing and digital strategy, resulting in over 50000 new member registrations within the first year and receiving the 'New Product Launch of the Year' award at the MSK Awards 2022.
- Spearheaded pre-launch, launch, and post-launch activities for the Goma and Lamu routes, including event planning and stakeholder engagement with travel agents, hotels, and influencers.
- Executed targeted marketing campaigns, leading to a 15% increase in projected revenues and load factors within the first year.
- Implemented sustainable practices during SkyTeam Sustainable Flight Challenge 2023 to enhance environmental responsibility and operational efficiency.
- Led the adoption of a sustainable in-flight catering menu, enhancing operational efficiency.
- Achieved a 30% increase in Customer Satisfaction (CSAT) scores over five years and raised the Net Promoter Score (NPS) by 32% through targeted service improvements and proactive feedback initiatives.
- Oversee the strategic design, implementation, and optimization of customer experience programs to ensure a best-in-class customer experience.
- Analyze and evaluate customer behaviors and sentiments, developing a roadmap for customer experience goals.
- Plan and execute targeted customer journeys for each defined segment to align with strategic objectives.
- Track customer feedback and create strategies to enhance the overall customer experience.
- Conduct in-depth analysis of the customer database to gain insights that drive business growth, optimizing Customer Lifetime Value.
- Analyze customer data and activity to identify commercial opportunities, highlighting areas for review, analysis, and improvement.
- Ensure adherence to data governance standards, capturing data consistently and appropriately across various touchpoints and channels while complying with regulations.
- Extract, analyze, and interpret data from multiple sources to enable data visualization and translate findings into actionable insights.
- Manage the design and execution of the loyalty program, identifying opportunities for strategic growth and development.
- Implement and deliver loyalty programs and other customer-related technologies in collaboration with departments to meet KPIs.
- Drive omni-channel sales performance and maintain customer-centricity across all touchpoints.
- Stay updated on CRM and customer loyalty best practices, applying relevant strategies.
- Manage strategic customer projects, ensuring delivery on time and within budget.
- Support marketing objectives to create a consistent and cohesive brand experience across all channels, driving customer base growth and increasing lifetime value.
Executive Assistant to the CEO
Jambojet
01.2014 - 05.2019
- Successfully led the implementation of a new digital scheduling system, reducing executive meeting preparation time by 40% and boosting overall team productivity by 25%.
- Organized annual company retreats and corporate events, achieving a 95% satisfaction rating from attendees. Effectively managed logistics for high-profile meetings, including catering, audiovisual setup, and guest accommodations.
- Introduced automation tools for document management, cutting manual effort and processing time by 50%. Transitioned the office to a paperless system, resulting in significant cost savings and enhanced environmental sustainability.
- Fostered strong relationships with key stakeholders and clients, enhancing collaboration and trust. Represented the executive professionally in meetings, ensuring seamless and productive interactions with external partners.
- Managed complex calendars for company executives, prioritizing inquiries and requests while resolving scheduling conflicts and providing proactive recommendations to ensure smooth operations.
- Coordinated all logistics for executives, including scheduling meetings, preparing agendas, and developing, compiling, and distributing presentation materials.
- Performed a wide range of administrative tasks to support executives, including assisting with special projects, preparing information for staff meetings, arranging travel, processing expenses, handling visa applications, and preparing correspondence.
- Collaborated with executives to keep them informed of upcoming commitments and responsibilities.
- Organized and coordinated office functions, activities, and communications, ensuring efficient workflow and office operations.
- Greet guests and provide hospitality, contributing to a welcoming office environment.
- Handled executive correspondence with a high degree of confidentiality and professionalism.
- Developed and maintained office systems, including data management and filing procedures.
- Arranged travel, visa, and managed phone inquiries and requests, addressing them when appropriate.
- Managed and organized the MD's diary, scheduling appointments and meetings as required.
- Liaised with clients, suppliers, and staff to facilitate effective communication.
- Responded to emails, faxes, and posts promptly and professionally.
- Served as a point of contact for the department, answering incoming calls and email messages.
- Maintained department records, including spreadsheets and databases that track suppliers, sales, and customers.
Customer Experience Specialist
Sirius Financial Systems
01.2010 - 05.2013
- Increased CSAT scores by 25% over a 12-month period by implementing customer feedback analysis and optimizing complaint resolution processes.
- Reduced the average response time for customer inquiries by 40% through the introduction of automated workflows and prioritization systems.
- Designed and delivered comprehensive training programs for frontline agents, improving their service delivery scores by 30%.
- Established a structured feedback loop, ensuring 100% follow-up on customer surveys and driving actionable insights to enhance services.
- Led the deployment of a new CRM system, improving issue tracking and increasing first-call resolution rates by 35%.
- Developed and maintained strong relationships with both new and existing customers by anticipating their needs and exceeding service delivery expectations.
- Ensured high levels of customer satisfaction by facilitating new account launches and addressing customer inquiries and concerns promptly.
- Reviewed, analyzed, and delivered detailed customer reports, including customer satisfaction and qualitative annual reports, providing data-driven recommendations based on analysis and trends.
- Identified customer needs and opportunities for up-selling and cross-selling, while fostering repeat business and referrals through exceptional customer support.
- Provided first-line technical support by responding to support queries via phone, email, and fax, serving as the primary point of contact for the company's customers and partners regarding product support issues within the African region.
- Logged, defined, prioritized, analyzed, and resolved issues related to the product suite and dependent infrastructure in alignment with best practices and corporate procedures.
- Documented customer issues in the service request system, ensuring all necessary details are provided and resolving or escalating calls in accordance with best practices.
Account Manager
Swift Global Limited
05.2002 - 12.2007
Education
Bachelor of Arts - Communication Science
University of South Africa
01-2019
Diploma - Information Technology
Jomo Kenyatta University
01-2002
Skills
- Customer experience leadership
- Event planning
- Client relationship management
- Administrative expertise
- Marketing proficiency
- Communication skills
- Organizational abilities
- Strategic planning
- Decision-making
- Time management
- Data analysis
- Customer journey mapping
- Stakeholder engagement
- Confidentiality understanding
- Executive support
- Board meeting preparation
- Meeting organisation
- Office administration
- Adaptive team player
- Energetic work ethic
- Time-management
- Strong customer service orientation
Awards
Aviation Business Excellence Awards - KAA
References
- Available upon request
Timeline
Customer Experience Assistant
Jambojet
01.2014 - 04.2025
Executive Assistant to the CEO
Jambojet
01.2014 - 05.2019
Customer Experience Specialist
Sirius Financial Systems
01.2010 - 05.2013
Account Manager
Swift Global Limited
05.2002 - 12.2007
Bachelor of Arts - Communication Science
University of South Africa
Diploma - Information Technology
Jomo Kenyatta University