Mecyline Atieno Ouma
Nairobi
Summary
Amiable, Energetic and resourceful customer experience professional in aviation with over 12 years of experience.
Strives to deliver prompt and reasonable customer solutions. Ability to cultivate key customer relationships in fast paced and diverse environment. Expertise in motivating, inspiring and leading teams to success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist
Artcaffe Coffee & Bakery
Nairobi
04.2023 - 10.2023
- Tracking customer experience across online/offline channels, devices and touch points
- Raising red flags whenever the business process-billing, installation or anything pre or post sales, needs corrections to ensure the customer has a seamless experience with the company
- Training employees on how to handle customer complaints or queries on about products or services
- Maintaining customer satisfaction with product or service and making adjustments when needed
- Analysis data to identify trends in customer preferences, needs and buying habits so that the companies can make informed business decisions based on those findings
Customer Relationship management/ Cabin Manager
Etihad Airways
Abu Dhabi
08.2014 - 11.2020
- Responsible for overall delivery and management of aircraft crew and execution of premium services to all customers
- Ensured highest level of safety and compliance to GCAA regulations
- Responsible for safety and service of up to five hundred customers per flight, managed teams of up to 25 cabin crew: on both local and international flights
- Management of preflight operations, runway, and ground communications
- F&B activities and passengers on boarding process, final check and sign off for take-off and landing
Cabin Senior
Etihad Airways
Abu Dhabi
06.2008 - 07.2014
- Managed preflight meetings: introduced crew, communicated flight details schedules, outline emergency evacuation procedures, and addressed any managerial operational and administrative issues
- Conducted briefing sessions for up to 25 flight attendants to review flight details, emergency procedures and coordinate duties
- Responsible for safety and service delivery in economy cabin and overall in charge in narrow- bodied aircraft
- Mentored new-hire flight attendants, supported them in developing customer service skills and perfecting safety related duties
- Delivered service recovery and solved passenger complaints
Telephone Operator& Business Centre Secretary
Arabian Park Hotel
Dubai
09.2007 - 04.2008
- Attended regular training to advance Customer care knowledge and offer optimized telephone services
- Received and actioned incoming guest calls, ascertaining necessary information to process call effectively
- Recorded and distributed guest calls using telecom telephone system, enabling easy transfer of calls
- Provided warm, professional customer support with exceptional efficiency for maximized satisfaction ratings
- Set schedules, implemented new policies, and worked with managers to optimize operational procedures and establish clear objectives
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
Senior Cashier/Supervisor
Gourmet ventures
Nakuru
12.2005 - 01.2006
- Responsible for delivery of exceptional customer service to all clients
- Operated cash register with proficiency during high-volume shopping times
- Bagged up merchandise by following standard procedures
- Issued receipts for purchases and gifts
- Minimized long register queues by completing sales transactions quickly
Business Owner Freelance Beautician/Make-up artist
Nairobi
10.2023
- Services Client Consultation Skin care treatments Make-up application Nail care Eye brow shaping Massage therapy
Education
Advanced Diploma - Beauty Therapy
Vera Beauty & Fashion COLLEGE
Nairobi03.2022
Certificate - High School Education (KCSE)
ST. Teresa's Girls High School
Nairobi Kenya02-2006
Associate Degree - HRM & BUSINESS MANAGEMENT
Penn Foster College
ArizonaSkills
- Excellent communication skills
- Outstanding organizational, multitasking and problem-solving skills
- Training development and employee coaching
- Customer Service
- AED Operation
- Staff Development
Training
- Cabin Manager Training Etihad Airways Academy, Abu Dhabi
- Cabin Senior Training Etihad Airways Academy, Abu Dhabi
- Elevate Leaders Training Etihad Airways Academy, Abu Dhabi
- Inspired Service training First class Etihad Airways Academy, Abu Dhabi
- Airport Operations, 2015
- International Air Transport Association -Abu Dhabi
- Information Technology,2006
- Ellect Training College - Nakuru, Kenya
Affiliations
Swimming
Jogging&Cycling
Languages
Swahili
First Language
English
Beginner
A1
Certification
- Cabin Manager Training- Etihad Airways Academy, Abu Dhabi, UAE
- Cabin Senior Training- Etihad Airways Academy, Abu Dhabi , UAE
- Elevate Leadership Training- Etihad Airways Academy, Abu Dhabi UAE
- Inspired Service First&Business Class- Etihad Airways Academy- Abu Dhabi
- Airport Operations- IATA
- Basic caregiving and first aid- St. Johns Ambulance
References
References available upon request.
Timeline
Business Owner Freelance Beautician/Make-up artist
10.2023
Customer Experience Specialist
Artcaffe Coffee & Bakery
04.2023 - 10.2023
Customer Relationship management/ Cabin Manager
Etihad Airways
08.2014 - 11.2020
Cabin Senior
Etihad Airways
06.2008 - 07.2014
Telephone Operator& Business Centre Secretary
Arabian Park Hotel
09.2007 - 04.2008
Senior Cashier/Supervisor
Gourmet ventures
12.2005 - 01.2006
Advanced Diploma - Beauty Therapy
Vera Beauty & Fashion COLLEGE
Certificate - High School Education (KCSE)
ST. Teresa's Girls High School
Associate Degree - HRM & BUSINESS MANAGEMENT
Penn Foster College
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