Mercyline Atieno Ouma
Nairobi
Summary
Dynamic and resourceful customer service professional with over 12 years of experience in the aviation industry, adept at resolving customer complaints and managing conflicts with poise. Proven ability to cultivate and maintain key customer relationships in fast-paced, diverse environments, ensuring exceptional service delivery. Expertise in motivating, inspiring, and leading teams to achieve success, consistently driving performance improvements and enhancing team cohesion. Known for an amiable demeanor and energetic approach that fosters positive interactions and builds lasting rapport with clients and colleagues.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Airport operations supervisor
Etihad Airways
Nairobi, Kenya
02.2025 - Current
- Overseeing and coordinating the daily activities of an airport to ensure safe, secure, and efficient operation.
- Responding to emergencies and coordinating with relevant agencies to ensure safe and efficient response.
- Supervising and managing airport operation staff including assigning work, training, and evaluating performance.
- Conducting regular inspection of facilities and inspecting areas to identify and address potential safety hazards.
- Preparing and presenting operational briefings, reports, and presentations.
Customer Experience Manager
Art Caffe Coffee & Bakery
Nairobi, Kenya
04.2023 - 11.2024
- 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.
- Conducting data analysis to identify trends in customer preferences, needs and buying habits so that the company can make informed business decisions based on those findings.
Customer Relationship manager/ Cabin Manager
Etihad Airways
Abu Dhabi, United Arab Emirates
02.2017 - 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 by all passengers and crew members.
- 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. Food and beverage activities and passengers on boarding process, final check and sign off for boarding.
- Conducting preflight briefings: introduced crew, communicated flight details schedules, outline emergency evacuation procedures, and addressed any company operational and administrative issues.
- Handling any issues or conflicts that arise among passengers or crew members.
- Completing flight reports, conducting crew flight reviews and support crew to enhance their skills and performance.
Cabin Senior
Etihad Airways
Abu Dhabi, United Arab Emirates
08.2014 - 01.2017
- Responsible for safety and service delivery in economy cabin and overall in charge in narrow-bodied aircraft, and deputized Cabin manager on a wide body 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.
- Documenting any safety, security and service reports.
- Conducting crew performance reviews and assist in enhancing their skills.
Cabin Crew Member (FJ)
Etihad Airways
Abu Dhabi, United Arab Emirates
07.2013 - 07.2014
- Attending briefings about flight details, emergency procedures and specific duties.
- Demonstrated safety procedures to guests in premium cabins.
- Helped guests with boarding, seating and storing luggage in premium cabins.
- Conducted safety checks in premium cabin before take-off and landing, to ensure.
- Ensured compliance in safety and security regulations.
- Serving inflight meals and beverages while making recommendation.
Cabin Crew Member (FA)
Etihad Airways
Abu Dhabi, United Arab Emirates
06.2008 - 06.2012
- Attending briefings about flight details, emergency procedures and specific duties.
- Demonstrated safety procedures to guests in economy cabins.
- Helped guests with boarding, seating and storing luggage in economy cabins.
- Conducted safety checks in economy cabin before take-off and landing, to ensure.
- Ensured Compliance in safety and security regulations.
- Serving inflight meals and beverages while making recommendation.
Telephone Operator/Business Centre Secretary
Arabian Park Hotel
Dubai, UAE
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, Kenya
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.
Education
Diploma - Beauty Therapy
Vera Beauty & Fashion College
Certificate - Airport Operations
IATA
Diploma - High School Education (KCSE)
Diploma - Business Management
St. Paul University
08-2026
Skills
- Microsoft Office (Word, Excel, PowerPoint)
- Excellent communication skills
- Outstanding organizational, multitasking and problem-solving skills
- Critical thinking
- Training development and employee coaching
- Conflict resolution
- Team leadership
- Effective communication techniques
- Safety oversight
- Emergency response
- Regulatory compliance
- Passenger services coordination
- Effective problem solving
- Teamwork and collaboration
- Attention to detail
- Effective communication
Certification
- 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
Timeline
Airport operations supervisor
Etihad Airways
02.2025 - Current
Customer Experience Manager
Art Caffe Coffee & Bakery
04.2023 - 11.2024
Customer Relationship manager/ Cabin Manager
Etihad Airways
02.2017 - 11.2020
Cabin Senior
Etihad Airways
08.2014 - 01.2017
Cabin Crew Member (FJ)
Etihad Airways
07.2013 - 07.2014
Cabin Crew Member (FA)
Etihad Airways
06.2008 - 06.2012
Telephone Operator/Business Centre Secretary
Arabian Park Hotel
09.2007 - 04.2008
Senior Cashier/Supervisor
Gourmet ventures
12.2005 - 01.2006
Certificate - Airport Operations
IATA
Diploma - High School Education (KCSE)
Diploma - Business Management
St. Paul University
Diploma - Beauty Therapy
Vera Beauty & Fashion College
References
Mercy Mutegi
Regional Operational Manager
Etihad Airways
Email- mercymutegi@etihad.ae
Tel no- +971503050993
Evelyn Elsa Okoth
Cabin Crew Manager
Etihad Airways
Tel no +971502831443