MICHAEL ROBERVAL
EMBU
Summary
I am a dynamic customer service professional with proven expertise in airline service delivery, including passenger processing, and baggage reconciliation. Recognized for proactive problem-solving, clear communication, and the ability to perform accurately under pressure, I consistently enhance operational efficiency while building strong customer relationships. I am seeking to advance my skills in sales and ticketing, with a passion for connecting customers to destinations and cultures across the world, while creating seamless, memorable travel experiences from the point of booking to arrival.
Overview
8
8
years of professional experience
Work History
Customer Service Agent
Africa Flights Services
Nairobi
11.2019 - 02.2024
- Delivered efficient baggage reconciliation services to enhance operational accuracy for different major airlines (British Airways, Emirates and Air India).
- Served as check-in agent, ensuring smooth passenger processing and service support.
- Managed baggage service office operations, conducting audits and timely reporting to relevant departments.
- Provided essential assistance to airline personnel and passengers as needed.
Intern
Kenya Airways
Nairobi
06.2019 - 08.2019
- Facilitated customer check-ins for various international and local destinations.
- Assisted passengers upon arrival from incoming flights.
- Provided guidance and information to passengers throughout airport facilities.
- Conducted document checks for incoming and outgoing flights.
Brand Ambassador
ORAIMO KENYA
01.2016 - 01.2017
- Established inaugural marketing and branding team for Oraimo Kenya.
- Identified potential clients to expand market reach.
- Branded and equipped new client shops with oraimo products.
- Executed sales and marketing strategies to promote oraimo offerings.
- Educated consumers on product features and benefits in retail environments.
- Compiled and disseminated weekly reports to relevant departments for performance tracking.
Intern
Kenya News Agency
09.2015 - 01.2016
- Conducted interviews with sources, officials, and subject-matter experts for comprehensive coverage.
- Wrote, edited, and fact-checked news articles under tight deadlines to ensure accuracy.
- Captured photographs and video footage to enhance news stories and features effectively.
- Selected visuals that met editorial standards while supporting narrative objectives.
Education
Diploma, Iata Travel And Tourism Foundation And Consultant -
Kenya Airways, The Pride Centre
Embakasi,Airport North Road01-2025
Certicate in Airline Passenger Services -
Kenya Airways,The Pride Centre
Embakasi Airport North Road08.2019
Journalism And Media Studies -
Consolata Institute of Communication And Technology
Mathari, Nyeri01.2014
Computer Applications -
Kenya Institute of Business Management
Meru, Kenya01.2012
KCSE CERTIFICATE -
Chugu Boys High School
Meru, Kenya12-2011
KCPE CERTIFICATE -
St. Lukes Boys Primary School
Kisii, Kenya12-2006
Skills
- Problem solving skills
- Customer service
- Baggage handling
- Communication skills
- Customer relationship management
- Ability to work under pressure
- Proactive and independent worker
- Call center experience
- Active listening
PERSONAL INFORMATION
BIRTH: 08JAN1994
GENDER: MALE
ID: 30371168
Hobbies and Interests
- Avid novel reader
- Making music
- Travelling
References
- Madam Lydia Thuku, Kenya Airways Pride Centre Travel & Tourism Instructor, lydia.thuku@kenya-airways.com, +254723781793
- Mr. Geoffrey Msinga, Supervisor, Africa Flight Services, JKIA, gmsinga@afske.aero, +254716846085
- Mrs. Rose Kadima, Customer Service Manager, Africa Flight Services, JKIA, Rkadima@afske.aero, +254722755832
Timeline
Customer Service Agent
Africa Flights Services
11.2019 - 02.2024
Intern
Kenya Airways
06.2019 - 08.2019
Brand Ambassador
ORAIMO KENYA
01.2016 - 01.2017
Intern
Kenya News Agency
09.2015 - 01.2016
Diploma, Iata Travel And Tourism Foundation And Consultant -
Kenya Airways, The Pride Centre
Certicate in Airline Passenger Services -
Kenya Airways,The Pride Centre
Journalism And Media Studies -
Consolata Institute of Communication And Technology
Computer Applications -
Kenya Institute of Business Management
KCSE CERTIFICATE -
Chugu Boys High School
KCPE CERTIFICATE -
St. Lukes Boys Primary School