MICHELLE RUTH NJERI
Summary
A polished and customer-focused aviation professional with experience across airline operations, contact center environments, and international travel consultancy. Proven ability to deliver exceptional passenger experiences by combining safety awareness, service excellence, and personalized support. Skilled in managing high-volume customer interactions, resolving complex travel challenges, and ensuring seamless end-to-end journeys. Committed to upholding global aviation standards while creating positive, memorable travel experiences that build customer loyalty. Dependable professional with experience and well-developed critical thinking, problem-solving and organizational skills. Exceptional communicator and team player trained in operating cash registers and serving customers. Goes above and beyond to serve guests and promote loyalty.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Crew Member (Customer Experience)
CCI Global - JetBlue Airways
Remote
03.2026 - Current
- Handled flight changes, cancellations, and disruptions, ensuring customer satisfaction through efficient and professional service
- Delivered high-quality customer support for reservations, ticketing, and general inquiries, enhancing customer experience
- Strengthen customer loyalty by resolving issues with empathy and attention to detail
- Maintain performance metrics for quality assurance, customer satisfaction, and response times to support operational excellence
- Navigate multiple airline systems to provide accurate and timely solutions
Strategic Travel Advisor
KindredCX
Remote
03.2026 - Current
- Managed end-to-end travel logistics for flights, accommodation, and special requests to deliver tailored travel experiences
- Design personalized travel itineraries aligned with client preferences and budgets
- Delivered proactive, concierge-level support to enhance client satisfaction and ensure seamless travel experiences
- Guided clients on travel requirements, documentation, and disruptions to ensure compliance and smooth travel
Travel Consultant
Oojo.com
Remote
04.2025 - 09.2025
- Crafted tailored travel solutions that optimized fare options for clients
- Secured accurate bookings, consistently achieving high customer satisfaction ratings
- Facilitated international flight bookings, ticketing, and itinerary planning to meet client needs
- Provided concierge services to enhance client experience
- Strengthened sales, communication, and problem-solving skills in a remote environment
Customer Service Agent
Kenya Airways
Nairobi
02.2024 - 01.2025
- Assisted passengers with special needs, delays, and disruptions
- Managed passenger check-in, boarding, and document verification processes
- Processed and reconciled baggage to ensure compliance with aviation standards
- Provided lounge services to enhance experience for premium and frequent flyer passengers
- Maintained safety, professionalism, and service excellence in all interactions
- Managed daily operations to maintain efficiency and compliance
Education
Diploma - Project Planning and Management
University of Nairobi
12-2021
International Computer Driving License (ICDL) -
Institute of Advanced Technology
03-2020
Skills
- Customer Experience & Service Excellence
- Passenger Services & Airline Operations
- Airline Reservations & Ticketing
- Itinerary planning
- Reservation management
- Safety Procedures
- Detail orientation
- Conflict resolution
- Interpersonal communication
- Cross-cultural Awareness
- Customer support
Certification
- IATA Passenger Ground Services Training, Kenya Airways Pride Centre, passenger handling and check-in procedures, baggage handling and reconciliation systems, airline reservations, and departure control systems, aviation safety, and regulatory compliance.
Languages
- English, Professional Proficiency
- French, Basic
- German, Basic
Timeline
Crew Member (Customer Experience)
CCI Global - JetBlue Airways
03.2026 - Current
Strategic Travel Advisor
KindredCX
03.2026 - Current
Travel Consultant
Oojo.com
04.2025 - 09.2025
Customer Service Agent
Kenya Airways
02.2024 - 01.2025
Diploma - Project Planning and Management
University of Nairobi
International Computer Driving License (ICDL) -
Institute of Advanced Technology