Naomi Mwangi
Crawley,West Sussex
Summary
A polite, friendly and extremely capable professional, with a passion for delivering excellent administrative support. Naomi is a fluent communicator with strong problem-solving and decision-making skills. She is keen to build a career with a progressive learning organization that genuinely value the contribution that training can make to achieving business objectives. Customer Operations & Support Executive with experience in travel and holiday services, managing end-to-end customer journeys including bookings, amendments, cancellations, and post-travel support. Skilled in delivering high-quality customer experience, handling service disruptions, and working within SLA and compliance standards.
Overview
11
11
years of professional experience
Work History
Trainee Dental Nurse
Fresh Dental Clinic
07.2025 - Current
Customer Operatives and Support Executive
British Airways Holidays
03.2023 - Current
- Supported customers with holiday package bookings including flights, hotels, and add-ons
- Managed booking changes, cancellations, refunds, and rebookings in line with company policy
- Handled customer concerns related to flight disruptions, accommodation issues, and service delays
- Delivered high-quality service while meeting SLAs and maintaining customer satisfaction scores
- Liaised with internal teams, airline partners, and hotel suppliers to resolve issues efficiently
- Maintained accurate records in CRM systems and ensured data compliance
- Handling guest check-ins/outs, room assignments, reservation bookings, and billing.
- Supporting housekeeping communication, maintained guest records, and upheld service etiquette.
- Overseeing office administration, vendor management, and operational coordination with internal departments
- Performing reception and clerical support duties, including guest greetings, callhandling, and office upkeep.
- Assisting with guest travel arrangements and ensured tidy, presentable reception are
Front Office Team leader
Four points by Sheraton Nairobi Airport
11.2021 - 08.2022
- Scheduled meetings, managed calendars, and supported HR processes including payroll and policy adherence.
- Supervised guest reception and ensured exceptional service delivery through strong organisational systems.
- Oversaw office administration, vendor management, and operational coordination with internal departments
Receptionist
Sarova Woodlands Hotel and Spa
04.2017 - 10.2021
- Handled guest check-ins/outs, room assignments, reservation bookings, and billing.
- Supported housekeeping communication, maintained guest records, and upheld service etiquette.
- Documentation and office procedures.
- Assisted during COVID-19 with both housekeeping and front office duties, adapting to reduced staffing levels.
- Contributed to departmental reports, appraisals, and room status updates for operational accuracy
Front Office Receptionist
Sarova Mara Game Camp
05.2015 - 04.2017
- Handled guest check-ins/outs, room assignments, reservation bookings, and billing.
- Supported housekeeping communication, maintained guest records, and upheld service etiquette.
Receptionist Trainee
Sarova Mara Game Camp
09.2014 - 12.2014
- Performed reception and clerical support duties, including guest greetings, callhandling, and office upkeep.
Education
Certificate - Computer Applications
SPA Ambassador College
Level 3 Diploma in Dental Nursing (RQF) - Dental Nursing
The School of Dental Nursing
United Kingdom Diploma - Hospitality Management
Kenyatta University
12.2015
Kenya Certificate of Secondary Education - undefined
Eastmore Girls High School
Kenya01.2012
Skills
Proficiency in all areas of Microsoft Office, including Access, Excel, Word and PowerPoint
Front Office Operations and Administration
Guest Service and Communication
Office Coordination and Scheduling
Inventory Management
Problem Solving and Multitasking
Adaptability and Team Collaboration
Booking amendments, cancellations & refunds
Disruption handling (flight delays, hotel issues)
Complaint resolution & service recovery
High-value / premium customer handling
Proficient in Microsoft Office applications, including MS Word, Excel, PowerPoint, and Access
CRM & ticketing tools (Salesforce, Zendesk, Freshdesk, etc)
Reservation / booking systems (GDS knowledge is a plus)
References
References are available upon request.
Interests
I am involved in a local amateur dramatics society, where I volunteer as a lighting and sound technician I have been involved with this society for three years and very much enjoy being part of the team More recently, I assumed the role of Stage Manager for a two-week production and relished the chance to take control of performances and react to a high-pressure environment
Timeline
Trainee Dental Nurse
Fresh Dental Clinic
07.2025 - Current
Customer Operatives and Support Executive
British Airways Holidays
03.2023 - Current
Front Office Team leader
Four points by Sheraton Nairobi Airport
11.2021 - 08.2022
Receptionist
Sarova Woodlands Hotel and Spa
04.2017 - 10.2021
Front Office Receptionist
Sarova Mara Game Camp
05.2015 - 04.2017
Receptionist Trainee
Sarova Mara Game Camp
09.2014 - 12.2014
Certificate - Computer Applications
SPA Ambassador College
Diploma - Hospitality Management
Kenyatta University
Kenya Certificate of Secondary Education - undefined
Eastmore Girls High School
Level 3 Diploma in Dental Nursing (RQF) - Dental Nursing
The School of Dental Nursing