Open to opportunities

Lucy Ochieng

@lucyochieng

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Customer service and operations specialist optimizing airline ground handling and passenger experience.

Kenya

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What I'm looking for

I seek a role focused on airport ground operations or customer service where I can improve passenger experience, ensure OTP, mentor teams, and apply project management skills in a collaborative culture.

I am a dynamic airline ground operations professional with extensive experience at Kenya Airways, focused on improving check-in procedures, guest relations, and on-time performance. I consistently manage oversales, misconnections, and disruptions while ensuring high service standards.

My background spans front-line customer service, transfer desk operations, and supervisory duties, with proven achievements such as 98% gate/check-in compliance and 100% guest reconciliation on handled flights. I leverage ticketing systems like ALTEA DCS, CRANE DCS, TRAVEL SKY, and SABRE to resolve ticketing issues and expedite passenger handling.

I hold an MSc in Project Management and multiple professional certifications including Power BI essentials and supervisory skills. I am organized, confidential, and a strong communicator who builds relationships across stakeholders to deliver reliable flight operations and exceptional passenger service.

Experience

Work history, roles, and key accomplishments

Current

Check-in Controller I

Current

Kenya Airways Plc

Aug 2023 - Present (2 years 3 months)

Manage departure editing, seat allocation for special passengers, liaise with catering, handle disruptions through rebooking/rerouting, and prepare daily flight handling reports to maintain on-time performance and service quality.

ALTEA DCS TRAVEL SKY Sabre Passenger Rebooking Flight Operations Customer Service Reporting

Annotator

RWS Group Limited

Nov 2024 - Sep 2025 (10 months)

Reviewed and labeled text, image, audio, and video data per guidelines, provided feedback to improve annotation tools and processes, and met weekly quality and productivity targets.

Data Annotation Quality Assurance

Customer Service Agent

Kenya Airways Plc

Jan 2011 - Jul 2023 (12 years 6 months)

Executed passenger check-in and baggage processes using multiple DCS platforms, assisted special-needs passengers and VIPs, resolved ticketing and customer complaints, and facilitated visa and hotel reservations to ensure smooth travel.

ALTEA DCS TRAVEL SKY Sabre Passenger Facilitation Ticketing Customer Relations

Acting Customer Airline Supervisor

Kenya Airways Plc

Jul 2019 - Jul 2019 (0 months)

Supervised customer airline handling, enforced pre-flight briefings and checklists, coordinated with Hub Control to limit delays, and reduced handling-related complaints while ensuring staff punctuality and report submissions.

Team Supervision SharePoint Reporting