Mary Waweru

Results-driven customer care professional with over five years of hands-on experience in travel consultation, flight booking, and airport passenger services. Recognised for exceptional communication skills, cultural sensitivity, and the ability to handle complex client needs with composure and professionalism. Since 2016, I have continued to apply my expertise through independent consulting, maintaining a client-first mindset and adapting to evolving industry demands.

My personal journey, including navigating life with a physical disability, has deepened my empathy, resilience, and commitment to inclusive, thoughtful service.

I bring a unique perspective to customer care: an understanding of diverse client needs, the importance of accessibility, and the power of human connection.

Independent Travel & Customer Care Consultant - Self-Employed - Nairobi, Kenya

(2016)

• Provide personalised travel planning, flight booking, and itinerary management for individual and corporate clients.
• Handle client enquiries, resolve booking issues, and manage cancellations or rebooking with discretion and urgency.
• Leverage GDS platforms (Amadeus, Galileo, Videcom) to secure competitive fares and optimal routing.
• Maintained client relationships and service standards while adapting to personal health challenges — demonstrating resilience and commitment to service continuity.
• Advise clients with accessibility needs on suitable travel options, drawing on lived experience to provide empathetic, informed guidance.

Travel Consultant - Luxury Travel and Tourism Agency - Juba, South Sudan

(2015-06 - 2016)

• Managed end-to-end flight reservations and ticketing for domestic and international passengers.
• Delivered fare quotations and flight information via telephone, email, and in-person — consistently meeting high client satisfaction standards.
• Monitored airline promotions and special rates, proactively informing clients to maximise value.

Travel Consultant & Sales/Marketing Officer - Sahan Travel and Tourism Agency - Nairobi, Kenya

(2013-02 - 2015-02)

• Combined consultative sales with customer service — booking flights, handling complaints, and driving client retention strategies.
• Resolved passenger complaints efficiently, improving repeat business and customer satisfaction.
• Contributed to new client acquisition while maintaining existing customer relationships.

Reservations, Ticketing & Customer Service Officer - Air Malawi - Nairobi, Kenya

(2012-01 - 2013-02)

• Managed the full passenger service cycle — from reservation and ticketing to flight dispatch and airport handling.
• Coordinated special in-flight services (meals, accessibility requirements) ensuring passengers with specific needs received appropriate support.
• Consistently resolved passenger complaints in a fast-paced airport environment, maintaining professionalism under pressure.
• Prepared flight dispatch documentation and briefings, demonstrating strong attention to detail.

Direct Sales Representative - Standard Chartered Bank - Nairobi, Kenya

(2011-01 - 2011-12)

• Marketed financial products to prospective clients, developing persuasive communication and active listening skills applicable to customer care.
• Built and maintained client relationships to drive product uptake and long-term retention.

Higher Diploma - Travel & Tourism Management - Nairobi Aviation College (2006 - 2010)