Caroline Marwa

• Coordinate and manage 150+ annual travel bookings, ensuring accurate itinerary preparation and seamless execution of client travel arrangements. • Conduct regular quality inspections of hotel and transport service providers to ensure compliance with Service Level Agreements and safety standards. • Resolve over 90 customer service cases monthly through structured complaint resolution and service recovery techniques. • Support safe and efficient coordination of 200+ annual travel operations.

Results-driven aviation professional with six (6) years of progressive experience in passenger and terminal operations within a high-volume international airport environment. Proven expertise in check-in operations, boarding gate coordination, baggage services, lounge supervision, and irregular flight handling including delays, cancellations, and hotel accommodation arrangements. Experienced in leading shift-based teams while maintaining direct frontline passenger engagement.