NYAWIRA GITONGA
Irving,TX
Summary
Results-driven professional with expertise in enhancing customer experience and operational efficiency, demonstrated through impactful tenure at Southwest Airlines. Proficient in data visualization and project management, leveraging business intelligence tools to drive digital transformations and strategic growth initiatives. Achievements include significantly improving performance metrics and stakeholder satisfaction while navigating complex federal regulations. Aiming to further elevate organizational success through innovative solutions and data-driven strategies.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Experience Strategy Consultant
Southwest Airlines
Dallas, USA
01.2025 - Current
- Implemented new tools utilizing evidence-based measurements to track outcomes and generate performance data for public reporting.
- Identified needs of customers promptly and efficiently and assessed programs to identify risks or problems to determine appropriate responses.
- Implementation of assigned seating and codeshare programs.
- Developed strategic business plans to drive growth and increase profitability
- Identified and analyzed industry or geographic trends with business strategy implications.
Inflight Tech Product Analyst
Southwest Airlines
Dallas, USA
08.2023 - 12.2024
- Developed and implemented strategies to optimize inflight products in alignment with corporate objectives, enhancing customer experience
- Maintained adherence to Collective Bargaining Agreements while strategizing product implementation.
- Collaborated with cross-functional teams to ensure seamless product implementation
- Provided guidance on contractual matters to internal stakeholders, such as technology.
- Managed product lifecycle from concept to launch, ensuring alignment with business goals.
Sr. Inflight Analyst
Southwest Airlines
Dallas, USA
10.2020 - 08.2023
- Provided actionable insights during irregular operations through advanced data analytics
- Managed multiple projects and analyzed performance metrics to improve operations
- Supported cross-functional teams with data requests, using Alteryx and Tableau
- Led data-driven initiatives, supporting inflight leadership with performance metrics
- Analyzed requests for proposals to ensure that all contractual requirements are met.
- Monitored changes in applicable laws and regulations related to contract negotiation.
Inflight Crew Scheduler
Southwest Airlines
Dallas, USA
04.2019 - 10.2020
- Managed flight attendants' schedules in compliance with regulations and company policies
- Made timely, cost-effective operational decisions
- Processed trip reroutes and ensured accurate crew notifications
Duty Operations Supervisor
Etihad Airways
Dallas, USA
10.2014 - 04.2018
- Conducted safety and compliance audits to mitigate risks
- Optimized operational practices to enhance performance and reduce costs
Flight Attendant
Etihad Airways
Abu Dhabi, UAE
06.2007 - 09.2014
- Ensured exceptional customer satisfaction and adherence to safety regulations on short or long-haul flights
Education
MBA - Business Administration and Management
University of Maryland Global Campus
Adelphi, MD04.2019
Bachelor of Education - English Language and Literature
Catholic University of Eastern Africa
Nairobi, Kenya10-2008
Skills
- Data visualization
- Project Management
- Product Management
- Performance Metrics Analysis
- Federal Aviation Regulations
- Collective Bargaining Agreements
- Business Intelligence Tools (Tableau, Alteryx, Jira, Jira Align)
- Digital transformation
- Product Lifecycle Management
- Growth strategy
Affiliations
- Non Profit- Child Education focus
- International travel guide
Certification
- Product Management Certificate (PMC), Product School, 2023
- Aviation Management Professional (AvMP), IATA/Embry-Riddle Aeronautical University, 2019
- Data Analytics, Microsoft, 2018
References
References available upon request.
Timeline
Customer Experience Strategy Consultant
Southwest Airlines
01.2025 - Current
Inflight Tech Product Analyst
Southwest Airlines
08.2023 - 12.2024
Sr. Inflight Analyst
Southwest Airlines
10.2020 - 08.2023
Inflight Crew Scheduler
Southwest Airlines
04.2019 - 10.2020
Duty Operations Supervisor
Etihad Airways
10.2014 - 04.2018
Flight Attendant
Etihad Airways
06.2007 - 09.2014
MBA - Business Administration and Management
University of Maryland Global Campus
Bachelor of Education - English Language and Literature
Catholic University of Eastern Africa
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