Speaker Single

Olivia grew up in South Africa where she began her journey in the customer experience and hospitality setting, working as a guest experience and Relations officer at hotels and restaurants. Her journey in the aviation industry began in 2009 with South Africa Airways- Airlink. In 2012, she relocated to Rwanda and joined RwandAir. Olivia has over 16 years of experience in Aviation Customer experience making her a seasoned professional in customer experience management, airline operations and overall customer service delivery. Currently, Olivia is the Senior Manager Customer Experience at RwandAir and also serves as board director for RwandAir catering, a subsidiary of RwandAir. She has a proven track record of superior service and success in attaining customer satisfaction, service recovery and retention. In her capacity, she has developed products and services and procedures to enhance the overall customer experience of RwandAir. Olivia holds a Degree in Transport and Logistics Management, a diploma in Sustainability management from the Swedish institute of management and a diploma in Travel and tourism management from MSC business school in South Africa. Olivia is known for her ability for solve any customer’s grievances, and always going above and beyond in providing an exceptional customer service. RwandAir recognized her as an employee of the year 2015 and also received various recognitions for being outstanding in customer service delivery. Beyond her work, Olivia is passionate about spending time with her family, travelling and playing her new found hobby- golf.