GEORGINA ROSE WANJIKU
Riyadh
Summary
Customer Experience & Guest Relations Professional with over 8 years of international experience across healthcare and public transportation in Saudi Arabia, the United Arab Emirates and Kenya. Promoted from Station Agent to Train Ambassador in recognition of strong operational performance and customer service excellence. Skilled in passenger assistance, complaint resolution, crowd management, operational coordination, mentoring new staff and supporting the successful launch of Riyadh Metro. Passionate about delivering exceptional service in fast-paced multicultural environments.
Overview
4
4
Languages
9
9
years of professional experience
Work History
Train Ambassador
FLOW Consortium – Riyadh Metro
04.2025 - Current
- Deliver exceptional customer service to a high volume of passengers daily.
- Respond to passenger enquiries, complaints and service disruptions professionally.
- Provide accessibility support and travel guidance.
- Support safe boarding, alighting and passenger flow.
- Coordinate with Train Operators, Station Teams and OCC.
- Support crowd management during peak periods and major events.
- Mentor newly recruited Station Agents.
- Ensure compliance with safety and operational procedures.
Station Agent
FLOW Consortium – Riyadh Metro
09.2023 - 04.2025
- Contributed to testing, commissioning and launch of Riyadh Metro.
- Provided ticketing, fare and journey planning assistance.
- Maintained station safety and reported operational issues.
- Managed passenger flow during peak periods.
- Responded to customer enquiries and complaints.
- Supported emergency and disruption procedures.
- Worked closely with internal departments for efficient operations.
Customer Service Agent
Keolis MHI – Dubai Metro
09.2021 - 06.2023
- Delivered customer service at busy metro stations including Expo 2020 Dubai.
- Provided ticketing and journey planning assistance.
- Served customers from diverse cultural backgrounds.
- Resolved passenger complaints professionally.
- Maintained safety and service standards.
- Supported crowd management during busy operations.
- Received Exemplary Staff Recognition Award.
Switchboard Operator | Receptionist | Data Entry Clerk
PathCare Kenya
08.2017 - 06.2021
- Managed a high-volume switchboard.
- Welcomed patients and visitors professionally.
- Scheduled appointments and managed reception.
- Performed accurate data entry and maintained confidential records.
- Responded to enquiries and resolved customer concerns.
- Supported administrative and laboratory teams.
- Answered calls on 50 ring and engaged customers with friendly, professional demeanor.
Education
Diploma - Accounts & Finance
Kisii University
Kenya10.2018
Skills
- Customer Experience
- Guest Relations
- Passenger Experience
- Customer Service Excellence
- Passenger Assistance
- Complaint Resolution
- Service Recovery
- Passenger Safety
- Crowd Management
- Stakeholder Engagement
- Conflict Resolution
- Emergency Response Support
- Communication
- Team Collaboration
- Mentoring & Coaching
- Operational Coordination
- Microsoft Office Suite
- Problem Solving
Accomplishments
- Promoted from Station Agent to Train Ambassador.
- Supported testing, commissioning and successful public launch of Riyadh Metro.
- Received Exemplary Staff Recognition Award – Keolis MHI Dubai Metro.
- Supported passenger operations during Expo 2020 Dubai.
- Mentored newly recruited Station Agents.
Languages
English (Professional)
Kiswahili (Native)
Arabic (Basic)
Russian (Basic)
Timeline
Train Ambassador
FLOW Consortium – Riyadh Metro
04.2025 - Current
Station Agent
FLOW Consortium – Riyadh Metro
09.2023 - 04.2025
Customer Service Agent
Keolis MHI – Dubai Metro
09.2021 - 06.2023
Switchboard Operator | Receptionist | Data Entry Clerk
PathCare Kenya
08.2017 - 06.2021
Diploma - Accounts & Finance
Kisii University
Professional Recognition
Exemplary Staff Recognition Award – Keolis MHI Dubai Metro (June 2023)