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  "basics": {
    "name": "Michelle Shukuti",
    "label": "Call Center Agent",
    "summary": "A motivated and customer-focused graduate with a Diploma in Travel and Tourism (Foundation and Consultant Level), eager to contribute to Jambojet's vision to be the most trusted low-cost airline in Africa, known not only for where they fly but for the reasons they fly.I possess a strong foundation in customer service, excellent communication, intercultural awareness, adaptability, poster creation and design, and proficiency in various booking systems, developed through both academic training and practical experience.\n\nIn addition,my call enter experience has strengthened my ability to resolve customer inquiries professionally, and perform well in fast-paced environments. I am committed to delivering excellent customer experiences while continuously growing and contributing to Jambojet's growth.",
    "location": "Kenya"
  },
  "work": [
    {
      "company": "Kenya Airways",
      "position": "Call Center Agent-Intern",
      "location": "Nairobi,Kenya",
      "startDate": "2026-02",
      "current": true,
      "highlights": [
        "1) Adapted quickly to airline procedures, customer service systems, and operational processes while maintaining accuracy.",
        "2) Supported the achievement of sales objectives through products offered by Kenya Airways"
      ]
    },
    {
      "company": "Deliverance Church Embakasi Media Room",
      "position": "Media Communications-Intern",
      "location": "Nairobi,Kenya",
      "startDate": "2025-01",
      "endDate": "2025-04",
      "highlights": [
        "1) I developed the ability to stay calm, troubleshoot problems and offer immediate solutions",
        "2)  I worked closely with diverse teams under time pressure. This strengthened my ability to collaborate positively to team goals."
      ]
    },
    {
      "company": "Riara University",
      "position": "Digital marketing Team-Volunteer",
      "location": "Nairobi,Kenya",
      "startDate": "2023-12",
      "endDate": "2024-11",
      "highlights": [
        "1) Enhanced creativity, adaptability, and attention to detail while delivering consistent brand messaging across digital channels.",
        "2) Contributed to organizing events, strengthening teamwork, leadership, and project coordination skills."
      ]
    }
  ],
  "education": [
    {
      "institution": "Kenya Airways- Pride Center",
      "degree": "Diploma in IATA Travel & Tourism both Foundation and consultant level",
      "field": "Travel And Tourism",
      "startDate": "2025",
      "endDate": "2026",
      "score": "PASS"
    },
    {
      "institution": "Riara University",
      "degree": "Diploma in Communication & Multi-media Journalism",
      "field": "Communications & Multimedia Journalism",
      "startDate": "2023",
      "endDate": "2025",
      "score": "DISTINCTION"
    },
    {
      "institution": "Nembu Girls High School",
      "degree": "KCSE",
      "startDate": "2019",
      "endDate": "2022",
      "score": "FAIRE"
    }
  ],
  "skills": [
    "Reservation Systems",
    "Call Handling",
    "Customer Service",
    "Complaint Resolution"
  ],
  "languages": [
    {
      "language": "English",
      "fluency": "Native"
    },
    {
      "language": "Kiswahil",
      "fluency": "Native"
    },
    {
      "language": "French",
      "fluency": "Basic"
    }
  ],
  "projects": [
    {
      "name": "Trip Planning to Mombasa using Jambojet",
      "description": "Planned and coordinated a comprehensive group trip of 20 passengers to Mombasa, using Jambo jet including itinerary development, transportation arrangements, budgeting, accommodation, and activity scheduling.",
      "highlights": [
        "1) Researched travel routes, attractions, and safety requirements to ensure an enjoyable and well-organized travel experience.",
        "2) Strengthened communication, time management, and attention-to-detail skills through effective planning and coordination."
      ],
      "startDate": "2025-08"
    }
  ],
  "certificates": [
    {
      "name": "Galileo system Certification",
      "issuer": "Travelport",
      "date": "2025-05"
    },
    {
      "name": "Amadeus System certification",
      "issuer": "IATA",
      "date": "2025-05"
    }
  ],
  "references": [
    {
      "name": "Lydia Thuku",
      "title": "Instructor",
      "company": "Kenya- Airways Pride Center",
      "relationship": "Former Instructor",
      "email": "Lydia.Thuku@Kenya-Airways.com",
      "phone": "+254723781793"
    },
    {
      "name": "Steve",
      "title": "Korir",
      "company": "Riara University",
      "relationship": "Former Instructor/Manager",
      "phone": "+254713448304"
    },
    {
      "name": "Mr. Denis Mutunga",
      "title": "Head Of Media Department",
      "company": "Deliverance Church Embakasi",
      "relationship": "Reporting manager-Media room",
      "phone": "+254705 428229"
    },
    {
      "name": "Flora Nallo",
      "title": "Team Leader",
      "company": "Kenya Airways",
      "relationship": "Former Team Leader",
      "email": "Nallo.Flora@Kenya-Airways.com",
      "phone": "-"
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    "yearsOfExperience": 3,
    "seniority": "junior",
    "highestEducation": "Diploma"
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