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PHONE NUMBER AVAILABLE PHONE NUMBER AVAILABLE08115 EMAIL AVAILABLEPROFILE SUMMARYSolution-focused professional with extensive experience in airline and hotel customer service provides big-picture understanding of customer needs, sales and services. Thoroughly understands the requirements and needs of international customers. Well-versed in airline terminology and protocols. Distinguished record of high performance in safety and security procedures, market research, analysis, customer satisfaction and sales.AIRLINE CUSTOMER SERVICE EXPERIENCECustomer Service ExecutiveUganda Airlines Kampala, Uganda 2021-2024Conduct periodic assessment of our services using various survey technics to make sure customers' expectations are met. Build relationship frequent fliers for each route operated by the Airline for repeat business and retention rate.Job responsibilities:Ensure customer satisfaction across all service points by constantly engaging both internal and external customers to ensure their expectations are met by resolving complaints promptly.Provide feedback on the efficiency of the customer service process and create a marketing intelligence system based on the feedback to inform marketing decisions and new services.Direct complaints and unresolved issues to the appropriate department promptly.Ensure a convenient customer journey across service points (enquiries, ticketing, check in points etc.) through monitoring and relationship system.Draw up a corrective action plan from service quality audits and ensure the findings are closed.Train and Supervise Customer Service Representatives.Conduct periodic assessment of our services using various survey technics to make sure customers expectations are met.Build relationship frequent fliers for each route operated by the Airline for repeat business and retention rate.Perform oversight responsibility on frontline outsourced functions and ensure value for money.Duty ManagerEntebbe International Airport Kampala, Uganda Feb. 2021- Nov. 2021Responsible for a safe, seamless and efficient airport operation in order that Uganda Airlines' image, reputation, and Customer Service Levels are maintained and enhanced to the highest standards in compliance with the relevant industry regulatory and legislative requirements, company procedures and regulatory authorities.Job responsibilities:Ensure the cost-effective delivery of all ground handling services (passenger check-in, airport experience, baggage handling, and ramp handling).Drive On-Time Performance culture (OTP) within the airport team and constantly engage all stakeholders to maintain the highest performance.Organize and structure the station to meet the current and future needs of Uganda National Airlines Company Limited.Implement plans to improve the safety and security of Uganda Airline's airport operations.Interpret and monitor safety standards, regulations and security awareness.Identify and report hazards, near misses, incidents, and accidents as well as maintaining a risk register in the station.Prepare Daily, Weekly and Monthly Station Reports on Ground Handling activity.Train and develop airport staff and ensure all staff training aligns with the strategic and business requirements of the Airlines.Ensure a healthy, safe & secure working environment in compliance with relevant legislative/industry requirements.Ensure that all airport services operations non-compliances (audit findings) are reported from an evaluation process and closed within the stipulated time frame.Establish and manage contacts at the highest level with the clients to enhance the airline image and facilitate the flow of information to maintain the edge over competitors.Customer Service SupervisorPorter Airlines/Air Berlin Boston, Mass. 2015-2018Lufthansa German Airlines Boston, Mass. 2012-2016Provided excellent customer service, including the ability to solve challenges under pressure, multi-task customer requests and meet tight deadlines. Operating in a time-sensitive environment, consistently minimized flight irregularities and maintained a strong record of on-time departures. Applied strong planning and coordinating skills to ensure quality, efficiency, security and safety.For Lufthansa, helped develop and market a new premium service classification that provided additional customer benefits. Assisted in creating Catch It at the Gate, an enhanced level of security designed to catch errors before boarding. Based on prior experience at Wyndham Hotel, initiated a tasting table for new cuisine in Lufthansa Lounge. Designed expedited customs procedures for international customers experiencing flight delays.Job responsibilities:Coordinating three Lufthansa inbound and outbound flight operations per day at Logan International Airport, serving 300-400 customersConfirming completion of operational safety proceduresVerifying, modifying and documenting the implementation of loading processes per FAA guidelines, including weight and balances.Assisting with service guidelines, First Class and VIP passengers loungeIntroducing passengers to the flight crew in English and German.Assist in upsales and special pricing upgradesVerifying proper travel documents and tickets, including premium booking services such infants, wheelchairs, oversize bags, pets, AVIHs and weaponsAviation specialized trainingsDangerous goods Regulations Cat 10 Training Program - DAS Airline Training Institute Entebbe Airport, KampalaAirside Safety Procedures Course - DAS Airline Training Institute Entebbe Airport, KampalaSafety Management Systems (SMS) - DAS Airline Training Institute Entebbe Airport, KampalaOther Trainings:Air, Tour and Hospitality Certification, Pan World Tours Airlines InstitutionLufthansa Customer Relationship Management System training, focusing on technology and marketingfor international flightsAmadeus Operations and Service Management SystemAltea Departure/Arrival ControlCertified Passenger Handling and Services per EU Regulation 185/2010Lufthansa Professional Aviation Training, including workshops, seminars and simulation testsDangerous Goods Training per IATA Regulation ManualFAA, TSA and CBP regulations and standardsOTHER RELATED EXPERIENCEGuest Service SpecialistHilton Boston Woburn, Mass. 2013-2014Helped boost sales and brand visibility while offering corrective solutions throughout daily operation.Collaborated with accounting, marketing, operation and upper management to streamline processes and quality control.Manage operations using OnQ Auditing Property management SystemFood and Beverages Internship, Convention Service DepartmentPark Plaza Hotel Boston, Mass. 2003-2004Coordinated services for large, fast-paced banquets, meetings and functions.Conducted extensive market research in food rate comparison and quality of services, analyzing results with the team to implement effective marketing strategies.Increased customer satisfaction through direct interaction with guests.Guest Services SpecialistHilton Garden Inn/Wyndham Hotel Burlington, Mass. 2000-2006Effectively resolved complaints and check-in challenges.Speedy follow-up on special requests and upgrades to resolve complaints led to a spike in customer returns.Monitored entrance and public areas, performed routine safety inspections, enforced security policies.OTHER EMPLOYMENTBusiness ManagerMaestranzi Brothers Beverly, Mass. 2017-presentCustomer Service AgentSeniorBridge Home Care Needham, Mass. 2004-2011SKILLS AND CERTIFICATIONSTechnical CertificationsMicrosoft Office, MS Word, POS, OnQ PM TIPS, Servsafe, CPR, Certified Customer ServiceAlteaAltea Customer Management Applications Certification for automated external defibrillatorNavitaire Dangerous Goods Certified Station Emergency Preparedness ManagementLANGUAGESLanguageLevelEnglishFluent (spoken & written)GermanConversation levelEDUCATIONAirline Customer Service (Diploma) In progress IATA Training, Montreal, CanadaDiploma in Travel and tourism, Amadeus IATA Training, Montreal, CanadaAssociates Degree, Hospitality Management Middlesex Community College, Bedford, Mass.BS, Hotel Management Johnson and Wales University, Providence, R.I.International Hospitality Operations Hotel and Tourism School, Spermallie, Brugge, BelgiumCatering and Food Service Management National College of Business Studies, Kampala, Uganda |
