ALTEA System certification
ANDEBE JEMIMA AYUMA
Passenger Service Agent
Nairobi
Summary
Courteous and Dedicated Passenger Service Agent with proven experience in airline customer service. Sound knowledge of airline operations and effective customer service strategies. Successful handling baggage, checking in passengers and conducting security screenings. Collaborative and friendly known to go extra mile to deliver customer satisfaction.
Demonstrated strong communication and problem-solving skills in high-pressure environments with a resilient and adaptable approach. Positive,upbeat and friendly team player
Overview
8
8
years of professional experience
4038
4038
years of post-secondary education
Work History
Passenger Service Agent
Swissport Kenya Limited
Nairobi
08.2023 - Current
- Assist and check-in over 200 passengers enforcing compliance with airline policies.
- Streamline boarding processes, enhancing team efficiency to consistently meet on-time departure targets.
- Safeguard sensitive passenger information by maintaining strict confidentiality standards at all times.
- Facilitate meet-and-assist services for incoming and outgoing passengers to ensure smooth travel experiences.
- Demonstrate adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Efficiently process travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Provide exceptional customer service, addressing passenger concerns promptly and professionally.
- Manage special service requests with attention to detail, ensuring passenger comfort throughout their journey.
- Maintain compliance with airline safety and security regulations, contributing to a safe operational environment.
- Develop and implement strategies to minimize customer wait times.
Customer Service Executive
Deep Imaging Ltd
01.2018 - 02.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Making follow up on orders and tender preparation.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
Education
Diploma - Business Management
Kenya Institute of Professional Studies
Nairobi, Nairobi Province, Kenya 09.2020 - 03.2022
Certificate - Accounting Technician Certificate
Vision Institute of Professional Studies
Nairobi, Nairobi Province, Kenya11-2013
Kenya Certificate of Secondary Education (KCSE) -
St Teresa's Girls Secondary School
Nairobi, Nairobi Province, Kenya01-2011
Skills
- Passenger assistance
- Proficient in addressing customer concerns with professionalism
- Outstanding multitasking, prioritization, and time management abilities
- Strong interpersonal and communication skills
- Comprehensive knowledge of reservations and ticketing protocols
- Baggage handling
- Proficient in Altea,GoNow and Sabre systems
Exceptional customer satisfaction
Software
Dangerous Goods Regulations
AVSEC
REFEREES
1. Violet Wairimu
Admin and Human Resource Manager
Generation Kenya Ltd
Email: violet@generation.org
2.Emmanuel Joel
Service Delivery Lead
Swissport Kenya Ltd
Email:emmanueljoel@gmail.com
Timeline
Passenger Service Agent
Swissport Kenya Limited
08.2023 - Current
Diploma - Business Management
Kenya Institute of Professional Studies
09.2020 - 03.2022
Customer Service Executive
Deep Imaging Ltd
01.2018 - 02.2022
Certificate - Accounting Technician Certificate
Vision Institute of Professional Studies
Kenya Certificate of Secondary Education (KCSE) -
St Teresa's Girls Secondary School
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