Summary
Overview
Work History
Education
Skills
Software
REFEREES
Timeline
Generic
ANDEBE JEMIMA AYUMA

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, Kenya
11-2013

Kenya Certificate of Secondary Education (KCSE) -

St Teresa's Girls Secondary School
Nairobi, Nairobi Province, Kenya
01-2011

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

ALTEA System certification

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
ANDEBE JEMIMA AYUMAPassenger Service Agent