Ann Mathenge
Nairobi
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
Work History
Safety and Security Officer
Jambojet
Lamu
08.2021 - Current
- Patrol assigned areas maintaining ground security, respond to emergency situations,observe and reports incidents.
- Execute security rules and procedures and calmly and promptly escorted non-compliant individuals out of the waiting lounge /Aircraft
- Passenger profiling at the check in and boarding gates to eliminate unauthorized guests.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Conduct Threat and Risk Assessment of unruly passengers before boarding.
- Write detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Update shift logs and produce daily reports to document security activities and specific incidents.
- Investigate suspicious activities and persons to maintain security of passengers and staffs.
- Ensure adherence of policies,procedures and regulations and safeguarding assets.
- Carrying out inspections and search after disembarkation of passengers
Sales and Customer Service Representative
Jambojet
Mombasa
06.2017 - 07.2021
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Acting team leader, ensuring standard procedures are followed.
- Enhanced revenue collection and exceeded targets
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Agent Internship
Kenya Airways
Nairobi
01.2017 - 05.2017
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Delivered services to customer locations within specific timeframes.
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to develop and implement creative solutions to complex problems.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Receptionist
Dumbursters/ Nixen Restaurants
Nairobi
01.2011 - 11.2014
- Maintained confidentiality of information regarding clients and company.
- Answered phone promptly and directed incoming calls to correct offices.
- Answered central telephone system and directed calls accordingly.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Managed multiple tasks and met time-sensitive deadlines.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Education
Diploma - Security Science And Management
Kenyatta University
Kenya05.2024
Certificate - Aviation Security Course
Jambojet.com
Nairobi07.2021
Diploma - Passenger Handling Service
Kenya Airways Pride Centre
Nairobi, Kenya03.2016
Certificate - Hospitality Administration
Paragon Hospitality Training Programme
Nairobi, Kenya12.2010
Skills
- Internal Auditing
- Attentive and Observant
- Report Writing
- Crime Prevention Methods
- Firearms Expertise
- Investigative Skills
- Background Checks
- Conflict Resolution Techniques
- File and Records Management
- Security Assessments
- Superior Customer Service
- De-Escalation Techniques
- Emergency Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Safety and Security Officer
Jambojet
08.2021 - Current
Sales and Customer Service Representative
Jambojet
06.2017 - 07.2021
Customer Service Agent Internship
Kenya Airways
01.2017 - 05.2017
Receptionist
Dumbursters/ Nixen Restaurants
01.2011 - 11.2014
Diploma - Security Science And Management
Kenyatta University
Certificate - Aviation Security Course
Jambojet.com
Diploma - Passenger Handling Service
Kenya Airways Pride Centre
Certificate - Hospitality Administration
Paragon Hospitality Training Programme