Summary
Overview
Work History
Education
Skills
Accomplishments
Telephonecontact
References
Training
Timeline
Generic

Colleen Domtila Muna

Check In Controller
Mombasa

Summary

I am an enthusiastic and dedicated individual who aspires to excel in the field of Customer Service as I ambitiously pursue objectives that are beneficial to the organization and to my personal development in skills. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

16
16
years of professional experience
13
13
years of post-secondary education

Work History

ACCOUNTANT AND CLERK

KIEMBENI CATHOLIC CHURCH
5 2006

HUMAN RESOURCE (Internship)

KENYA AIRWAYS (KENYA AIRWAYS BASE)
11.2010
  • Managing employee performance management records, analyzing & appraising the information, computerization of the data, presenting the data in a form to facilitate easy decision making, generating performance reports, reviewing position key indicators, assigning weights to each area, identifying management and technical competence indicators and weighing scale for each

CHECK IN CONTROLLER

KENYA AIRWAYS
08.2023 - Current
  • Pre-checking, planning for SSR's, SPML's, catering loads, etc
  • For high customer satisfaction, prioritize passenger acceptance (FD's, stand by, GO-SHOWS, RBTE) for proper handling of special cases at check in using appropriate PSN codes, identify and prioritize offloads in liaison with the duty service controller, control the opening, closure and reconciliation of flights, be champion to ensure additional SSR's at the check in are handled satisfactorily, liaise correct check in of passenger with customer service executives, ensure and maintain a healthy, safe and secure working environment in compliance with company procedures, regulatory authorities and requirements of customer airlines

customer service agent (permanent)

KENYA AIRWAYS
01.2012 - 07.2023
  • Deal with overbooking /DBC /Short shipped bags to ensure customer satisfaction, carry out all check-in procedures diligently, efficiently guided by the company’s standards and legal authorities to achieve customer satisfaction, loyalty and safe aircraft operations, account for any direct revenue collected at the counter e.g
  • Excess baggage charges, ticket sales with the view to reconciling sales returns, perform all departure and boarding activities smoothly and effectively to ensure customer satisfaction, security/safety and flight schedule maintenance, pre-plan for and perform meet and assist activities for arriving passengers to ensure smooth facilitation of any special needs passengers and as a legal requirement, deal with Interline / transfer passengers to facilitate smooth transfers and customer satisfaction, provide KQ product information to customers for awareness

BAGGAGE SUPERVISOR (ACTING)

KENYA AIRWAYS
08.2017 - 12.2017

CHECK IN CONTROLLER (ACTING)

KENYA AIRWAYS
12.2015 - 06.2017
  • Pre-checking, planning for SSR's, SPML's, catering loads, etc for high customer satisfaction, prioritize passenger acceptance (FD's, stand bys, GO-SHOWS, RBTE) for proper handling of special cases at check in using appropriate PSN codes, identify and prioritize offloads in liaison with the duty service controller, control the opening, closure and reconciliation of flights, be champion to ensure additional SSR's at the check in are handled satisfactorily, liaise correct check in of passenger with customer service executives, ensure and maintain a healthy, safe and secure working environment in compliance with company procedures, regulatory authorities and requirements of customer airlines

customer service agent (contract)

KENYA AIRWAYS
11.2010 - 06.2011
  • Deal with overbooking /DBC /Short shipped bags to ensure customer satisfaction, carry out all check-in procedures diligently, efficiently guided by the company’s standards and legal authorities to achieve customer satisfaction, loyalty and safe aircraft operations, account for any direct revenue collected at the counter e.g
  • Excess baggage charges, ticket sales with the view to reconciling sales returns, perform all departure and boarding activities smoothly and effectively to ensure customer satisfaction, security/safety and flight schedule maintenance, pre-plan for and perform meet and assist activities for arriving passengers to ensure smooth facilitation of any special needs passengers and as a legal requirement, deal with Interline / transfer passengers to facilitate smooth transfers and customer satisfaction, provide KQ product information to customers for awareness, preparation of incoming and outgoing documents of both Kenya-airways and charter flights

UNTRAINED TEACHER

MLIMANI ACADEMY (MOMBASA)
01.2009 - 07.2010
  • In charge of discipline, duty rooster, reporting to the school management on school performance, keeping the records School Performance, ensure all pupils are well groomed

Education

Bachelors of Business Management -

MOUNT KENYA UNIVERSITY
01.2020 -

Certificate A1 - undefined

ALLIANCE’ DE FRANCAISE
04.2011 - 05.2012

Certificate in Flight Dispatch/ Flight Operations - undefined

EAST AFRICAN SCHOOL OF AVIATION
06.2007 - 05.2008

Kenya Certificate of Secondary Education (KCSE) - undefined

STAR OF THE SEA HIGH SCHOOL
02.2006 - 05.2009

Kenya Certificate of Primary Education (KCPE) - undefined

KIEMBENI BAPTIST
01.1998 - 05.2005

Skills

Experienced and innovative Hospitality, energetic and physically very fit, quick to respond to opportunities

Well conversant with the Microsoft office applications, and the internet

Highly personal integrity, and able to relate to and create trust in all

Highly articulate, confident and persuasive team-builder, able to motivate and communicate to achieve teamwork performance

Dependable and reliable in supporting and enabling team effort to produce genuine long-term sustainable development

Persistent and flexible approach to the mutually beneficial achievement of organization plans and personal goals of staff

Active Listening

Product Knowledge

Problem-solving abilities

Problem Resolution

Critical Thinking

Accomplishments

JUN 2019/ JUN 2021/MAY2023 - Successfully Completed ISAGO AUDITS

Telephonecontact

0725512900

References

  • REV.FR. DANIEL SIMOKI DODOY, PARISH PRIEST TAVETA, +254721628468, DANIELSIMOKI@GMAIL.COM
  • ROSE WAVUA SALIMO, KENYA-AIRWAYS DUTY SERVICE SUPERVISOR, 0721359467, ROSE.SALIMO@KENYA-AIRWAYS.COM
  • ERICK GITONGA MUKIRA, KENYA-AIRWAYS DUTY – SERVICE MANAGER, 0741088037, ERICK.MUKIRA@KENYA-AIRWAYS.COM

Training

  • CERTIFICATE IN PASSANGER HANDLING
  • CERTIFICATE IN AVIATION SECURITY
  • CERTIFICATE IN AIRSIDE SAFETY
  • CERTIFICATE IN DANGEROUS GOODS
  • CERTIFICATE IN WORLD TRACER
  • CERTIFICATE IN DOCS VERIFICATION
  • CERTIFICATE IN CUSTOMER SERVICE
  • I-DELIGHT
  • FIRE MARSHALLING
  • FIRST AID
  • QMS

Timeline

CHECK IN CONTROLLER

KENYA AIRWAYS
08.2023 - Current

Bachelors of Business Management -

MOUNT KENYA UNIVERSITY
01.2020 -

BAGGAGE SUPERVISOR (ACTING)

KENYA AIRWAYS
08.2017 - 12.2017

CHECK IN CONTROLLER (ACTING)

KENYA AIRWAYS
12.2015 - 06.2017

customer service agent (permanent)

KENYA AIRWAYS
01.2012 - 07.2023

Certificate A1 - undefined

ALLIANCE’ DE FRANCAISE
04.2011 - 05.2012

HUMAN RESOURCE (Internship)

KENYA AIRWAYS (KENYA AIRWAYS BASE)
11.2010

customer service agent (contract)

KENYA AIRWAYS
11.2010 - 06.2011

UNTRAINED TEACHER

MLIMANI ACADEMY (MOMBASA)
01.2009 - 07.2010

Certificate in Flight Dispatch/ Flight Operations - undefined

EAST AFRICAN SCHOOL OF AVIATION
06.2007 - 05.2008

Kenya Certificate of Secondary Education (KCSE) - undefined

STAR OF THE SEA HIGH SCHOOL
02.2006 - 05.2009

Kenya Certificate of Primary Education (KCPE) - undefined

KIEMBENI BAPTIST
01.1998 - 05.2005

ACCOUNTANT AND CLERK

KIEMBENI CATHOLIC CHURCH
5 2006

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Colleen Domtila MunaCheck In Controller