Summary
Overview
Work History
Education
Skills
Certification
Referees
Timeline
Generic

Emma Cheruto

Check In Controller ( Flight Monitoring Unit)
Nairobi

Summary

Experienced Departure Control System Specialist ,skilled in Etiquette, Customer Experience, Fraud Investigations, Phone Etiquette, and Customer Service. I posses excellent analytical, problem solving and communication skills .I have a Bachelor of Education Degree - BED (French and History)

Overview

3
3
Languages
8
8
Certifications
12
12
years of post-secondary education
12
12
years of professional experience

Work History

Check in Controller Flight Monitoring Unit

Kenya Airways
Nairobi
11.2017 - Current
  • (3 years 5 months) Nairobi, Kenya a)Help Desk for the entire Kenya Airways Network on Departure Control System.
  • B)Handle Customer Airlines as per the Service Level Agreements.
  • C)Ensure that flights are triggered on the system 12 hours before departure.
  • D)Perform Investigation incase fraud and check in irregularities.
  • E) Perform interline system agreement tests to enable IATCI with other airlines and systems..

CONNECTION CONTROL EXECUTIVE

Kenya Airways
11.2015 - 10.2017
  • Nairobi, Kenya a) Monitor and plan connectivity of passengers and their bags.
  • B) Inform stakeholders of passengers who need meet and assist services.
  • C)Handle Disruption and rebook guests who missed their connection.
  • Customer Service Agent Special Services(Karibu Team.

Customer Service Agent -Karibu Team

Kenya Airways
NAIROBI
12.2013 - 10.2015
  • Nairobi, Kenya a)Check in of special passengers and their bags.
  • Page 1 of 3 b) Boarding and gate procedures for passengers who need assistance.
  • Meet and assist passengers who need assistance UMNR,DEPA,DEPU,DEAF,BLIND and VVIPS.
  • C)Interline transfer of guests on transit.

Bilingual Customer Service Representative

06.2010 - 11.2013
  • (3 years 6 months) Nairobi, Kenya a)Check in of passengers and their bags.
  • B)Boarding gate procedures c)Meet and assist passengers who need assistance.
  • D)Interline transfer of guests on transit Kenya National Commission for UNESCO.

Kenya National Commission of UNESCO Volunteer

EDUCATION COMMITEE
NAIROBI
10.2009 - 06.2010
  • (09 months) Nairobi, Kenya a) Promote and embrace the concept of peace amongst the youths in Kenya.
  • B) Promote human rights awareness amongst the youth in Kenya.
  • C) Implement creative ideas and strategies in the form of projects and activities in Kenya.
  • D) Represent the youth in Kenya.
  • E) Develop and implement leadership programmes to help empower the youth.
  • F) Partner with other youths all over the world.
  • G) Conduct research, advocate and influence policy in issues affecting young people.
  • H) Promote networking and exchange programs with organisations and individuals who are committed to giving the youth a voice and an opportunity.

Teaching Practice-Internship

The Starehe Boys Centre and School
Nairobi
05.2009 - 08.2009
  • Monitoring and Evaluation of Students in History and French Subject.
  • Preparation of lesson plans and lesson notes.

Education

Certification , Dynamic Teaming Leadership Training -

General Electric GE
01.2019 - 01.2019

Kenya Airways Pride Centre Certificate, Airline Passenger Servcies -

Kenyatta University
05.2005 - 12.2009

Bachelor of Education - BED - Frenc and History

01.2005 - 01.2009

Secondary Diplomas and Certificates - undefined

Chemelil Sugar Academy
01.2000 - 01.2003

Skills

Customer Service

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Certification

Amadeus Reservations

Referees

Cynthia Malala

Duty Service Supervisor Kenya Airways

Email: cynthia.malala@kenya-airways.com

Tel: 0721885388

Irene Gathuri

DCS Coordinator Kenya Airways

Email: irene.gathuri@kenya-airways.com

Tel:07411677587

Joan Kago

Resource Implementer Hub Control Centre Kenya Airways

Email: joan.kago@kenya-airways.com

Tel:0716761971

Timeline

Certification , Dynamic Teaming Leadership Training -

General Electric GE
01.2019 - 01.2019

Check in Controller Flight Monitoring Unit

Kenya Airways
11.2017 - Current

CONNECTION CONTROL EXECUTIVE

Kenya Airways
11.2015 - 10.2017

Customer Service Agent -Karibu Team

Kenya Airways
12.2013 - 10.2015

Bilingual Customer Service Representative

06.2010 - 11.2013

Kenya National Commission of UNESCO Volunteer

EDUCATION COMMITEE
10.2009 - 06.2010

Teaching Practice-Internship

The Starehe Boys Centre and School
05.2009 - 08.2009

Kenya Airways Pride Centre Certificate, Airline Passenger Servcies -

Kenyatta University
05.2005 - 12.2009

Bachelor of Education - BED - Frenc and History

01.2005 - 01.2009

Secondary Diplomas and Certificates - undefined

Chemelil Sugar Academy
01.2000 - 01.2003

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Emma CherutoCheck In Controller ( Flight Monitoring Unit)