Festus Mutuku
Airline Professional
Embakasi
Summary
Dedicated to promoting professionalism and ethical behavior, I strive to ensure that my organization achieves its objectives and goals with effectiveness and efficiency. Building healthy professional relationships is a priority, as I believe in making a positive impact wherever I work. Seeking an environment that calls for competence, creativity, and analytical skills, eager to learn, grow, and develop my career. Contributing to the growth and development of the organization's competitive edge, aiming to make a meaningful difference in the lives of others while adding value to both myself and the organization.
Overview
8
8
years of professional experience
15
15
years of post-secondary education
Work History
Senior Sales Executive
Tashmi International Company
- I was involved in applying for medical products with different organizations including KEMSA, KEMRI, LANCET KENYA and NIC
Associate Auditor for Ground Services
Kenya Airways
01.2023 - Current
- Participated in 2023 IOSA/ISAGO Audits as an associate auditor in Ground Operations with NIL findings in both audits
- Among the team that was involved in updating the current version Passenger Handling Manual (PHM)
- Sensitization of staff on existing processes and the new processes.
- Enhanced audit efficiency by implementing risk-based audit strategies and methodologies.
- Managed multiple concurrent audits, effectively balancing workload while maintaining a high level of attention to detail and accuracy.
- Conducting safety audits every month to ensure that our workplace is safe
- Assisted in the development of audit programs, streamlining the overall auditing process and increasing team productivity.
- Reduced time spent on redundant tasks through the implementation of automated testing tools, increasing overall auditing efficiency.
Customer Service Agent
Kenya Airways
12.2016 - Current
- verification of travel documents for passengers
- Represent the company on safety meetings and committees regarding Occupational Safety and Health of staff
- Conduct briefings to staff on incidences and near misses at our working area ensuring our working environment is safe for all staff and passengers
- I was given a responsibility to train the new staff and interns
- In 2019 I was recognized as the best customer service agent by Kenya Airways
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations e.g disruptions, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
Education
Bachelor of Arts - International Relations
Kenya Methodist University
Nairobi, Nairobi Province, Kenya 04.2023 - Current
Certificate in Airline Passenger Service - Airline passenger service
Pride Centre
Nairobi, Nairobi Province, Kenya 01.2016 - 12.2016
High School Diploma -
Kitise Secondary School
Nairobi, Nairobi Province, Kenya 04.2010 - 12.2013
Kenya Certificate of Primary Education -
Kitise Primary School
Nairobi, Nairobi Province, Kenya 01.2001 - 12.2009
Skills
- Auditing
- Instructional Techniques
- Document verification
- Dangerous Goods for CBTA For DG Instructor
- Leadership Skills
- Peer Counselling
- Safety Champion
- Problem Solving -White Belt
- Communication Skills
- Customer Service Award
- Training Skills
- Airline Reservations and ticketing skills
- Good Microsoft skills
- Travel documentation
- Airport procedures
- Customer service
Personal Information
Date of Birth: 02/10/94
Accomplishments
- I represent our shift in company safety meetings
- I was awarded as the best customer service agent at Kenya Airways
- Represent the company on safety meetings and committees regarding Occupational Safety and Health of staff
- Participated in 2023 IOSA/ISAGO Audits as an associate auditor in Ground Operations with NIL findings in both audits
- Among the team that was involved in updating the current version Passenger Handling Manual (PHM)
referees
REFEREES
Joseph Mwaniki
Passenger Handling Instructor,
Kenya Airways Pride Centre,
Tel: +254720455654
Dorothy Were
Duty Service Supervisor
Kenya Airways
Tel:254722383844
Shendrack Mbithi
Pastor and manager
Machakos Institute
Tel: +254725639140
Timeline
Bachelor of Arts - International Relations
Kenya Methodist University
04.2023 - Current
Associate Auditor for Ground Services
Kenya Airways
01.2023 - Current
Customer Service Agent
Kenya Airways
12.2016 - Current
Certificate in Airline Passenger Service - Airline passenger service
Pride Centre
01.2016 - 12.2016
High School Diploma -
Kitise Secondary School
04.2010 - 12.2013
Kenya Certificate of Primary Education -
Kitise Primary School
01.2001 - 12.2009
Senior Sales Executive
Tashmi International Company
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