Festus Mutuku
Auditor
Nairobi
Summary
Results-driven professional committed to fostering ethical behavior and professionalism while ensuring organizational objectives are met effectively and efficiently. Strong emphasis on cultivating professional relationships to create a positive impact in every work environment. Seeks to thrive in a setting that values competence, creativity, and analytical skills, while embracing opportunities for continuous learning and career advancement. Focused on contributing to the organization’s competitive edge, with a passion for making a meaningful difference in the lives of others and enhancing overall value for both personal and organizational growth.
Overview
9
9
years of professional experience
Work History
Associate Auditor for Ground Services
Kenya Airways
01.2023 - Current
- Engaged in 2023 IOSA/ISAGO Audits as associate auditor in Ground Operations, recording NIL findings across both audits.
- Part of team involved in updating current version of Passenger Handling Manual (PHM)
- Educate staff on existing processes and newly implemented procedures.
- Optimized audit processes by applying risk-based audit strategies and methodologies.
- Directed multiple simultaneous audits, proficiently managing workload while upholding exceptional attention to detail and accuracy.
- Performing monthly safety audits to guarantee workplace safety
- Facilitated development of audit programs, enhancing overall auditing process and elevating team productivity.
- Optimized task management through introduction of automated testing tools, leading to reduced time on redundant activities and improved auditing efficiency.
Customer Service Agent
Kenya Airways
12.2016 - Current
- Verification of passenger travel documents
- 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
- Facilitated training sessions for new staff and interns to promote skill development
- Honored as top customer service agent by Kenya Airways in 2019
- Exhibited exceptional professionalism during customer interactions, fostering positive experiences.
- Exhibited empathy in managing challenging situations, such as disruptions, enhancing trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Enhanced check-in procedures for quicker service, leading to minimized wait times.
- Oversaw passenger boarding process, ensuring orderliness and punctuality during peak times.
- 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 04.2001 -
Graduate Certificate - Mediation
Peace & Mediation Africa
Nairobi, Nairobi Province, Kenya 04.2001 -
Certificate - Airline passenger service
Pride Centre
Nairobi, Nairobi Province12.2016
High School Diploma -
Kitise Secondary School
Nairobi, Nairobi Province12.2013
Kenya Certificate of Primary Education - Primary Education
Kitise Primary School
Nairobi, Nairobi Province 04.2001 -
Skills
- Environment and Sustainability
- Effective instructional techniques
- Team leadership
- Peer to peer counselling
- Safety advocate
- Quality compliance
Accomplishments
- Represent shift in company safety meetings.
- Awarded as the best customer service agent at Kenya Airways.
Personal Information
- Date of Birth: 02/10/94
- Gender: M
References
- Joseph Mwaniki, Passenger Handling Instructor, Kenya Airways Pride Centre, +254720455654
- Dorothy Were, Duty Service Supervisor, Kenya Airways, +254722383844
- Shendrack Mbithi, Pastor and manager, Machakos Institute, +254725639140
Timeline
Associate Auditor for Ground Services
Kenya Airways
01.2023 - Current
Customer Service Agent
Kenya Airways
12.2016 - Current
Bachelor of Arts - International Relations
Kenya Methodist University
04.2001 -
Graduate Certificate - Mediation
Peace & Mediation Africa
04.2001 -
Kenya Certificate of Primary Education - Primary Education
Kitise Primary School
04.2001 -
Certificate - Airline passenger service
Pride Centre
High School Diploma -
Kitise Secondary School