FESTUS MUTUKU
Nairobi
Summary
Dynamic aviation instructor with a proven track record at Kenya Airways Pride Center, enhancing student engagement through tailored instructional materials and effective training coordination. Skilled in applying aviation principles and fostering collaborative learning environments, I consistently optimize training outcomes and support professional growth through constructive feedback and needs assessments.
Overview
4
4
Certifications
10
10
years of professional experience
Work History
Associate Auditor
Kenya Airways
02.2023 - Current
- Conduct staff sensitization on existing and new operational processes.
- Participated in the 2023 IOSA/ISAGO audits as an Associate Auditor, achieving NIL findings in Ground Operations.
- Contributed to the review and update of the Passenger Handling Manual (PHM).
- Enhanced audit effectiveness through risk-based audit strategies and automated testing tools.
- Managed multiple audits concurrently while maintaining accuracy and attention to detail for both Nairobi and out stations.
- Conduct of safety inspections.
- Assisted in developing audit programs, improving efficiency and team productivity.
- Developed audit plans and procedures, resulting in streamlined processes and improved operational efficiency.
Airline Customer Service Agent
Kenya Airways
02.2016 - Current
- Facilitated seamless check-in processes, enhancing passenger flow and reducing wait times.
- Resolved customer inquiries effectively, improving overall satisfaction and loyalty to the airline.
- Coordinated baggage handling procedures, ensuring timely delivery and minimizing loss incidents.
- Trained new staff on customer service protocols, fostering a knowledgeable and efficient team.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
Trainer
QATAR AIRWAYS
04.2026 - Current
- When Qatar Airways had an interline agreement with Kenya Airways and become a ground handler I was the one coordinating a training of over 90 staff who were supposed to handle the flight.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
Instructor
Kenya Airways Pride Center
03.2026 - Current
- Facilitated engaging learning sessions to enhance student understanding of aviation principles.
- Developed instructional materials that supported diverse learning styles and improved knowledge retention.
- Assisted in the coordination of training sessions, fostering a collaborative learning environment.
- Conducted assessments to evaluate student progress, providing timely feedback to support improvement.
- Applied knowledge of industry standards to ensure training content aligned with operational best practices.
- Applied various teaching aids to minimize learning gaps and instruct and motivate students.
- Increased student participation via engaging lectures and assignments.
- Optimized learning plans based on student performance and feedback.
- I Trained to completion a group of over 70 students who later joined an on job training at Jomo Kenyatta International Airport.
Education
Bachelor of Arts - International Relations
KENYA METHODIST UNIVERSITY
NAIROBI 04.2001 -
ISO 9001:2015 Internal Auditors Course - Auditing
BUREAU OF VERITAS
Nairobi 04.2001 -
Certified Professional Mediation Course - Conflict Resolution
PEACE AND MEDIATION
Nairobi 04.2001 -
Customer Service - Passenger Handling Course
Pride Center
Nairobi 04.2001 -
High School Diploma -
KITISE HIGH SCHOOL
Makueni 04.2001 -
Skills
Customer Service
Instructional Techniques
Peace and Meditation
Auditor
Peer Counseling
Project Management (White Belt)
Peer Counseling
Project Management (White Belt)
Certification
INERNAL AUDITOR
Timeline
Trainer
QATAR AIRWAYS
04.2026 - Current
Instructor
Kenya Airways Pride Center
03.2026 - Current
PASSENGER HANDLING ASSESSOR
12-2025
DANGEROUS GOODS ASSESSOR
04-2025
MEDIATOR
02-2025
INERNAL AUDITOR
04-2023
Associate Auditor
Kenya Airways
02.2023 - Current
Airline Customer Service Agent
Kenya Airways
02.2016 - Current
Bachelor of Arts - International Relations
KENYA METHODIST UNIVERSITY
04.2001 -
ISO 9001:2015 Internal Auditors Course - Auditing
BUREAU OF VERITAS
04.2001 -
Certified Professional Mediation Course - Conflict Resolution
PEACE AND MEDIATION
04.2001 -
Customer Service - Passenger Handling Course
Pride Center
04.2001 -
High School Diploma -
KITISE HIGH SCHOOL
04.2001 -
Peer Counseling
- Provided confidential emotional and psychosocial support to employees and community members, helping them cope with personal, social, and work-related challenges.
- Conducted peer education and awareness programs on mental health, stress management, substance abuse prevention, and overall well-being.
- Identified individuals requiring specialized assistance and referred them to professional counselors, healthcare providers, or relevant support services.
Referees
Samuel Munyigi
Manager,
Kenya Airways PLC,
Contact. +254722917864.
Email.samuel.munyigi@kenya-airways.com
Shadrach Mbithi,
Manager,
Machakos Institute,
Contact.+254725639140
Derrick Onyango,
Instructor,
Pride Center Kenya Airways,
Contact. +254723819674,
Email.derrick.onyango@kenya-airways.com