GERALD ASINZU MUGAKA OBINDI
NAIROBI
Summary
Results-driven Senior Cargo Customer Service Agent with expertise in airline cargo operations and customer service. Experienced in cargo reservations, shipment tracking, service recovery, and regulatory compliance. Leads teams to prioritise operational demands while coordinating with stakeholders to uphold safety and service standards. Skilled in documentation, reporting, and problem-solving to ensure efficient cargo movement.
Overview
15
15
years of professional experience
Work History
Global Customer Service Agent
Qatar Airways
NAIROBI, Kenya
04.2026 - Current
- Handled customer service enquiries promptly and accurately, minimising customer waiting time.
- Managed inbound customer service calls efficiently, resolving queries and complaints calmly.
- Resolved customer queries by phone and email with clear answers.
- Maximised customer satisfaction by resolving service issues promptly and thoroughly.
- Handled complaints professionally, providing suitable solutions to maintain customer satisfaction.
- Assisted customers with product questions, feedback, and complaints to resolve issues.
- Addressed escalated complaints with diplomacy, enhancing overall customer satisfaction.
- Provided friendly, attentive service by responding quickly to enquiries and orders.
- Developed strong customer relationships through consistent follow-up communications and attentive service.
- Built warm rapport with customers through engaging conversations during phone and email interactions. through phone, email, and live chat interactions.
- Delivered first-class customer service by anticipating customer needs and requirements.
- Managed customer account enquiries accurately to resolve complaints effectively.
- Contributed ideas in team meetings to improve customer service procedures.
- Monitored customer surveys and feedback to create corrective actions.
- Recommended solutions based on informed product guidance for customers.
- Developed empathetic client relationships and exceeded sales goals consistently.
Senior Cargo Customer Service Agent
QATAR AIRWAYS
Nairobi
10.2017 - 03.2026
- Coordinate with internal departments, customers, ground handling agents, third parties, and outstations to facilitate timely shipment transfers and deliveries.
- Addressed customer enquiries regarding cargo shipments, delivering timely updates and comprehensive support.
- Monitored shipment backlogs and critical situations, recording and communicating relevant updates to mitigate customer complaints.
- Coordinate service recovery measures and corrective actions, communicating effectively with all relevant stakeholders.
- Support improvements in local cargo sales and operational performance by identifying customer needs and service opportunities.
- Coordinate special-handling shipments with ground handling agents, Qatar Airways teams, and outstations to ensure smooth cargo movement.
- Liaise with sales teams and revenue management to ensure cargo reservations are appropriately allocated to flights.
- Ensure continuous compliance with applicable safety and security regulations, host-state requirements, and Qatar Airways procedures.
Duty Supervisor
SIGINON AVIATION
Nairobi
08.2016 - 09.2017
- Led and supervised operational staff, allocating duties to optimise workload and align with flight schedules and operational priorities.
- Planned and executed Qatar Airways Cargo warehouse activities to support efficient flight operations.
- Coordinated with Qatar Airways General Sales Agent (GSA), Ops, and Ground Handling Agent (GHA) teams to facilitate timely information sharing and operational efficiency.
- Ensured compliance with company and airline standard operating procedures and applicable regulatory requirements.
- Monitored staff performance and raised cargo irregularity reports.
- Conducted staff performance appraisals to enhance workforce management and support staff development.
- Verified the accuracy of export cargo charges before final processing.
- Ensured cargo operating systems were updated to maintain accurate records.
Additional Responsibility: Key Accounts Manager – Turkish Cargo
SWISSPORT KENYA LIMITED
Nairobi
09.2014 - 07.2016
- Served as primary point of contact for airline representatives, facilitating effective communication during freighter operations.
- Coordinated email and telephone correspondence with stakeholders to maintain timely and clear communication.
- Provided timely updates on cargo build-up, delivery, and dispatch to aircraft.
- Monitored adherence to Turkish Cargo standard operating procedures and manuals to ensure operational integrity.
- Attended pre-flight, post-flight, and operational review meetings to assess performance, identify challenges, and recommend corrective actions.
- Ensured accurate cargo system data entry and compilation of airline documentation.
Additional Responsibility: Freighter Team Leader
SWISSPORT KENYA LIMITED
Nairobi
08.2014 - 07.2016
- Led a dedicated team responsible for coordinating cargo movement from agents through the warehouse to the aircraft.
- Coordinated communication among operational stakeholders to enhance collaboration for seamless freighter operations.
- Ensured timely cargo receipt, processing, and delivery to minimize flight delays.
- Distributed workloads and monitored cargo-handling equipment availability to maintain operational readiness.
- Captured data accurately and updated systems to comply with airline procedures and regulatory requirements.
- Supported the Freighter Duty Manager Cargo and represented the manager whenever required.
Team Leader
SWISSPORT KENYA LIMITED
Nairobi
05.2014 - 07.2016
- Supervised operational teams, coordinating cargo handling activities to align with flight schedules and service requirements, ensuring operational effectiveness.
- Coordinated with relevant departments to facilitate timely communication and optimise cargo operations, enhancing workflow efficiency.
- Ensured adherence to airline procedures, company standards, and applicable regulatory requirements.
- Conducted staff performance appraisals and allocated work according to operational demands.
- Monitored equipment serviceability and arranged appropriate action in the event of equipment failures or breakdowns.
- Managed import cargo preparation for delivery and verified charges for both import and export shipments.
- Maintained warehouse safety, security, cleanliness, and operational efficiency.
- Improved cargo management systems by regularly updating data entries and ensuring accuracy. and reported cargo irregularities, contributing to improved accuracy in cargo management processes.
- Acted as a liaison for superiors, facilitating communication between teams to maintain workflow. to maintain operational continuity.
Cargo Operations Agent
SWISSPORT KENYA LIMITED
Nairobi
10.2013 - 05.2014
- Processed cargo acceptance, delivery, build-up, and breakdown activities for import and export consignments.
- Inspected, validated, and counted goods during acceptance, delivery, build-up, and breakdown to ensure compliance with handling requirements.
- Ensured special-handling cargo met IATA, airline, company, and regulatory requirements, safeguarding compliance and operational standards.
- Prepared and processed cargo documentation manually and through automated systems.
- Worked collaboratively with operations agents, equipment operators, and warehouse personnel to handle cargo, mail, and courier shipments.
- Coordinated with internal departments and regulatory authorities, facilitating compliance and operational alignment.
- Facilitated cargo interline transfers and coordinated document movement to and from aircraft.
- Generated FAD messages to report irregularities or discrepancies in cargo handling.
Warehouse Operator I
SWISSPORT KENYA LIMITED
Nairobi
03.2012 - 09.2013
- Operated authorized warehouse equipment in accordance with operational procedures.
- Verified export cargo upon acceptance to ensure readiness for carriage, security, and suitability for safe warehousing.
- Performed cargo-handling activities, including cargo rotation, racking, and bond checks.
- Conducted cargo check-out and build-up into Unit Load Devices (ULDs) before dispatch.
- Assisted team leaders and duty managers in delivering efficient, timely cargo services to customers, enhancing overall service quality.
Education
Bachelor's Degree - Civil Aviation Management
Moi University, EASA Campus
Nairobi12-2026
High School Diploma -
Musingu Boys High School
Kakamega11-2004
Diploma - Dangerous Goods
Nairobi Aviation College
Nairobi09-2011
Diploma - Air Cargo
East African School of Aviation
Nairobi04-2011
Diploma - French – Level 1
East African School of Aviation
Nairobi03-2011
Skills
- Cargo operations coordination
- Cargo booking management
- Cargo documentation reporting
- Import and Export Cargo Handling
- Dangerous goods compliance
- Regulatory compliance
- Cargo data management
- Warehouse and Freight Operations
- Customer relationship management
- Service recovery
- Sales support coordination
- Stakeholder collaboration
- Team Leadership and Staff Supervision
- Computer Proficiency and Adaptability
- Problem-solving prioritisation
- Works under pressure
- Teamwork and leadership
- Adaptable to change
- Attention to detail
Timeline
Global Customer Service Agent
Qatar Airways
04.2026 - Current
Senior Cargo Customer Service Agent
QATAR AIRWAYS
10.2017 - 03.2026
Duty Supervisor
SIGINON AVIATION
08.2016 - 09.2017
Additional Responsibility: Key Accounts Manager – Turkish Cargo
SWISSPORT KENYA LIMITED
09.2014 - 07.2016
Additional Responsibility: Freighter Team Leader
SWISSPORT KENYA LIMITED
08.2014 - 07.2016
Team Leader
SWISSPORT KENYA LIMITED
05.2014 - 07.2016
Cargo Operations Agent
SWISSPORT KENYA LIMITED
10.2013 - 05.2014
Warehouse Operator I
SWISSPORT KENYA LIMITED
03.2012 - 09.2013
Bachelor's Degree - Civil Aviation Management
Moi University, EASA Campus
High School Diploma -
Musingu Boys High School
Diploma - Dangerous Goods
Nairobi Aviation College
Diploma - Air Cargo
East African School of Aviation
Diploma - French – Level 1
East African School of Aviation