JOAN NGONGODI

• Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
• Led cross-functional teams to drive process improvements and achieve business objectives.
• Facilitated change management initiatives, ensuring smooth transitions during organizational restructuring efforts or process overhauls.
• Streamlined operations processes for increased efficiency and enhanced customer experiences.

•Ensured all passengers boarded on Kenya Airways (KQ) and Customer Airlines flights are adequately documented.

•Implemented regulations and document verification procedures to ensure compliance in case of passengers returned due to improper travel documents.

•Managed complex issues resulting from verification procedures enforcement to reduce impact on customer service level.

•During operations, collaborated with Airport authorities, Foreign Embassy Officials and other Kenya Airways departments to ensure enforcement of immigration regulations and timely identification of violations.

•Supported governmental authorities and internal Security during investigations resulting from fraudulent
documents identification.

•Provided support on Travel Document expertise support to the rest of the team and across the network.

•Created internal reports to accurately communicate trends and inspections outcomes to Ground
Services Management.

• Ensured compliance to all relevant policies, processes and procedures was achieved so that work is carried out in a controlled and consistent manner.
  
  •Promoted and maintained by a positive safety culture, a healthy, secure and cost-effective operation for Kenya Airways and Customer Airlines operations and ensured compliance with the relevant industry/legislative requirements and company procedures to ensure a healthy and safe work environment.
  
  •Provided efficient, high quality customer service in day to day operations for Kenya Airways and Customer Airlines at all customer touch points according to the agreed Service Level Agreements and Company Policies in order to delight the customer and improve the overall customer experience at JKIA.
  
  •Disseminated information as appropriate to passengers and 3 Party service providers in order to
  eliminate lapses in service delivery resulting from lack of information.
  
  •Implemented departure and arrival processes in strict compliance and accordance to the laid down safety and security procedures and in a timely manner in order to guarantee consistency in punctuality (OTP, baggage delivery, Meeting and escorting passengers to/from flights, passenger screening/profiling).
  
  •Maximized revenue through collection of excess baggage charges, change of reservation charges, ticket sales and service charges while maintaining high quality customer service at all touch points.
  
  •Implemented efficient procedures and best practices in document verification in order to minimise risks to the airline without compromising on customer service.

• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Improved operations through consistent hard work and dedication.
• Delivered exceptional level of service to each customer by listening to concerns and answering questions.
• Served customers and followed outlined steps of service.
• Used coordination and planning skills to achieve results according to schedule.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Developed and maintained courteous and effective working relationships.
• Participated in team-building activities to enhance working relationships.