Joyce Shisia
Nairobi
Summary
Dynamic and results-driven professional with extensive experience at Kenya Airways, excelling in customer satisfaction and safety. Proven leadership in training and mentoring teams, alongside strong complaint handling and multitasking abilities. Recognized for enhancing onboard services and achieving high customer satisfaction ratings through exceptional communication and adaptability.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Flight Purser
Kenya Airways
09.2009 - 06.2016
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Implemented strategies for enhancing onboard entertainment offerings based on passenger feedback and preferences.
- Provided expert knowledge on flight services and amenities, answering passenger inquiries promptly and accurately.
- Trained new cabin crew members on company policies, customer service standards, and emergency procedures to ensure consistently high-quality service delivery.
- Ensured safety and comfort of passengers by conducting pre-flight briefings and demonstrating safety procedures.
- Collaborated with pilots to maintain awareness of flight status, ensuring timely updates for passengers during unexpected delays or changes.
- Maintained and completed administrative records and documents to meet company requirements.
- Partnered with flight department to meet inflight and station operational obligations.
Senior Flight Attendant
Kenya Airways
03.2008 - 09.2009
- Answered passenger questions and provided solutions to issues arising during flights.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Resolved passenger conflicts and medical emergencies during flights.
- Ensured safety and comfort of customers onboard aircraft.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Handled medical emergencies calmly and professionally, administering first aid as needed to maintain passenger wellbeing.
- Achieved high levels of customer satisfaction ratings consistently through proactive problem-solving approach in addressing passenger concerns.
- Ensured flight safety by conducting thorough pre-flight checks and adhering to all airline regulations and procedures.
- Managed inventory control on aircrafts, tracking supplies accurately to avoid shortages or overstocking issues during long-haul flights.
- Held flight attendants accountable to service expectations to meet company and regulatory standards.
Flight Attendant
Kenya Airways
03.2003 - 03.2008
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Prepared cabin for arrival by cleaning surfaces, restocking supplies, securing loose items, and ensuring overall orderliness.
Receptionist
A.A.R Kenya
05.2002 - 01.2003
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Handled cash transactions and maintained sales and payments records accurately.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
Education
Front Office Operations -
Kenya Utalii College
Nairobi Basics Of Aviation -
Alison
OnlineSkills
- Punctuality
- Multilingual proficiency
- Complaint handling
- Team management
- Exceptional communication
- Strong leadership
- Multitasking
- Adaptability and flexibility
- Reporting skills
- Coaching and mentoring
- Administrative support
- VIP Handling
Certification
Virtual Assistant
Data Entry
Administrative Support
Leading Winning Teams
The Bulletproof Manager Program
Timeline
Flight Purser
Kenya Airways
09.2009 - 06.2016
Senior Flight Attendant
Kenya Airways
03.2008 - 09.2009
Flight Attendant
Kenya Airways
03.2003 - 03.2008
Receptionist
A.A.R Kenya
05.2002 - 01.2003
Front Office Operations -
Kenya Utalii College
Basics Of Aviation -
Alison