Summary
Overview
Work History
Education
Skills
Interests
Basic Spanish
Timeline
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Juliana Gurmakh

Flight Attendant
Nairobi

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure the position of Senior Manager External Affairs and Sustainability. I am an individual who possesses a strong focus on the attainment of set goals and objectives. As a highly skilled aviation professional, I have amassed thirteen years of experience working in a high-pressure work environment. This experience has taught me the importance of flexibility and the need to accommodate the opinions and views of others. Additionally, it has enabled me to embrace working collaboratively with other team members to achieve our collective goals.

Recently, I have transitioned to a new role as a protocol officer, where I have the opportunity to promote the company's interests by facilitating bilateral agreements and MOUs with the national government and regulatory authorities in Kenya. In this role, I guide policy development and provide extensive research on pertinent matters. Moreover, I assist in maintaining observed protocols when interacting with state officials and other stakeholders. I also prepare speaker notes, minutes, and other presentations required within the department.

Furthermore, I am an aviation sustainability enthusiast, and I am passionate about promoting viable ideas and initiatives in sustainability. My unwavering commitment to achieving sustainable practices has enabled me to stay abreast of current developments in the industry and to be a valuable asset to any team.

Overview

13
13
years of professional experience
2
2
Languages

Work History

Job Shadowing as Protocol Officer

Kenya Airways
02.2023 - Current
  • Maintained database systems to track and analyze operational data.
  • Conducted post-event evaluations to determine areas for improvement, leading to more efficient and successful future engagements.
  • Gathered, organized and input information into digital database.
  • Established strong relationships with foreign mission counterparts, fostering trust and facilitating open lines of communication.
  • Ensured protocol compliance during official events, maintaining a professional atmosphere conducive to successful discussions.
  • Handled sensitive information with discretion, maintaining confidentiality when dealing with matters of national importance.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Strengthened communication skills through regular interactions with others.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Excellent communication skills, both verbal and written.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Managed time efficiently in order to complete all tasks within deadlines.

Flight Attendant

Kenya Airways
11.2011 - Current
  • Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
  • Assisted passengers with storing luggage and helped locate seating.
  • Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
  • Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
  • Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
  • Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
  • Assisted unaccompanied minors throughout their journey by providing supervision and engaging them in age-appropriate activities or conversation.
  • Advised passengers of flight regulations to maximize safety and security.
  • Ensured safety and comfort of customers onboard aircraft.
  • Answered passengers' questions about flight, aircraft and destination.
  • Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
  • Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
  • Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.

Customer Service Representative

Air Kenya Express
01.2011 - 10.2011
  • Responded to customer requests for products, services, and company information.
  • Investigated and resolved accounting, service and delivery concerns.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
  • Maintained up-to-date knowledge of product and service changes.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Education

Certificate in Combatting Human Trafficking

Airport Council International (ACI)
Online
01.2024

Sustainable Aviation:The Route To Climate-Neutral

Delft University of Technology
Online
08.2023

Master of Arts - International Relations

United States International University-Africa
Nairobi, Kenya
04.2001 -

Bachelor of Science - Tourism Management

United States International University-Africa
Nairobi, Kenya
04.2001 -

Certificate in Airline Cabin Crew

Kenya Airways Training School
Nairobi, Kenya
06.2010

Diploma in International Air Transportation

Air Travel And Related Studies Centre
Nairobi, Kenya
09.2009

Skills

Task Prioritization

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Interests

Traveling

Reading and Journaling

Basic Spanish

I attained a Spanish Basic Level Certificate from Regional Centre for Tourism and Foreign Language in 2009, however, i practise speaking and writing Spanish on the Duolingo App.


Timeline

Job Shadowing as Protocol Officer

Kenya Airways
02.2023 - Current

Flight Attendant

Kenya Airways
11.2011 - Current

Customer Service Representative

Air Kenya Express
01.2011 - 10.2011

Master of Arts - International Relations

United States International University-Africa
04.2001 -

Bachelor of Science - Tourism Management

United States International University-Africa
04.2001 -

Certificate in Combatting Human Trafficking

Airport Council International (ACI)

Sustainable Aviation:The Route To Climate-Neutral

Delft University of Technology

Certificate in Airline Cabin Crew

Kenya Airways Training School

Diploma in International Air Transportation

Air Travel And Related Studies Centre
Juliana GurmakhFlight Attendant