LUCY GITONGA

• Boosts team spirit and performance by communicating clear service expectations and quality goals to each team member.
• Profiling flights prior for special cases and planning ahead to ensure seamless service is delivered.
• Conferring with senior management to handle and correct disciplinary issues.
• Training, overseeing and mentoring new team members on job to strengthen performance and job expertise.
• Creating plans and communicating deadlines to complete projects on time.
• Actively listening to customers, handling concerns quickly and escalating major issues to supervisor or/and airline representative.

• Handled check-in, departure gates and arrival procedures.

- reconciling passengers with their bags.

- checking authenticity of documents.

- resolving ticket problems.

- issuing boarding passes and bag tags.

• Offered passengers timely services keeping in line with a seamless and convenient world class experience.
• Report active incidences and near misses.
• Assisted duty supervisor by providing the necessary data to fill the shift report.
• Ensured efficient customer flow through the terminal in compliance with the agreed standards and procedures.
• Supported stakeholders and business partners to ensure their businesses run effectively in order to provide customers with a comfortable experience.
• Proactively seek out terminal pressure points, prioritize and direct resources, giving clear and constant feedback to the manager in the event of a disruption.

(c/o Kenya Airways)

• Provided primary customer support to internal and external customers.
• Demonstrated items to customers and created customer awareness, interest and sales.
• Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
• Developed and actualized customer service initiatives to decrease wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.