Martha Wachira
Nairobi,Kenya
Summary
Dynamic and adaptable professional with a strong foundation in team leadership and coordination, adept at ensuring seamless operations across departments. Demonstrates excellent communication and interpersonal skills, effectively solving analytical challenges and fostering collaboration. Skilled in problem-solving, time management, and facilitating engaging training sessions, consistently delivering innovative solutions that enhance client satisfaction. Committed to continuous learning and development, with a growth mindset that embraces new opportunities.
Overview
2
2
Languages
9
9
years of post-secondary education
15
15
years of professional experience
Work history
Central Baggage Tracing Controller
Kenya Airways
Nairobi, Kenya
2023.07 - Current
- Support BRS team in monitoring and managing Baggage Reconciliation System to ensure all checked-in baggage is accurately matched to departing passengers.
- Responsible for overall baggage tracing and liaison between Outstations Stations, GHAs and guests within network using world tracer and BMS systems.
- Enforce baggage tracing standards in Outstation in line with company policy and documented procedure.
- Monitor Right now tool and close over 25 incidences to ensure timely closure on all mishandled baggage complaints raised by customers.
- Acted as Team Leader in absence of designated leader, ensuring smooth operations and effective coordination within team.
- Communicate regularly with passengers having mishandled baggage claims, providing updates and support in professional and empathetic manner.
Airport Service Agent
Qatar Airways
Nairobi, Kenya
2017.01 - 2020.05
- Serve as primary point of contact for Qatar Airways' customers, stakeholders, and ground handling agents, representing airline's image to highest standards.
- Supervise over 10 Ground Handling Agents (GHA) to ensure on time performance.
- Liaise with check-in, transfer desk, cargo, fueling company, baggage make-up area, and other areas to achieve smooth turnaround and on-time performance.
- Support disrupted flight customers and proactively coordinate timely rebooking of passengers.
- Manage mishandled baggage cases, including untraceable or damaged bags, ensuring timely recovery and reconciliation for affected customers.
- Resolve escalated customer complaints by effectively listening to customer requests to determine requirements and offer most appropriate solutions.
- Perform pre- and post-flight administrative duties.
- Coordinate staff and passengers to ensure compliance with Qatar Airways policies and aviation regulations, including IATA (International Air Transport Association) standards.
- Use Altea CM system to collect sales such as excess baggage and upgrade to business class.
Customer Service Agent
Kenya Airways
Nairobi, Kenya
2012.02 - 2016.12
- Provide efficient, high-quality customer service in day-to-day operations at Check in counters, boarding gates, and transfer desk.
- Use Amadeus to collect airport sales such as excess baggage and passenger upgrade to business class to maximize revenue collection. Generated $2,000 business class upgrades in revenue in single shift.
- Assist passengers at transfer desk with disrupted flights by rebooking their flights using Amadeus and offering them hotel or meal vouchers where appropriate.
- Solved over 15 transfer desk passenger complaints and escalated out-of-hand situations to manager on duty.
Education
Bachelor of Arts - Leadership and management
St Paul's University
Kenya 2022.01 - 2025.11
Diploma - Leadership and Management
St Paul's University
Kenya 2021.01 - 2021.12
Certificate - Airline Passenger Services
Kenya Airways Pride Center
Kenya 2011.07 - 2012.01
Kenya Certificate of Secondary Education - High school Certificate
St Clares of Assisi High School
Kenya 2006.01 - 2009.12
Skills
- Team player with good coordination skills; coordinates with different departments to ensure mishandled baggage is solved
- Openness to learning; Possesses growth mindset and welcomes opportunities for continuous learning and development
- Excellent Communication & Interpersonal Skills; Excellent written and verbal skills, high reasoning to quickly solve analytical challenges able to relate and work well with others
- Team leadership; Influence teams to ensure company's goals and objectives are successfully met
- Problem Solving; Ability to simplify ambiguous and complex situations to deliver consistent, compelling, innovative, and definitive solutions ensuring client satisfaction
- Time management; prioritizes most sensitive tasks according to business requirements
- Adaptable; Demonstrates adaptability by successfully handling diverse customer needs and requests with flexibility and ease, while maintaining positive and professional demeanour
- Facilitation/instructor; Skilled in planning, facilitating, and delivering engaging training programs, workshops, inductions, and coaching sessions for diverse groups
Accomplishments
- Planned and coordinated a Corporate Social Responsibility (CSR) initiative for the Ground Operations Team, promoting employee engagement and community impact.
- Successfully completed the Qatar Airways Train-the-Trainer Programme, enhancing training, coaching, and staff development capabilities.
- Delivered a two-week operational training for 30 staff members on Qatar Airways processes, procedures, and system usage, improving operational readiness and compliance.
- Led the induction and onboarding of 50 interns joining the Kenya Airways Internship Programme, providing orientation on airline operations, customer service standards, safety procedures, and workplace expectations.
- Recognized in the Kenya Airways Ground Operations Newsletter for playing a key role in business readiness initiatives for the successful Qatar Airways inaugural flight and for consistently supporting operational teams in delivering customer-focused service excellence across daily operations.
REFERENCES
Upon request
Languages
English
Fluent
Swahili
Fluent
Affiliations
- Running,Do it Yourself Project(DIY), Humanitarian Projects
Timeline
Central Baggage Tracing Controller
Kenya Airways
2023.07 - Current
Bachelor of Arts - Leadership and management
St Paul's University
2022.01 - 2025.11
Diploma - Leadership and Management
St Paul's University
2021.01 - 2021.12
Airport Service Agent
Qatar Airways
2017.01 - 2020.05
Customer Service Agent
Kenya Airways
2012.02 - 2016.12
Certificate - Airline Passenger Services
Kenya Airways Pride Center
2011.07 - 2012.01
Kenya Certificate of Secondary Education - High school Certificate
St Clares of Assisi High School
2006.01 - 2009.12