MARTIN KARANI MUGA
Ground Services Operations
Nairobi, Nairobi Province,30
Summary
An Encouraging colleague and analytical problem-solver with talents for building one team, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills.
Proficient in using independent decision-making skills and sound judgment to positively impact on the company goals.
I am Adaptable and Approachable to all colleagues and do put deliberate effort to bring out the best out of people with intentional appraisals and feedback there-in.
Above all, i do uphold high standards of integrity and creating a safe and organized working culture.
Overview
16
16
years of professional experience
Work History
Airport Services Duty Supervisor
Qatar Airways
09.2022 - Current
- Supervise and Control Flight-Handling activities such as Flight Editing, Check-in, Transfers, Boarding, etc in order to ensure a High Service Standard. Achieve optimum satisfaction and on-time departures of Flights.
- Co-ordination in liaison with GHA, QR and Airport Authorities to ensure On-time Performance Targets & Safety Requirements are met.
- Pre-brief the Flight, add HPC Comments to Pax and Destinations that would need further profiling including Pax on Inbound Traffic. This is also done for other SSRs on the Flight.
- Pre-brief with QR Team and suggest a Flight Handling Plan based on Best Practices and sharing lessons from previous flights.
- Preparing Duty Allocation for the QR Team
- Review Aircraft Allocations according to the Movement Messages. Ensure all departments are aware of the operational messages and requirements.
- Provide Support to ASDO / ASM incase of Flight Disruptions, misconnections and DNB handling. Ensure Passengers are provided with Full Support during the above mentioned irregular handling. These includes Post Departure or Disruption Handling such as FDR Reports.
- Ensuring Post Departure Reports and Post Flight Activities are done. These include mails to downline Stations.
- Support and Cover other Stations on Duty Travel as and when it's required.
- Streamlined operations by implementing inventory management systems to reduce stock discrepancies and wastage.
Senior Airport Services Agent
Qatar Airways
08.2017 - 09.2022
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Conducted safety briefings, maintaining compliance with regulatory requirements.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Monitored gate activities closely, proactively addressing potential delays or disruptions for smoother operations.
- Coordinated luggage handling procedures, resulting in fewer lost or delayed bags for passengers.
- Improved airport services efficiency with thorough organization of daily tasks and responsibilities.
- Trained new airport services agents, fostering a supportive team environment and enhancing overall performance.
- Enhanced passenger satisfaction by providing exceptional customer service and addressing concerns promptly.
- Applied effective time management techniques to meet tight deadlines.
- Gained strong leadership skills by managing projects from start to finish.
- Cultivated interpersonal skills by building positive relationships with others.
- Paid attention to detail while completing assignments.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Airport Services Agent
Qatar Airways
02.2014 - 08.2017
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Facilitated the boarding process by managing the flow of passengers onto aircrafts promptly and efficiently.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Produced and shared customer service reports to support management decision-making.(FHRs)
- Ensured cleanliness of airport facilities by conducting regular inspections and addressing maintenance concerns promptly.
Airport Representative
Air Uganda
06.2013 - 01.2014
- Ensured smooth operations during irregular operations or emergencies by following established protocols and communicating effectively with team members.
- Produced and shared customer service reports to support management decision-making.
- Monitored gate activities closely to identify potential problems or delays that could impact flight schedules.
- Managed lost luggage claims by liaising with baggage services, expediting the return of personal belongings to passengers.
- Maintained up-to-date knowledge of airport procedures, effectively addressing passenger inquiries and concerns.
- Sales and Ticketing Functions, inclusive of coming up with Daily Sales Reporting Structures
Senior Airport Services Agent
Swissport Airside Limited
01.2010 - 04.2013
- Trained new airport services agents, fostering a supportive team environment and enhancing overall performance.
- Was a Flight Controller for various Airlines handled by the GHA such as Virgin Atlantic, South African Airways, Air Arabia, Air Mauritius, Air Madagascar and Qatar Airways
- Assisted Shift Supervisors to close Flight Reports and Flight Filing
- Filing of Monthly Reports for Government Authorities such as Pax Traffic Statistics
Airport Services Agent
Swissport Airside Limited
01.2008 - 12.2010
- Conducted thorough passport checks at immigration desks, verifying necessary documentation for international travelers entering the country.
- Was Trained and Served as a Customer Service Desk and Check-in Agent for various Airlines. This involved competence of the various Departure Control Systems that were used by these Airlines.
- Baggage Transfers and Co-ordination for Inbound and Outbound Traffic
- Handling of Special Service Requests
Education
Ground Operations Management
IATA
Nairobi03.2020
Tourism And Travel Management
Kenya Utalii College
09.2008
Skills
Safari Driving, Cycling, Natural Photography and Vehicle Overhaul & Make-over
Done Self Drives through some of the biggest National Parks in Kenya which comes with my Interest in Flora and Fauna Photography. I am also a member of various car vintage groups in Kenya having successfully done a complete overhaul of 03 cars.
Timeline
Airport Services Duty Supervisor
Qatar Airways
09.2022 - Current
Senior Airport Services Agent
Qatar Airways
08.2017 - 09.2022
Airport Services Agent
Qatar Airways
02.2014 - 08.2017
Airport Representative
Air Uganda
06.2013 - 01.2014
Senior Airport Services Agent
Swissport Airside Limited
01.2010 - 04.2013
Airport Services Agent
Swissport Airside Limited
01.2008 - 12.2010
Ground Operations Management
IATA
Tourism And Travel Management
Kenya Utalii College
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