ROSE YEKO MUNGOU
NAIROBI
Summary
Proactive professional offering over sixteen years working in airline industry. Adept at responding to intense emergency situations with calm and professionalism.
Flexible hard worker ready to learn and contribute to team success.
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
Work History
Cabin Crew
Kenya Airways Ltd.
Nairobi, Kenya
08.2007 - Current
- Promote Asante Rewards registration to all guests on board through awareness all applicable flights and let the Flight Purser or Assistant Flight Purser register them.
- Ensure and maintain a healthy, safe and secure working environment in compliance with relevant industry regulatory and legislative requirements and company procedures.
- Assist special category passengers, ensuring their flights were comfortable and memorable.
- Guide, train, and supervise junior cabin crew on Safety, Security, and Customer Service onboard flights.
- Execute all Safety and Security related duties for passengers' safe and secure travel.
- Maintain proper utilization of company property to avoid wastage and misuse.
- Deliver onboard quality customer service, ensuring customer satisfaction and loyalty.
- Provide First Aid to passengers in emergency situations and assisted doctors onboard with medical procedures according to Aviation Medicine.
- Respond promptly to customer complaints or requests for service during flights.
- Demonstrate safety procedures before departure and for emergency situations and ensured compliance among passengers.
- Inspect aircraft cabins using Security Checklist after disembarking to identify any damage or lost items left behind by passengers.
- Replenish supplies in lavatories throughout the flight as needed.
- Maintain a professional appearance at all times while interacting with customers.
- Up sell and cross sell Duty Free items to maximize sales .
Office Administrator
Kenya Airways Ltd.
Nairobi, Kenya
02.2018 - 05.2018
- Assisted in day-to-day administration between the Aviation Security Office and other Kenya Airways departments.
- Collected and analyzed data, prepared data presentations, and reports for information sharing.
- Ensured technical records and documents aligned with Aviation Security standards and procedures.
- Scheduled and facilitated weekly team meetings for the Aviation Security training staff.
- Managed and organized Aviation Security data and records, ensuring accuracy and completeness.
- Entered Training Data on I-Learner system and enrolled ICAO approved training classes for Kenya Airways personnel.
- Organized and maintained filing systems, including electronic databases and records.
- Scheduled appointments for senior management team members using Outlook calendar system.
- Prepared presentations using Microsoft Office applications such as Word, Excel, and PowerPoint.
- Composed correspondence such as letters, emails, memos, reports and other documents.
- Organized monthly staff meetings ensuring agendas were distributed in advance.
- Performed clerical duties such as photocopying, faxing and scanning documents.
- Coordinated and managed daily administrative operations of the office.
- Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries.
- Reviewed documents and obtained additional information to complete accurate paperwork and avoid delays.
- Filtered emails based on importance and escalated issues to leadership.
- Created memos, letters and other documents, fostering internal and external communication.
Management Trainee
Midland Hotel
Nakuru , KE
04.2006 - 10.2006
- Visualized and updated hotel information, including brochures and fliers. - Monitored hotel's expenditure and compared it with approved budgets. - Managed hotel's daily books of accounts and administrative preparation for meetings and workshops. - Supported top-tier managers in preparing travel itineraries. - Handled requests for hotel supplies and amenities through procurement and purchasing. - Received guests and ensured proper room allocation according to reservations.
- Performed administrative tasks such as data entry, filing, and document preparation.
- Monitored inventory levels and adjusted purchasing plans accordingly.
- Learned company processes, procedures and employee role functions.
- Shadowed managers to gain understanding of organizational expectations and management techniques.
- Resolved customer complaints by communicating effectively with all stakeholders.
- Conducted market analysis to identify potential opportunities for growth.
- Resolved customer issues efficiently to build loyalty.
- Resolved client issues by delivering excellent customer service and maintaining positive attitude.
Education
Bachelor of Science - Master in Development Studies
St. Paul's University
Nairobi 05-2026
Bachelor of Science - Bachelor in Tourism Management
Moi University
Eldoret 12-2005
High School Diploma -
Lugulu Girls High School
Bungoma 12-1999
Skills
- Emergency Procedures
- Company policy adherence
- Critical Thinking
- Customer Obsession
- Cultural Sensitivity
- Training and mentoring
- Conflict Mediation
- Discretion and Confidentiality
- Company culture and values
- Safety awareness
Languages
Swahili
First Language
English
Proficient
C2
French
Beginner
A1
Referees
- Jason Mose,
Inflight Performance Manager,
jason.mose@kenya-airways.com
Tel: +254718097189
- David Borter,
Aviation Security Training Instructor
David.borter@kenya-airways.com
Tel:+254741120770
- Faith Odhiambo,
Flight Purser
Faith.nyakundi@kenya-airways.com
Tel:+254718116731
Professional Courses
- Cabin Crew Member Certificate (KF-2023-CM)
KQ Academy
November 22,2007
- Critical Thinking Learning Journey
KQ Academy
May 09,2024
- Integrity Code Training
KQ Academy
January 24,2024
- Building Your Leadership Skills
KQ Academy
September 20,2023
- Communication Skills for Managers
KQ Academy
September 15,2023
- Become a Customer Service Specialist
KQ Academy
December 22,2020
- Become a Project Manager
KQ Academy
December 22,2020
- Become a Digital Marketing Specialist
KQ Academy December 22,2020
Timeline
Office Administrator
Kenya Airways Ltd.
02.2018 - 05.2018
Cabin Crew
Kenya Airways Ltd.
08.2007 - Current
Management Trainee
Midland Hotel
04.2006 - 10.2006
Bachelor of Science - Master in Development Studies
St. Paul's University
Bachelor of Science - Bachelor in Tourism Management
Moi University
High School Diploma -
Lugulu Girls High School
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