Jeniffer Wangechi
Customer Service Agent
Nairobi
Summary
Knowledgeable airport services professional with 1 year of progressive experience in the field. Good relationship-building and problem-solving abilities with a resilient and adaptable approach. Positive, upbeat and friendly team player. Sound ability to handle multiple tasks, set priorities and meet deadlines
Overview
2025
2025
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
1
1
Language
Work History
Passenger Service Agent
Tradewinds Aviation Services
2 2024 - Current
- Monitoring flight schedules so as to provide accurate information to passengers
- Uploading of Passenger Name List (PNL) in the Departure Check-in System (DCS)
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Tagged baggage and routed to appropriate location for loading and screening.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Delivered excellent customer service under high-pressure situations whist maintaining a calm demeanor throughout daily operations.
- Improved language interpretation support for international travelers by leveraging multilingual abilities when necessary.
- Ensured compliance with safety regulations, adhering to strict guidelines during boarding procedures.
- Prepared detailed passenger manifests and other reports to meet organizational needs.
Information Consultant Assistant
Kenyatta University Post Modern Library
02.2023 - 03.2023
- Evaluated emerging technologies and
industry trends, recommending suitable
options for enhancing organization's
information capabilities. - Supported change management efforts by
providing detailed documentation outlining
new procedures and transitions - Increased customer satisfaction by providing exceptional administrative support and resolving issues efficiently.
- Completed daily statistic logs for
management review for approximately
20days
Records Officer Intern
Kenya Civil Aviation Authority
06.2022 - 09.2022
- Managed physical storage units, maintaining
organization and accessibility of manuals and
files. - Responded promptly to requests for
information from internal departments or
external parties, enhancing positive working
relationships throughout the organization. - Assisted in the creation of records-related
policies and procedures, contributing to a
comprehensive approach to information
management across the organization - Followed established policies and procedures
to maintain compliance with regulations. - Developed organizational skills through
managing multiple tasks simultaneously while
adhering to strict deadlines - Enabled more organized inventory system by
cataloging company manuals and records.
Education
Coursera Online Courses - Data Analytics
Coursera
Online 04.2023 - 06.2023
Bachelor of Science - Records Management and Information Technology
Kenyatta University
09.2019 - 12.2023
Skills
- Customer Service Management
- Ground Operations
- Check-in procedures
- Passenger Assistance
- Language proficiency
- Time Management
- Adaptability and Flexibility
- Problem-Solving
- Detail Oriented
- Multitasking Abilities
Achievements
- Attended a 3 days conference hosted by Kenya Civil Aviation Authority (K.C.A.A) and ICAO on Regional Safety Oversight Organization Forum
- Actively participated in a 2 weeks gig for Africa Centre for Women, Information and Communications Technology (ACWICT) on Data Analysis.
Certification
Human Factors
References
- Mr. Lawrence Amukono, Chief N.C.M.C., K.C.A.A, P.O. Box 30163, Nairobi, Nairobi, 00100, +254 722349320
- Dr. Felix Obegi, Lecturer, Computing and Information Science Department, Kenyatta University, P.O. Box 42844, Nairobi, Nairobi, 00100, +254 721569569
- Mr. Johnson Ondiek, Team Leader- Passenger Service Department, Tradewinds Aviation Services, P.O. Box 42474, Nairobi, Nairobi, 00100, +254 717201325
Timeline
Coursera Online Courses - Data Analytics
Coursera
04.2023 - 06.2023
Information Consultant Assistant
Kenyatta University Post Modern Library
02.2023 - 03.2023
Records Officer Intern
Kenya Civil Aviation Authority
06.2022 - 09.2022
Bachelor of Science - Records Management and Information Technology
Kenyatta University
09.2019 - 12.2023
Human Factors
Dangerous Goods Regulation
Security and Safety Awareness
Passenger and Baggage Handling
Passenger Service Agent
Tradewinds Aviation Services
2 2024 - Current
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