Juliet Najjemba
Kampala
Summary
Dynamic, results-oriented professional with 14 years of experience in airline industry, training, and travel management .Proven success in leading and developing high-performance teams, optimizing reservation and ticketing operations, and driving customer satisfaction. Skilled in decision making, critical thinking, and problem-solving, with a strong ability to multitask and manage time effectively. Committed to operational excellence and leveraging my extensive background in reservations, ticketing, and training to drive efficiency and success.
Overview
17
17
years of professional experience
Work History
Supervisor Reservations and Travel Agents
Egypt Air line
KAMPALA, UGANDA
01.2019 - Current
- Oversee and manage the daily activities of reservations and travel agents, ensuring that all tasks are performed efficiently.
- Train new hires and provide ongoing training for current staff on booking systems, customer service protocols, and travel regulations.
- Monitor and evaluate team performance, conduct performance reviews, and provide constructive feedback to improve service quality.
- Handle escalated customer issues, complaints, and special requests, ensuring high levels of customer satisfaction.
- Ensure that customer interactions are handled professionally, and that reservations and travel arrangements meet or exceed customer expectations.
- Implement and oversee efficient procedures for booking, ticketing, and travel arrangements.
- Ensure that all reservations and travel services comply with company policies and industry regulations.
- Maintain and manage reservation and booking systems, ensuring they are up-to-date and functioning correctly.
- Address technical issues or system errors, and work with IT teams to resolve them promptly.
- Prepare and analyze reports on booking trends, sales performance, and customer feedback.
- Track key performance indicators (KPIs) and analyze them to identify areas for improvement and develop strategies.
- Manage reservations, ensure accurate availability, and handle special requests, such as group bookings or VIP arrangements. Monitor and manage ticket inventory to optimize availability and pricing.
- Work closely with other departments (e.g., sales, marketing, finance) to ensure alignment and resolve any cross-functional issues.
- Communicate with travel suppliers, airlines, hotels, and other partners to negotiate rates and resolve issues.
- Contribute to the development of strategies to enhance reservation and travel services, streamline processes, and increase efficiency.
- Stay updated on industry trends, new technologies, and best practices to recommend and implement improvements.
- Ensure adherence to travel regulations, industry standards, and company policies.
- Conduct regular audits of reservations and travel arrangements to ensure accuracy and high service standards.
- Develop and implement contingency plans for handling travel disruptions, cancellations, or emergencies affecting reservations.
Reservations Ticketing Officer
Egypt Air line
KAMPALA, UGANDA
01.2008 - 12.2018
- Processed ticket reservations for passengers, ensuring accuracy and compliance with relevant regulations.
- Provided customer service to travelers by answering inquiries regarding flight schedules, fares and seat availability.
- Verified ticket information for accuracy in accordance with airline rules and regulations.
- Assisted customers in making changes to existing reservations or canceling tickets.
- Maintained records of all transactions made at the ticket counter.
- Issued tickets manually and electronically using the appropriate software systems.
- Explained travel policies and procedures to customers in a clear and concise manner.
- Resolved customer complaints regarding fare discrepancies or other issues related to their reservation.
- Performed daily reconciliation of cash received from passengers at the ticket counter.
- Created reports detailing passenger data such as names, destinations, times of departure and arrival.
- Informed customers about any special offers or promotions available on flights or accommodations.
- Advised passengers on baggage allowances according to government regulations.
- Monitored the status of flights throughout the day and updated passengers accordingly.
- Responded promptly to emails from customers seeking further information about their bookings.
- Assigned seats based on customer preferences while respecting airline seating policies.
Education
Bachelor of Arts - Tourism
Makerere University
Kampala01-2004
High School Diploma -
Mugwanya Summit College
Kampala11-1999
High School Diploma -
Stella Maria College Nsuube
Nsuube11-1997
Skills
- Communication Skills
- Operations Management
- Leadership skills
- Decision Making
- Critical thinking and problem solving
- Ability to Multitask
- Effective Time Management
- Computer Skills
- Ability to Work Under Pressure
- Ability to Work in a Team
- Microsoft Office
- Customer Service
Languages
LUGANDA
First Language
English
Upper Intermediate (B2)
B2
REFRENCES
Kayondo George William
Manager Accounts
National Social Security Fund
0772849211
Kigonya Paul
Senior Sales Executive
Emirates Group
paul.kigonya@emiratesgroup
Sekiyanda Ivan
Partner at M/S Semwanga Muwazi and Co Advocates
0759700820
Timeline
Supervisor Reservations and Travel Agents
Egypt Air line
01.2019 - Current
Reservations Ticketing Officer
Egypt Air line
01.2008 - 12.2018
Bachelor of Arts - Tourism
Makerere University
High School Diploma -
Mugwanya Summit College
High School Diploma -
Stella Maria College Nsuube
Similar Profiles
Mostafa EmaraMostafa Emara
Flight Dispatcher at Air Arabia EgyptFlight Dispatcher at Air Arabia Egypt
Marwan ELRefayMarwan ELRefay
Procurement Manager at AIR LIQUIDE EGYPTProcurement Manager at AIR LIQUIDE EGYPT
Mohammad EmbabyMohammad Embaby
Senior Procurement Officer at Egypt Air M&E (MRO)Senior Procurement Officer at Egypt Air M&E (MRO)