Paul Rivers MUGGA
Entebbe
Summary
As a proactive, self-motivated professional with 9 years experience in refugee airport operations and a background of 11 years work experience in airline aviation and airport operations, I have developed a reliable background of working both as a team and independently to achieve organization results, as well as being creative, accountable and innovative.
Working in a diverse social atmosphere has given me experience in diversity, inclusion in refugee resettlement and emergency management and beneficiary/customer satisfaction with capacity to learn and apply new skills which all drives to contribute to team success.
I combine patience, determination, and persistence to troubleshoot issues and a consistent record of forging strong working relationships.
Overview
31
31
years of professional experience
1
1
Certification
Work History
INTERNATIONAL ESCORT DUTY TRAVEL
International Organization for Migration (IOM)
05.2024
- Chartered flight – as operational escort to Canada-Edmonton.
- Normal commercial flight – as operational escort for 41 beneficiaries to Netherlands-Amsterdam on 21st May 2018.
- Normal commercial flight – as operational escort for a young child to United States of America on 21st July 2022.
- Normal commercial flight – as operational escort for a disabled adult to United States of America on 11th May 2023.
OPERATIONS ASSISTANT
International Organization for Migration (IOM)
08.2016 - Current
- Generating weekly Purchase Requests (PR) for contracted service providers, Service Order Requests (SOR) and invoice processing within the Invoice Submission Tool (IST)/Wave.
- Preparing service provider monthly cost summaries for input into the Document Routing System (DRS) for reference in invoicing.
- Collecting beneficiary feedback forms to identify our strengths and areas that need improvement in line with the Mainstreaming Accountability to Affected Populations (MAAP) requirements.
- Monitoring and forecasting beneficiary movement numbers in MiMOSA for better planning at airport with colleagues and stake holders for a smooth handling of departure procedures.
- Undertaking field support activities at airport and transit center.
- Perform airport services, such as providing custodial care of travel documentation, document and facial verification, including exit permit verification, visas, air tickets and other items in beneficiary travel bag; assisting with check-in, departure and arrival airport formalities, immigration procedures, ensuring individuals with special needs or equipment receive appropriate support.
- Provide interpretation services for individuals at the airport.
- Provide regular feedback on work being accomplished to the Senior Operations Assistant and/or supervisors and team members and keep supervisors immediately informed of any issues requiring their attention.
- Maintain and ensure the confidentiality and integrity of all relevant paperwork in line with standards of conduct and data protection rules.
- Ensure adequate protection of beneficiaries whether vulnerable or not during transfer from transit center and at the airport.
Support to United States Refugee Admissions Program (USRAP) Medical Mission
International Organization for Migration (IOM)
03.2022 - 04.2022
- Assisting the team leader and interpreters in logistical support.
- Escorting applicants convoy daily from Kyangwali refugee camp to Hoima Health Centre III for medicals (to and from the medical facility).
- Briefing of applicants on the general expectations/purpose of the exercise prior to medical team briefings.
- Assistance in organization for breakfast and lunch for the applicants.
- Assistance in organizing for contact and location of any potential applicants for further medicals.
- Identifying any potential applicant(s) with immediate medical concerns for the attention of the medical team on arrival at the medical facility.
- Performed various local escort duties up-country for the transfer of beneficiaries from refugee camps to Kampala for processing.
ACTING TEAM LEADER – AIRPORT
International Organization for Migration (IOM)
09.2021 - 01.2022
- Prepared weekly staff duty roster.
- Ensured proper adherence to Standard Operating Procedures (SOPs) in various areas of operation at airport.
- Followed up on service provider invoices, agreements, and cohesion with contracts.
- Maintained and ensured confidentiality and integrity of all relevant paperwork in line with standards of conduct and data protection rules.
- Followed up with the team on all staff in-person and online training.
- Provided regular feedback on work being accomplished to the Senior Operations Assistant and/or supervisors and team members and kept supervisors informed of any issues requiring their attention.
- Kept record and track of Assisted Voluntary Return and Reintegration (AVRR).
Passenger Handling Supervisor
KLM Royal Dutch Airlines
11.2012 - 07.2016
- Ensured service levels on passenger operations meet the required standards.
- Oversaw the check-in process, i.e. unaccompanied minors, medical cases, groups, special baggage, weapons and ammunition.
- Worked closely with other departments to resolve customer issues and maintaining security checks for concerns of safety.
- Handling of disgruntled passengers before and after flight closure.
- Preparation and filing of Pre/Post flight records/documentation.
- Preparation of Pre-Flight Briefing Sheet.
Ticketing & Reservations Agent
KLM Royal Dutch Airlines
08.2005 - 11.2012
- Prepared Sales reports.
- Tele sales and Direct Sales (air travel ticketing), reservations, and making of travel plans.
- Handled Corporate Sales (Direct Sales and Tele Sales) and offering of competitive fares.
- Filing of records/documentation.
- Reservations for specialized travel for unaccompanied minors, medical cases, staff duty/holiday travel, weaponry and pet travel.
- Training of new airline reservations staff.
Sales Executive
Atlas Travel Centre Limited
09.1994 - 08.2005
- Tele sales and Direct Sales (air travel ticketing) and reservations for walk-in clients.
- Handled Corporate Sales and Government Sales (Direct Sales and Tele Sales).
- Visa processing and consultancy (British visas, United Arab Emirates visas and South African visas).
- Trained new company staff and industrial trainees.
- Handled elderly and very young passengers traveling alone/unaccompanied.
- As a travel agent (at Atlas Travel Centre), I negotiated the largest single order ($45,000) within one deal on one flight.
- Won the individual award for outstanding sales agent on SABENA Airlines (1990).
- Second overall winner of the Civil Aviation Authority Week Competition on 27th November 1995.
- Succeeded in playing a pivotal role together with KLM management in Kampala, Nairobi & Amsterdam for the setting up of a KLM ticketing office at Entebbe airport (2005).
Education
Uganda Certificate of Education (UCE) Ordinary Level -
Kibuli Secondary School
Kampala01.1990
Certificate in Fares and Ticketing – Level 1 (F.A.T. 1) - Calculation of International Air Fares
KLM Business Campus
Netherlands02.2008
IATA/UFTAA Diploma - undefined
Airways Travel and Tours Training Institute
Kampala01.1995
Certificate in Air Travel and Travel Agency Operations - undefined
Airways Travel and Tours Training Institute
Kampala07.1994
Uganda Advanced Certificate of Education (UACE) Advanced Level - undefined
Jinja College
Jinja01.1992
Skills
- Experienced with MS Office applications
- Proficient in Windows 11
- Proficient in Windows 365
- Proficient internet navigation
- Proficient in MiMOSA, Oracle Wave/IST, DRS, and Amadeus/Altea
- Time management
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Excellent communication
- Problem resolution
- Calm under pressure
Accomplishments
- Overall Coordinator-Canada air Charter Operations, 2024-11-27, Coordinated the smooth airport handling of a 4th chartered flight of 357 beneficiaries to Canada with paperwork and supervising duty allocation at transit hotel and airport to a successful operation.
- Initiative of hotel management and staff training, 2024-01-12, Successfully initiated and coordinated (with support of my supervisor) the training of Entebbe Flight Motel management and staff in areas of Ethics and Integrity, Fraud Prevention and Respect for Diversity.
- Fire Training, 2024-02-16, Coordinated with Head of Security IOM for Fire extinguishers training for IOM airport staff together with Entebbe Flight Motel staff and management.
- Documents and Form-Filling Tutor, 2023-03-07, Appointed by the Site Team Leader to perform Documents and Form-Filling tutorials whilst on Short-Term Assignment (STA)-Abu Dhabi CAN-1000 Project.
- Child minder, 2023, Supervised child minder activities with 3 staff for over 60 children whilst on STA.
- In-Charge- Baggage processing and weight verification, 2023, Lead STA teams in baggage processing and weight verification in color parties during my STA assignment.
- Contributor to the Review of Standard Operating Procedures for the RMM MENA HANDBOOK, 2023-04-25, Appointed amongst five IOM staff to review the Resettlement and Movement Management (RMM) Middle East North Africa Standard Operating Procedure Handbook.
- Extension of STA Contract, 2023, Chosen for extension of STA contract to serve on the USRAP side of the refugee office for two extra months.
- Acting Team Leader – Airport Operations, 2021-09-09, 2022-01-14, Acting Team Leader for the airport team, attained many leadership skills in various areas.
Certification
- Children and Migration, 2023-03-01
- Ethics and Conduct Certificate-IOM, 2021-03-01
- UN Gender Training Certificate-IOM, 2016-08-01
- Data Protection Training - IOM, 2021-09-01
- Best Practices in the Prevention of Fraud and Misconduct - IOM, 2023-03-01
- Program Integrity Guidelines Training - IOM, 2021-06-01
- PSEA Training - IOM, 2021-10-01
- Basic AAP Online Training, 2023-02-01
- Certificate in Air Travel and Travel Agency Operations, 1994-07-01
- Certificate of Training in Document Recognition, 2002-01-01
- Service with a Sale Certificate, 2006-07-13
- Best Travel Agent with Increased Sales - SABENA Airlines, 1995-01-01
- Certificate of Training in Document Recognition, 2002-05-01
- Certificate of Training in Assistance Support Services Incorporating Specialized Teams, 2006-09-21
- Competition law compliance - KLM Royal Dutch Airlines (e-learning), 2023-01-01
- Personal Effectiveness Training - KLM, 2011-02-01
- Dangerous Goods training-KLM Royal Dutch Airlines, 2023-01-01
References
- Ms. Sylviah K. LIGARE, Senior Operations Assistant-Airport, 0770-563032, sligare@iom.int
- Mr. FRANK SEMPIJJA KAKOOZA, Deputy Station Manager, KLM Royal Dutch Airlines, 0772-404773 / 0740-002057, Frank.Sempijja@klm.com
- Ms. ISSAK RAHMA, COA Coordinator & Facilitator-Cultural Orientation Unit-CANADA, 0772-195957, rissak@iom.int
Professional Meetings
Attended several periodical workshops on hotel/airline promotions on accommodation and flight deals on tickets., Uganda, Kenya, Dubai, South Africa, 1995
International Exposure
- Study trip to South Africa, Johannesburg, 1996
- Study trip to Kenya, Mombasa, Nairobi, Masai Mara, 1999, 2000, 2002, 2003
- Study trip to United Arab Emirates, Dubai, 2002
- Study trip to Belgium, Brussels, 2004
- Study trip to Netherlands, Amsterdam, 2004
- Study trip to Netherlands, Amsterdam, 2008
Publications
The Bond, Received the Editor's Choice Award for my poem published in Sparkles in The Sand, 1995., Washington DC, United States of America
Languages
English
Swahili
German
Timeline
INTERNATIONAL ESCORT DUTY TRAVEL
International Organization for Migration (IOM)
05.2024
Support to United States Refugee Admissions Program (USRAP) Medical Mission
International Organization for Migration (IOM)
03.2022 - 04.2022
ACTING TEAM LEADER – AIRPORT
International Organization for Migration (IOM)
09.2021 - 01.2022
OPERATIONS ASSISTANT
International Organization for Migration (IOM)
08.2016 - Current
Passenger Handling Supervisor
KLM Royal Dutch Airlines
11.2012 - 07.2016
Ticketing & Reservations Agent
KLM Royal Dutch Airlines
08.2005 - 11.2012
Sales Executive
Atlas Travel Centre Limited
09.1994 - 08.2005
IATA/UFTAA Diploma - undefined
Airways Travel and Tours Training Institute
Certificate in Air Travel and Travel Agency Operations - undefined
Airways Travel and Tours Training Institute
Uganda Advanced Certificate of Education (UACE) Advanced Level - undefined
Jinja College
Uganda Certificate of Education (UCE) Ordinary Level -
Kibuli Secondary School
Certificate in Fares and Ticketing – Level 1 (F.A.T. 1) - Calculation of International Air Fares
KLM Business Campus