Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Timeline
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VIOLET NABUKALU

PASSENGER SERVICES AGENT
Entebbe

Summary

Dynamic professional with extensive experience at ENHAS/MENZIES AVIATION, excelling in customer service management and effective communication. Demonstrated adaptability and flexibility, enhancing passenger satisfaction and operational efficiency. Achieved notable improvements in boarding processes and safety compliance and a good team player.

Overview

19
19
years of professional experience
3
3
years of post-secondary education

Work History

PASSENGER SERVICES AGENT

ENHAS/MENZIES AVIATION
ENTEBBE
03.2008 - Current
  • 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.
  • Resolved passenger issues with empathetic communication and effective problem-solving techniques.
  • Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
  • Safeguarded sensitive passenger information by maintaining strict confidentiality standards at all times.
  • Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
  • Provided exceptional customer service to passengers, addressing concerns and resolving issues.
  • Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
  • Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
  • Aided passengers in locating lost luggage by effectively liaising with baggage claim representatives and other airline staff members.
  • Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
  • Announced flight status updates and information about gate changes over PA system.
  • Prepared detailed passenger manifests and other reports to meet organizational needs.
  • Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Managed queues giving priority to business class passengers, platinum, gold and silver card holders, passengers needing special assistance and passengers travelling with young children.
  • Manage all incoming calls and emails and answer passenger inquires

CABIN CLEANER

ENHAS/MENZIES AVIATION
ENTEBBE, Wakiso District
10.2005 - 03.2008
  • Demonstrated strong time management skills to complete tasks promptly without compromising quality.
  • Proactively identified potential hazards or maintenance issues within the cabin, reporting them promptly for repair or replacement as needed.
  • Assisted in meeting tight flight schedules by working effectively within a team of fellow cabin cleaners.
  • Collaborated with crew members to ensure all passenger needs were met before, during, and after flights.
  • Reduced the risk of illnesses for passengers by thoroughly disinfecting high-touch surfaces.
  • Supported airline safety standards with meticulous attention to detail during cabin inspections.
  • Complied with all safety regulations while handling hazardous materials or working in challenging environments such as confined spaces and heights within aircraft cabins.
  • Contributed to overall operational efficiency by adhering to strict deadlines and turnaround times.
  • Safeguarded passengers'' health with thorough cleaning of lavatories, galleys, seatback pockets, tray tables, overhead bins, and floors.
  • Kept inventory levels well-stocked for essential items such as toiletries, blankets, pillows, and headphones, ensuring a comfortable experience for all passengers.
  • Prevented cross-contamination between international flights by using proper chemicals and equipment as per sanitation guidelines.

Education

Bachelor of Arts - Arts

MAKERERE UNIVERSITY
KAMPALA
09.1999 - 10.2002

Skills

Customer service

Accomplishments

  • Supervised team of 08 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

PASSENGER SERVICES AGENT

ENHAS/MENZIES AVIATION
03.2008 - Current

CABIN CLEANER

ENHAS/MENZIES AVIATION
10.2005 - 03.2008

Bachelor of Arts - Arts

MAKERERE UNIVERSITY
09.1999 - 10.2002

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VIOLET NABUKALUPASSENGER SERVICES AGENT