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
Boarding gate procedures
Check-in procedures
Public announcements
Emergency procedures
Documentation verification
Adaptability and flexibility
Time management
Team collaboration
Effective communication
Reliability
Phone etiquette
Interpersonal skills
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