Summary
Overview
Work History
Education
Skills
Certification
REFEREES
Timeline
Generic

WILBERFORCE KIGGUNDU

CERTIFIED AIRPORT OPERATOR
ENTEBBE

Summary

Certified Airport Operator, With 2 years of customer service, organizational and operational efficiency experience, dedicated to enhancing passenger experiences. Proven expertise in effective communication, decision making, teamwork, facilitating seamless airline operations and regulations with strong commitment to safety and operational excellence, ensuring compliance with protocols while maintaining high service standards not to say readily leveraging skills and knowledge.

Overview

3
3
years of professional experience
2
2
Certifications
3
3
Languages

Work History

PASSENGER HANDLING AGENT

DAS HANDLING COMPANY
ENTEBBE, Wakiso District
03.2024 - 04.2025
  • Informed passengers of company policies and airline procedures inregards to different airline routes and destinations.
  • De-escalated and resolved customer complaints with punctual, polite and professional service by 90%.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Assisted passengers in navigating the refund and claims process, ensuring timely resolution of issues and optimal outcomes.
  • Enhanced passenger satisfaction by promptly addressing inquiries and providing accurate information on products and services.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the company.
  • Consistently met compliance requirements for the company by promptly completing mandatory continuing education courses and staying current on industry regulations.
  • Conducted regular performance reviews with team members to identify areas for development to an average of 85%.
  • Leveraged CRM software to track client interactions and identify sales opportunities.
  • Increased customer satisfaction with personalized follow-up strategies.
  • Oversaw compliance with regulatory requirements, maintaining company's reputation.
  • Assisted with document verification, check-in and ticketing processes to ensure a seamless customer experience.
  • Upsold additional tickets to passengers, resulting in an 85% increase in average check size.
  • Assited passengers with reservations, ticketing a boarding, resulting in a 95% satisfaction.
  • Allocating and changing seats, meal upgrades and confirmations for passengers.
  • Weighing, tagging, printing boarding passes and business lounge passes.
  • Making PA announcements i.e, check-in counters open, pre boarding call, boarding call, counters closed.
  • Asking security questions whilst checking in passengers to ensure 100% onboard safety and if they packed the baggage themselves.
  • Leading Transit passengers through the right procedures after they land.

Restaurant Waiter

MOWICRIBS HOTEL AND SPA
Entebbe, Wakiso District
01.2022 - 12.2023
  • Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
  • Answered customer's questions, recommended items, and recorded order information.
  • Cultivated warm relationships with regular customers.
  • Maintained clean and organized dining areas for optimal guest experience.
  • Managed multiple tables simultaneously while maintaining high levels of accuracy on order placement and delivery.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Enhanced customer satisfaction by 95% thus providing attentive service and anticipating guest needs.
  • Maintained professional demeanor under pressure while managing challenging situations involving dissatisfied customers.
  • Supported fellow waitstaff through teamwork during busy times, sharing responsibilities as needed.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Promoted restaurant specials and upsold menu items, increasing overall sales revenue.
  • Collaborated with kitchen staff to ensure timely delivery of orders, resulting in positive feedback from guests.
  • Processed cash and credit card transactions accurately, maintaining accountability for all sales revenue generated during shifts.
  • Addressed guest concerns promptly and professionally, fostering a positive dining atmosphere.
  • Developed strong rapport with regular customers, encouraging repeat visits and loyalty to the establishment.
  • Effectively communicated dietary restrictions and allergies to kitchen staff, ensuring accurate meal preparation for guests.
  • Balanced excellent customer service with efficient task completion by multitasking effectively throughout each shift.
  • Utilized time management skills to prioritize tasks effectively during busy shifts, ensuring prompt attention to all guest's needs.
  • Adhered to company guidelines and safety protocols for proper food handling and presentation.
  • Contributed positively to the overall workplace culture through proactive communication, problem-solving, and a commitment to continuous improvement.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Folded napkins and prepared silverware sets to provide adequate supply for host station.
  • Processed orders and sent to kitchen employees for preparation.
  • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Printed dining checks with total due, collected payment and offered receipts to complete transactions.
  • Displayed enthusiasm and promoted excellent service to customers by 80%, successfully increasing referrals, and walk-in business.
  • Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
  • Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
  • Checked guests' identification before serving alcoholic beverages.
  • Increased sales significantly by upselling higher-end products to customers.
  • Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.

Education

Diploma - IATA AIRPORT OPERATIONS

DAS AVIATION SCHOOL
ENTEBBE, SSEBUGWAWO DRIVE
09.2023

Diploma - AIRLINE CUSTOMER SERVICE

UGANDA AVIATION ACADEMY
KAMPALA
01.2022

Certificate - FASHION AND DESIGN

TINER INTERNATIONAL COLLEGE
KAMPALA
01.2018

High School Diploma - O'LEVEL

HOPE SENIOR SECONDARY SCHOOL
WAKISO
11.2016

Skills

Problem-solving

Customer service

Optimistic attitude

Effective communication

Organizational skills

Stress management

Public speaking

Goal-oriented

Teamwork

Decision making

Crew Resource Management

Attention to detail

Quick learner

Multi-tasking

Certification

FIRST AID TRAINING

REFEREES

1.MISS DIANAH NUWATUHEIRE-HEAD OF TRAINING, DAS AVIATION: +256772070585

2. KARAMAJI FRED- HEAD SUPERVISOR OF CHECK-IN AGENTS, DAS HANDLING COMPANY: +256753724770

3. WILLIAM SEBAJWE- DIRECT SUPERVISOR, DAS HANDLING COMPANY: +256701503378

Timeline

PASSENGER HANDLING AGENT

DAS HANDLING COMPANY
03.2024 - 04.2025

FIRST AID TRAINING

09-2023

FIRE FIGHTING AND SAFETY

09-2023

Restaurant Waiter

MOWICRIBS HOTEL AND SPA
01.2022 - 12.2023

Diploma - IATA AIRPORT OPERATIONS

DAS AVIATION SCHOOL

Diploma - AIRLINE CUSTOMER SERVICE

UGANDA AVIATION ACADEMY

Certificate - FASHION AND DESIGN

TINER INTERNATIONAL COLLEGE

High School Diploma - O'LEVEL

HOPE SENIOR SECONDARY SCHOOL

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