Sheila Maina

• Managed passenger boarding process, maintaining orderliness and timeliness during busy periods. E.g Boarding process takes approximately 7minutes depending on clearance from crew (excluding Special request passengers )
• Kept up to date on flight schedules to provide accurate information for travelers seeking assistance.
• Developed and maintained courteous and effective working relationships.
• Learned and adapted quickly to new technology and software applications.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Worked well in a team setting, providing support and guidance.
• Reviewed and updated customer information to maintain up-to-date records for high-quality service.
• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

• Kept up to date on flight schedules to provide accurate information for travelers seeking assistance. I.e whenever there is planned or unplanned cancellations including delays.
• Educated passengers on safety protocols throughout their journey, enabling them to feel secure during the flight.
• Collaborated with team members to achieve high levels of performance in demanding situations.
• Expedited lost luggage retrieval by coordinating efforts between ground crew and airline staff effectively.
• Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.

Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience. e.g. provided special treatment which involved privacy and early boarding approximately 10 minutes prior general boarding.

• Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Worked flexible hours across night, weekend, and holiday shifts.
• Passionate about learning and committed to continual improvement.
• Demonstrated respect, friendliness and willingness to help wherever needed.