EMMA MUGAMBI
CUSTOMER SERVICE PROFESSIONAL
Copperas Cove
Summary
Professional in aviation with strong background in managing in-flight services and ensuring passenger satisfaction. Proven ability to lead and collaborate with crew members, adapting seamlessly to changing needs while maintaining high standards. Skilled in safety protocols, customer service, and conflict resolution, consistently delivering results that enhance passenger experience and operational efficiency. Known for reliability and effective communication.
Overview
15
15
years of professional experience
Work History
Cabin Crew Manager/Purser
Etihad Airways
Abu Dhabi
06.2015 - 07.2022
- Managed teams of 9-22 cabin crew. Overseeing smooth running of the flight in all stages. In charge of all flight duties across all cabins from the residence, first, business and economy Class.
- In charge of all aspects of safety and well-being of guests and crew, monitored team performance, first point of contact with the pilot in command, ensuring smooth communication, reporting all incidences onboard including safety, medical cases.
- Conducted briefings and de briefs at any stage of the flight, delegation of duties and positions for all crew members, conducted appraisals, provided training and coaching.
- Attended to all customer concerns and complains, analyzed, solved and found solutions, submitted well documented reports.
- Created an environment that builds teamwork to deliver best experience for the customers through motivation, recognition, acknowledging star performers among team members, leading teams by example, participated in various inflight duties.
- In charge of grooming standards for all crew, ensured adherence to all company rules and regulations including standard operating procedures.
Cabin Crew Senior
Etihad Airways
Abu Dhabi
06.2013 - 06.2015
- Reported to Purser. Deputy in charge of the flight in the absence of the purser.
- In charge of Economy class cabin and onboard services, conducted duty free sales.
- Kept constant communication to the purser on all aspects of cabin safety, services, guest care, crew performance. Assisted purser in completing and submitting all required documentation.
Flight Attendant
Etihad Airways
Abu Dhabi
08.2007 - 04.2011
- Provided excellent personalized inflight services in premium cabins including first, business class. promptly attend to all guest requests. Ensured smooth and seemless journey.
- Ensured utmost comfort and safety for all passengers from boarding to disembarkation in line with company regulations. Handled medical concerns and other safety related emergencies.
- Reported all issues, concerns and incidents to the purser or senior crew member.
Education
Certificates - Aviation Health and First Aid, Safety and Security and Service Trainings
Etihad Airways Training Academy
Abu Dhabi01.2022
Certificate - Air Travel
Related Studies Centre Kenya
Kenya01.2006
Skills
- MS Outlook, MS Excel, MS PowerPoint, MS Word
- Company CRM (iKnow)
- Tempus IC and AED Trained
- Committed and punctual
- Reliable, flexible and adaptable
- Great interpersonal skills, empathy, supportive and patient
- Integrity and honesty and taking responsibility
- Organized, pays attention to details and a strong team player
- Ability to work unsupervised under pressure, meet targets and deadlines
- Time management, Performance management skills, giving constructive feedback
- Strong team leading skills, decision making, delegation of duties, conflict resolution, analytical and problem solving skills
- Ability to follow rules, standard operating procedures set by the company
Accomplishments
- Achieved an excellent record of consistent performance, 100% attendance throughout the years and received recognitions.
- Effectively managed team members, guest experience, which reflected on my annual appraisals.
- Progressed within the company to various levels through hard work, dedication and professionalism.
- Selected to participate in company events and promotions. A Grid Girl in the Abudhabi F1 Grand Prix in the year 2012 and 2013.
- Nominated as a top seller. on onboard duty free sales.
Timeline
Cabin Crew Manager/Purser
Etihad Airways
06.2015 - 07.2022
Cabin Crew Senior
Etihad Airways
06.2013 - 06.2015
Flight Attendant
Etihad Airways
08.2007 - 04.2011
Certificate - Air Travel
Related Studies Centre Kenya
Certificates - Aviation Health and First Aid, Safety and Security and Service Trainings
Etihad Airways Training Academy