Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Career Overview
Languages
Timeline
AssistantManager
Paul Wambui

Paul Wambui

Customer Experience Ambassador
Seattle,Washington

Summary

I am interested in joining a challenging environment wherein my extensive years of experience and knowledge in this field will be optimized. Long term goal is to reach a level that will further my growth which may factor in the firm's advancement.

Overview

16
16
years of professional experience
1
1

High school

1
1

Hotel management

1
1

Atlantis The Palm, Dubai pre opening team member

1
1

First aid and cpr

1
1

Food and beverage

1
1

Hair dressing and beauty

1
1

Food handler Washington state

1
1

Home Care aid Washington

Work History

Customer Service Representative

American Airlines
11.2021 - 09.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Senior Customer Service Agent

Qatar Airways
05.2019 - 06.2020
  • Smiling and greeting passengers as per time of the day
  • Proper document check
  • Check in and accept the right passenger to the right destination
  • Prevent airline losses using awareness, attention to detail and integrity
  • Train all new employees (voluntarily)
  • Assist customers throughout the airport
  • Meet Arriving aircraft and Departing aircraft by operating the jet bridge according to aircraft type.

Flight Attendant

Qatar Airways
05.2014 - 05.2019



*Pre-Flight Duties:*


1. Attend pre-flight briefings to review flight details, weather conditions, and safety procedures.

2. Conduct safety checks on emergency equipment, seats, and cabin systems.

3. Restock supplies, such as snacks, beverages, and amenities.


*In-Flight Duties:*


1. Greet passengers, assist with boarding, and ensure seatbelts are secured.

2. Conduct safety demonstrations and ensure passengers understand emergency procedures.

3. Serve meals, snacks, and beverages.

4. Handle emergency situations, such as medical emergencies or turbulence.

5. Provide first aid and administer oxygen when needed.

6. Maintain cabin cleanliness and organization.

7. Assist passengers with special needs or requirements.


*Safety and Security Responsibilities:*


1. Ensure cabin doors are secure and monitor exit rows.

2. Conduct regular safety checks and report any issues.

3. Respond to emergency situations, such as fires or decompression.

4. Operate emergency equipment, such as fire extinguishers and oxygen masks.


*Customer Service Responsibilities:*


1. Provide excellent customer service and resolve passenger complaints.

2. Assist with seating, baggage, and travel documentation.

3. Offer information on flight schedules, connections, and travel arrangements.

4. Handle passenger conflicts or disruptions.


*Post-Flight Duties:*


1. Ensure cabin is secure and clean before landing.

2. Complete post-flight reports and document any incidents.

3. Restock supplies and prepare cabin for next flight.


*Additional Responsibilities:*


1. Maintain knowledge of airline policies, procedures, and regulations.

2. Attend recurrent training sessions to stay updated on safety procedures.

3. Collaborate with cockpit crew to ensure safe flight operations.

4. Participate in emergency evacuation procedure.

Level Lounge In-charge

Melia Hotels International
01.2011 - 04.2014
  • Meet and greet the guests with a smile
  • Satisfying guests needs and requests
  • Serve French food and beverages to guests & serve speciality dishes at tables as required
  • Make sure that the service is done as per the set standard
  • Checking with the guests to ensure they are enjoying their meals & take action

Food and Beverage Attendant

The Address Downtown
01.2011 - 12.2012
  • Cleared area, cleaned and wiped tables and chairs to remove residue and comply with hygiene standards.
  • Greeted and seated guests to provide friendly and welcoming experience.
  • Maintained clean and organized dining areas for an enjoyable guest experience.

Food & Beverage attendant

Atlantis The Palm
09.2008 - 11.2010
  • Meet and greet the guests with a smile
  • Satisfying guests needs and requests
  • Serve food and beverages to guests & serve speciality dishes at tables as required
  • Make sure that the service is done as per the set standard
  • Checking with the guests to ensure they are enjoying their meals & take action to correct any problems
  • Suggesting menu items correctly & making recommendations upon request

Education

Certificate - Food & Beverage

Harpers Hospitality Management
Nairobi, Nairobi
01.2008

Diploma - Cosmetology

L'oreal Hair and Beauty college
Nairobi, Nairobi
01.2006

Certificate - Education

Laikipia High School
Nyahururu, Central
01.2004

Skills

  • Cash handling
  • Professional and friendly
  • Careful and active listener
  • Multi-tasking

Certification

  • Harpers Hospitality Management
  • Loreal Hair and beauty
  • Kenya Certificate of Secondary Education
  • Customer Service Professional Certificate
  • Passenger service Certificate
  • Computer certificate Gebcons College

Accomplishments

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts., Greeted customers upon entrance and handled all cash and credit transactions., Assist customers over the phone regarding store operations, product, promotions and orders.

Career Overview

I am interested in joining a challenging environment wherein my extensive years of experience and knowledge in this field will be optimized. Long term goal is to reach a level that will further my growth which may factor in the firm's advancement.

Languages

English
Full Professional
Swahili
Native or Bilingual
Kikuyu
Native or Bilingual

Timeline

Customer Service Representative

American Airlines
11.2021 - 09.2024

Senior Customer Service Agent

Qatar Airways
05.2019 - 06.2020

Flight Attendant

Qatar Airways
05.2014 - 05.2019

Food and Beverage Attendant

The Address Downtown
01.2011 - 12.2012

Level Lounge In-charge

Melia Hotels International
01.2011 - 04.2014

Food & Beverage attendant

Atlantis The Palm
09.2008 - 11.2010

Certificate - Food & Beverage

Harpers Hospitality Management

Diploma - Cosmetology

L'oreal Hair and Beauty college

Certificate - Education

Laikipia High School
Paul WambuiCustomer Experience Ambassador