MASIGE MASHAURI
DAR ES SALAAM
Summary
Customer-focused professional with over 2 years of experience in facilitating airline ground operations at regional and international airports. Accomplished in enhancing airline operations through process improvement, History of success in de-escalating customer issues, enhancing customer experiences and satisfaction, and uniting teams to deliver exceptional service. Looking to take next career step in customer service and leadership with a private chartered flight company committed to elevating customer travel experiences.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
SWISSPORT PLC
DAR ES SALAAM
01.2022 - Current
- Coordinate with supervisor to determine staffing needs for gate and ground operations, including ticket counters and baggage services.
- Address and resolve escalated customer concerns, and assist agents in resolving complex issues.
- Communicate changes in company rules and procedures, and mentor staff to improve performance and efficiency.
- Secure gates by communicating with aircraft and relaying messages to ramp and ticket counter.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
High School Diploma -
NATIONAL COLLEGE OF TOURISM
DAR ES SALAAMNo Degree - ADVANCED CERTIFICATE
TUSIIME SECONDARY SCHOOL
DAR ES SALAAMSkills
- Operations management
- Customer service
- Conflict resolution and de-escalation
- Process improvement
Team leadership
- Responding to Difficult Customers
- Report Preparation
TRAVELLING
I
Languages
Swahili
Native language
English
Proficient
C2
French
Elementary
A2
Timeline
Customer Service Representative
SWISSPORT PLC
01.2022 - Current
High School Diploma -
NATIONAL COLLEGE OF TOURISM
No Degree - ADVANCED CERTIFICATE
TUSIIME SECONDARY SCHOOL