Allan Mkebezi
Kasulu
Summary
Seasoned in elevating passenger experiences at the International Organization for Migration (IOM) and Emirates Airlines, I excel in premium customer service and crisis management. Demonstrated leadership in coordinating teams and engaging stakeholders ensures operational excellence. Proficient in MS Office, my approach boosts satisfaction and operational efficiency, with a notable achievement of increasing revenue by 15%.
Overview
10
10
years of professional experience
Work History
Senior Operations Assistant – Main Transit Centre Focal Point
International Organization for Migration (IOM)
Kasulu
07.2024 - Current
- Supervise and coordinate a team of up to eight staff members across multiple field activities, including airport and transit centre operations
- Ensure efficient passenger handling, including check-in, special services, and departure formalities
- Manage transit operations, overseeing meal provisions, transportation, and customer support
- Liaise with government authorities, airport personnel, and stakeholders to facilitate seamless travel processes
- Address passenger concerns promptly, ensuring a positive experience for all individuals, including those with special needs
Operations Assistant – Team Leader
International Organization for Migration (IOM)
Kasulu
07.2023 - 07.2024
- Led a team in handling airport services and transit centre activities
- Provided support for passengers, ensuring travel documentation compliance and assistance with special requirements
- Scheduled and supervised shift rotations for field support staff to enhance operational efficiency
- Assisted in resolving operational disruptions and coordinated with stakeholders to ensure seamless travel for passengers
Operations Assistant
International Organization for Migration (IOM)
Kasulu
07.2021 - 07.2023
- Assisted in airport check-in, security checks, and boarding processes for passengers
- Provided support for passengers requiring special assistance, ensuring their comfort and safety
- Coordinated luggage handling and supervised transportation services
- Managed pre-departure briefings and ensured compliance with aviation and immigration regulations
Senior Airport Service Agent
Emirates Airlines
Dubai
06.2017 - 01.2020
- Delivered exceptional customer service to premium passengers at check-in, lounge, and boarding gates
- Handled passenger inquiries, ensuring efficient problem resolution and maintaining high service standards
- Managed travel arrangements, including seat upgrades and baggage services, to enhance the passenger experience
- Supervised and motivated teams to uphold professional grooming and customer service excellence
Airport Service Agent
Emirates Airlines
Dubai
06.2015 - 01.2017
- Assisted business class passengers with check-in, boarding, and baggage services
- Proactively upsold premium services, increasing revenue by 15%
- Ensured compliance with airline policies and international aviation standards
- Built strong customer relationships, enhancing passenger satisfaction
Education
Bachelor’s Degree - Business Administration
Mzumbe University
Mbeya, Tanzania01.2014
Skills
- Premium customer service and passenger handling
- Strong communication and interpersonal skills
- Airport operations and service management
- Crisis management and problem solving
- Team leadership and staff development
- Stakeholder engagement and coordination
- Proficiency in MS Word, Excel, PowerPoint, and Teams
Timeline
Senior Operations Assistant – Main Transit Centre Focal Point
International Organization for Migration (IOM)
07.2024 - Current
Operations Assistant – Team Leader
International Organization for Migration (IOM)
07.2023 - 07.2024
Operations Assistant
International Organization for Migration (IOM)
07.2021 - 07.2023
Senior Airport Service Agent
Emirates Airlines
06.2017 - 01.2020
Airport Service Agent
Emirates Airlines
06.2015 - 01.2017
Bachelor’s Degree - Business Administration
Mzumbe University
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