LUCY SARAH ISMAL
Dar es Salaam
Summary
Dynamic Airline Country Manager with a proven track record at Uganda National Airlines, excelling in customer relationship management and sales strategy development. Successfully streamlined operations, enhancing client loyalty and driving significant sales growth. Adept at market trend analysis and fostering teamwork, ensuring compliance and operational excellence in a competitive environment.
Overview
24
24
years of professional experience
Work History
Airline Country Manager
Uganda National Airlines Company Ltd
Dar Es Salaam / Zanzibar & Kilimanjaro, Tanzania
04.2025 - Current
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Established relationships with local stakeholders such as government officials, industry associations and media outlets.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Supported sales team members to drive growth and development.
- Streamlined communication channels, improving information flow and decision-making speed.
- Leading a team of 16 employees, ensuring high productivity, and excellent customer service.
- Monitored performance of teams and supervised daily employee activities.
- Directed and coordinated products, services and sales activities.
- Monitored competitor activities, identified opportunities for growth and developed plans to capitalize on them.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Founder
Beginner's Foundation Center
05.2016 - Current
- Founder of the center – set up, administrator and operator of the Day-care center Managing 10 staff with the capacity to educate 50 children per annum
Airline Country Manager
Uganda National Airlines Company Ltd
Nairobi & Mombasa, Kenya
05.2024 - 03.2025
- Streamlined operational processes, ensuring compliance with regulatory standards and practices.
- Identified and resolved complex customer issues, maintaining a positive company image and client trust.
- Managed relationships with key clients, resulting in increased loyalty and contract renewals.
- Developed and executed company sales plan for international markets, meeting target average sales cycle.
- Optimized sales methods to best acquire, develop and retain customers.
- Analyzed market trends and customer feedback to identify new sales opportunities and products Enhancements, closely monitoring competitor activities to consistently meet customer needs.
- Leveraged CRM data to send targeted emails designed to increase sales, using social media platforms.
- Negotiated high-value contracts with suppliers and partners, securing favorable terms.
- Provided customer segmentation analysis for territory to inform sales plan.
- Managed crisis situations, minimizing impact on operations and maintaining stakeholder confidence.
- Overseeing 15 staff in Kenya both Commercial and Operations
Airline Country Manager
Uganda National Airlines Company Ltd
Dar es Salaam
09.2019 - 05.2024
- Identified and resolved complex customer issues, maintaining a positive company image and client trust.
- Streamlined operational processes, ensuring compliance with regulatory standards and practices.
- Managed relationships with key clients, resulting in increased loyalty and contract renewals.
- Facilitated cross-functional team meetings to discuss progress, challenges, and strategies for continuous Improvement - managed with a team of 15 commercial and operational staff in TZ.
- Analyzed market trends and customer feedback to identify new sales opportunities and products enhancements.
- Collaborated successfully with key internal stakeholders and departments to gain necessary support to optimize sales success.
- Leveraged CRM data to send targeted emails designed to increase sales, using social media platforms.
- Oversaw administrative matters.
- Analyzed market trends to identify opportunities for new business development and expansion.
- Set budget and monitored expenses to run a profitable department.
Airline Country Manager
Rwanda Air Express Services
Tanzania
10.2014 - 11.2015
- Set up regular inter-department meetings to open communication.
- Coordinate with airport vendors regarding fueling and catering logistics.
- Issue of travel and hotel vouchers for passengers on overbooked and canceled flights.
- Enforce safety and security measures and protect sensitive zones.
- Developed and implemented improved customer service protocols to increase satisfaction.
- Revamped training procedures to improve performance and reservation and ticketing services.
- Initiated a mentoring program with senior and new staff to increase understanding.
- Completed spot inspections of aircraft and staff performance and recommended changes, managed 16 staff.
- Experience of territorial marketing, account management and client relations and retention.
- Communicating new products to potential clients via social media e.g. new routes (MWZ).
- Proven ability to maximize sales opportunities by creating professional sales script and building rapport with potential new and existing customers.
Airline Country Manager
Air Uganda Airlines dba Meridiana Africa Airlines (U) Ltd
Tanzania
04.2013 - 06.2014
- Advocate the importance of operational efficiency across the organization as a means of advancing business growth in key areas such as customer base, transactions and improved customer experience.
- Identify opportunities for operational process improvements of new routes.
- Ensure quality control of internal code change activities impacting daily operations.
- Effectively communicate the daily operations performance and statistics using existing monitoring tools.
- Identify any use of new technology.
- Perform effective business case analysis and present results to senior management.
- Served as key internal contact point communicating operations' effectiveness.
- Built relationships to ensure organizational readiness to meet changing industry demands as it relates to our overall operational excellence.
- Assisted in the development a high-quality Transportation Operations team through personnel hiring decisions and mentoring.
- Identified strategic and forward-thinking projects to increase/enhance competitive strength using industry leading technology.
- Supervised scheduling of employees and managing workgroup assignments.
- Represented the company at trade fairs and exhibitions.
- Increased sales in my department from 3 flights in Sept 2010 to 14 flights in Jan 2014 (5 flights by Aug 2012/ 7 flights by Apr 2013 / 9 flights by Sep 2013 and 14 flights by Jan 2014).
- Researching the market for related products.
- Involved in the recording and administration of sales by forwarding reports and copies to the sales office.
- Provided customers with competitive quotations, Willing to accept responsibility and be accountable.
- Created a regional sales reporting and performance monitoring system.
- Monitoring and reviewing the performance of sales teams, to ensure targets are met.
- Responsible for monitoring sales levels and patterns on a weekly and monthly basis to identify and predict any potential problems.
Airline Acting Country Manager
Air Uganda Airlines dba Meridiana Africa Airlines (U) Ltd
Tanzania
08.2012 - 03.2013
- Cultivated high-value clientele and secured repeat business with over 60% of customers.
- Maintained the privacy of all customers and ensured attendants did the same.
- Provided in-flight amenities such as entertainment, food and beverages.
- Oversaw the daily ramp operations and provided leadership to all supervisors and front-line staffing.
- Worked with corporate management to maximize operational performance in areas of on-time performance, staffing, training and safety.
- Maintained a high level of customer service.
- Involved in managing office relocation from closed in mall to more visible mall.
- Involved in developing a new sales incentive scheme Travel Trade Agencies that was adopted across the company (Commission based incentives).
- Responsible for forecasting market trends.
- Involved in the training of new sales staff in customer service procedures.
Sales and Reservation Agent
Air Uganda
09.2010 - 08.2012
- Handling sales reports, refunds and the daily sales batch, delivering reports.
- Answering customer inquiries, travel arrangements, and advising.
- Dealing/handling walk-in/ corporate and travel agents – making reservations, confirmations etc.
- Assist in planning a client's itinerary for domestic and regional travel.
- Handling telephone/emails and quoting fares to the clients.
- Management of daily branch office operations (DAR Station).
Area Coordinator Contact Centre
Precision Air
Dar es Salaam
08.2008 - 08.2010
- Diplomatically being able to resolve customers' complaints on/as needed basis.
- Overseeing the functions of the contact center, delivering reports/records on sales/services provided.
- Ability to follow instructions and make decisions, productive and efficient work habits without supervision.
- Motivated and supervised 8 staff, delegated responsibilities to staff to meet company's expectations.
Indoor Sales Supervisor
11.2007 - 01.2008
- Handling sales reports, refunds and the daily sales batch.
- Supervision of 4 staff and overall duties and maintain positive relationships to internal/external clients, by working with a cooperative spirit ensuring success of the company.
- Responsible for providing legendary customer service, by determining and recommending what best satisfies the client's needs.
- Working in a restrictive environment with extended periods of time, answering calls with proper procedures and high-performance standards.
- Utilizing the computerized reservations system on bookings and flight schedules.
- Attends ongoing training (classroom/on job), to keep current and proficient knowledge on information, and equipment that is pertinent to job.
- Trained and supervised sales control operators.
Sales / Reservation and Ticketing Agent
01.2006 - 12.2006
- Answering customer inquiries, travel arrangements, and advice.
- Dealing/handling walk-in / corporate and travel agents – making reservations, confirmations etc.
- Assist in planning a client's itinerary for domestic and regional travel.
- Handling telephone/emails and quoting fares to the clients.
Founder & Partner
Kinderlea Childhood Learning Centre
09.2001 - 12.2001
- Founder of KCLC (Kinderlea childhood learning Centre).
- Managed all administrative duties – directed recruitment and retention of staff/sub-staff.
- Counseled students and work-related goals and objectives.
Education
Certificate of Higher Education - Airline Marketing, Dissertation in Management, Airline Management, Coursework Online
Embry-Riddle Aeronautical University
USA01.2023
Diploma - UFTAA/IATA Travel and Tourism, Stepping into Management
IATA
Montreal09.2009
Diploma - UFTAA/IATA Travel and Tourism, Sales/Ticketing and Reservations Agent
UPEO Learning Centre
Dar09.2008
Dip - ABE – Association of Business Executives (UK), Business Administration
FTC College
Dar-es-Salaam01.2005
Diploma - Hotel and Tourism Management, Front Office Operations and Management
Top Seed Institute
Dar-es-Salaam01.2000
Diploma - Nursery Foundation Course, Early Childhood Education
London Montessori Centre
11.1990
Certificate - Vocational Training Centre, Hotel Services and Catering
Y.M.C.A
Kilimanjaro11.1986
Certificate - Secondary Education
Kibosho Girls High School
Kilimanjaro11.1983
Skills
- Customer relationship management
- Time management
- Market trend analysis
- Sales records management
- Teamwork and collaboration
- Regulatory compliance
- Sales strategy development
- Contract negotiation
Training
- Frequent Flier Program, 03/01/10
- Dealing with Customers by Phone, 03/01/10
- Customer Care Training, 02/01/10
- Culture and Teamwork, 02/01/09
- Familiarization Training Program, 01/01/08
- Staff Motivation and Team Building, 01/01/07
- Dealing with Customers by Phone, 01/01/07
- Airline Marketing, 01/01/07
- Fare and Ticketing, 01/01/06
Volunteer Experience
Assisting with Sunday school classes, supporting a children's home in the outskirts of the city.
References
- Mr. Phil Mwakitawa, Managing Director, Air Promotion Group (APG), Westlands Square, Ring Road, Westlands Mall, Kenya, +254 717 788 892, kenya@apg-ga.com
- Mr. Cornwell Muleya, Industrial Development Corporation (IDC), P.O Box 37232, Lusaka, Zambia, +260979380245, cornwellmuleya@gmail.com
Languages
- English, Fluent
- Kiswahili, Proficient
Languages
English
First Language
English
Upper Intermediate (B2)
B2
Kiswahili
Intermediate (B1)
B1
Timeline
Airline Country Manager
Uganda National Airlines Company Ltd
04.2025 - Current
Airline Country Manager
Uganda National Airlines Company Ltd
05.2024 - 03.2025
Airline Country Manager
Uganda National Airlines Company Ltd
09.2019 - 05.2024
Founder
Beginner's Foundation Center
05.2016 - Current
Airline Country Manager
Rwanda Air Express Services
10.2014 - 11.2015
Airline Country Manager
Air Uganda Airlines dba Meridiana Africa Airlines (U) Ltd
04.2013 - 06.2014
Airline Acting Country Manager
Air Uganda Airlines dba Meridiana Africa Airlines (U) Ltd
08.2012 - 03.2013
Sales and Reservation Agent
Air Uganda
09.2010 - 08.2012
Area Coordinator Contact Centre
Precision Air
08.2008 - 08.2010
Indoor Sales Supervisor
11.2007 - 01.2008
Sales / Reservation and Ticketing Agent
01.2006 - 12.2006
Founder & Partner
Kinderlea Childhood Learning Centre
09.2001 - 12.2001
Certificate of Higher Education - Airline Marketing, Dissertation in Management, Airline Management, Coursework Online
Embry-Riddle Aeronautical University
Diploma - UFTAA/IATA Travel and Tourism, Stepping into Management
IATA
Diploma - UFTAA/IATA Travel and Tourism, Sales/Ticketing and Reservations Agent
UPEO Learning Centre
Dip - ABE – Association of Business Executives (UK), Business Administration
FTC College
Diploma - Hotel and Tourism Management, Front Office Operations and Management
Top Seed Institute
Diploma - Nursery Foundation Course, Early Childhood Education
London Montessori Centre
Certificate - Vocational Training Centre, Hotel Services and Catering
Y.M.C.A
Certificate - Secondary Education
Kibosho Girls High School
Similar Profiles
Moses OjanMoses Ojan
Engineering Stores Officer at Uganda National Airlines Company (Uganda Airlines)Engineering Stores Officer at Uganda National Airlines Company (Uganda Airlines)
Moses OjanMoses Ojan
Enginerring Stores Officer at Uganda National Airlines Company LimitedEnginerring Stores Officer at Uganda National Airlines Company Limited
ALLEN NANDUJJAALLEN NANDUJJA
Cabin Crew at Uganda National Airlines Company LimitedCabin Crew at Uganda National Airlines Company Limited
Angela MbunaAngela Mbuna
Restaurant waiter at Four Recipes RestaurantRestaurant waiter at Four Recipes Restaurant
NATALY TONANATALY TONA
Grade 3 teacher at Sakana Primary schoolGrade 3 teacher at Sakana Primary school