Neema Bayumi
Dar Es Salaam
Summary
Highly committed, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
Work History
Passenger Service Supervisor
Swissport Tanzania Plc
Dar Es Salaam
12.2012 - 11.2021
- Allocating staffs to jobs on roster basis.
- Managed passenger service agent manpower to ensure adequate staffing on my shift.
- Maintaining documentation pertaining to customer service department activities.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Investigating and solving customer service complaints.
- Collaborated with cross-functional teams to identify areas of improvement and implement effective solutions.
- Developed relationships with key clients, fostering loyalty and repeat business through personalized attention and support.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Provided backup support for passenger service team during peak periods or staff shortages, maintaining seamless continuity of service levels for clients.
- Prepared reports to answers in response to specific problems.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Conducting briefing and debriefing with the team before and after check-in.flights
- Assisting customer service staff with duties where needed.
- Provided boarding and disembarking assistance to passengers needing special assistance.
- Supervising the check-in process and ensuring the correct procedures are followed.
- Dealing with passenger complaints and helping passengers who are facing delays.
Passenger Service Agent
Swissport Tanzania Plc
Dar Es Salaam
01.2007 - 11.2012
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Provide passengers with information about flight schedules, boarding gates and other general travel related queries.
- Assist passengers with special needs, such as unaccompanied minors, passing with disabilities or those requiring special accommodations.
- Work closely with airline staff , security personnel, and other airport departments to ensure smooth operations and timely departures.
- Enhanced customer satisfaction by providing efficient check-in and boarding services.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Maintained accurate records of flight information to provide timely updates to passengers.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Tagged baggage and routed to appropriate location for loading and screening.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Prepared detailed passenger manifests and other reports to meet organizational needs.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Announced flight status updates and information about gate changes over PA system.
Travel Agent Assistant
Sykes Travel Agents
Dar Es Salaam
10.1999 - 03.2003
- Plan and organize travels by booking tickets and accommodation securing rental transportation.
- Inform clients and provide useful travel material (guides, maps, events programs).
- Collect payments and pay fees,
- Suggest suitable travel options that best suite client needs.
- Maintaining client information and financial records.
- Assisted in the coordination of group travel arrangements, ensuring a smooth experience for all participants.
Education
Bachelor Of Business Administration -
College of Business Education (CBE)
Dar Es Salaam11.2016
Diploma Of Business Administration -
College of Business Education (CBE)
Dar Es Salaam 11.2008
Microcomputer Applications
University of Dar Es Salaam Computing Centre (UCC)
Dar Es Salaam 06.2005
Diploma In Tours And Travel Operations -
City Institute of Professional Studies
Nairobi -Kenya12.1998
O Level
Moshi Secondary School
Kilimanjaro 10.1996
Skills
- Effective communication
- Documentation Skills
- Computer Literacy
- Complaint Handling
- Attention to Details
- Decision Making
- Customer service
- KPI’s
- SLA
REFEREES;
- Tunu Alice Munthali
Coordination Manager TASAF Tanzania
- Deogratius Haule- Compliance and Quality Manager - Swissport Tanzania PLc, Moblie no
Timeline
Passenger Service Supervisor
Swissport Tanzania Plc
12.2012 - 11.2021
Passenger Service Agent
Swissport Tanzania Plc
01.2007 - 11.2012
Travel Agent Assistant
Sykes Travel Agents
10.1999 - 03.2003
Bachelor Of Business Administration -
College of Business Education (CBE)
Diploma Of Business Administration -
College of Business Education (CBE)
Microcomputer Applications
University of Dar Es Salaam Computing Centre (UCC)
Diploma In Tours And Travel Operations -
City Institute of Professional Studies
O Level
Moshi Secondary School