GEORGINA MURIUKI
Dubai,UAE
Summary
Accomplished Baggage Handling and Operations Professional with expertise in team leadership and airport operations compliance. Achieved operational efficiency through strategic manpower allocation and adherence to safety standards while enhancing customer service and crisis management capabilities. Committed to fostering staff training and development, improving communication, and driving stakeholder engagement.
Overview
17
17
years of professional experience
2010
2010
years of post-secondary education
Work history
Baggage Services Agent
Emirates Group
Dubai
2021.07 - 2026.03
- Supervise daily baggage handling operations, ensuring timely and accurate processing of all baggage through check-in, sorting, and delivery.
- Allocate manpower to optimize staffing levels during peak times and improve operational performance.
- Oversee and coordinate baggage claim handling, resolving customer complaints and ensuring quick resolutions for lost, damaged, or delayed baggage.
- Generate and upload detailed operational reports (ULD handovers, duty officer reports) to SharePoint, ensuring data accuracy and accessibility.
- Monitor compliance with safety and regulatory standards, ensuring staff adhere to operational and safety protocols at all times.
- Distribute PPE to baggage handling teams, ensuring team members are properly equipped and compliant with safety standards.
- Provide training and mentorship to new team members on baggage handling processes, safety regulations, and customer service skills.
Team Leader, Baggage Services
Emirates Group
Dubai
2017.09 - 2020.09
- Ensured proper baggage handling and transfer, processing checked luggage from check-in to dispatch in timely manner and minimised left behind bags by 85%.
- Handled baggage discrepancies, including lost, delayed, or damaged luggage, ensuring quick resolution and customer satisfaction.
- Assisted in sorting and loading/unloading of baggage, ensuring adherence to airline guidelines and safety procedures.
- Liaised with airport security and ground staff to ensure safe transportation of baggage, while maintaining compliance with security regulations.
- Performed quality checks on baggage, ensuring it met airline specifications and that no baggage was misdirected.
- Assisted in daily shift handovers, providing clear, concise reports to ensure smooth operations during shift transitions.
Baggage Services Agent
Emirates Group
Dubai
2015.11 - 2017.08
- Coordinated baggage movement between check-in counters and aircraft, ensuring accurate and timely processing.
- Resolved mishandling issues and assisted passengers with baggage claims.
- Worked with ground staff to address operational issues and minimised instances of baggage getting damaged while loading by 95%, maintained accurate records, and ensured compliance with safety standards.
- Managed baggage retrieval during peak times and ensured proper delivery to passengers.
Computer Teacher
Gatamaiyu High School
Nyeri
2012.09 - 2015.10
- Developed and implemented comprehensive computer science curriculum.
- Taught students how to use different computer systems and applications and achieved 80% literacy to all students.
- Monitored and evaluate students’ progress, providing feedback and assistance as needed and accomplished getting 65% student to liking subject.
- Assigned and graded assignments and tests.
Prepared students for potential future careers in computer science. - Keep up with developments in field of technology and integrate them into teaching.
- Performed administrative duties such as attendance taking and record keeping.
- Communicated with parents and school administration about student progress.
- Maintained and repaired computer equipment as needed.
Pharmacist
Dave Pharmacy
Kirinyaga
2009.01 - 2009.12
- Review and execute physician’s prescriptions checking their appropriateness and legality
- Organized pharmacy in efficient manner to make identification of products easier and faster and increased sales by 10%.
- Maintained full control over delivering, stocking and labelling medicine and other products and monitor their condition to prevent expiring or deterioration
- Listened carefully to customers to interpret their needs and issues and offer information and advice
- Keep abreast of advancements in medicine by attending conferences and seminars and collaborating with other healthcare professionals
- Comply with all applicable legal rules, regulations and procedures
Education
Diploma - Technical Education
Kenya Technical Teachers College
NairobiDiploma - Information Technology
Nyeri Technical Training Institute
NyeriCertificate - Pharmaceutical Technology
Kabete Technical Training Institute
NairobiSkills
- Baggage Handling & Operations
- Team Leadership & Supervision
- Shift Scheduling & Manpower Allocation
- Airport Operations & Compliance
- Troubleshooting & Problem Resolution
- Safety & Regulatory Standards
- Customer Service Excellence
- Reporting & Documentation (SharePoint)
- Operational Efficiency & Process Optimization
- PPE Distribution & Facilities Management
- Crisis Management & Issue Resolution
- Performance Monitoring & Improvement
- Communication & Stakeholder Engagement
- Staff Training & Development
Language
English 100%
Swahili 100%
Referees
Available Upon Request.
Accomplishments
- Reduced baggage mishandling incidents by 20% through improved training and better coordination with ground and airport staff, enhancing operational efficiency.
- Improved team performance by 25% by implementing more effective shift scheduling and manpower allocation, ensuring optimal resource usage during peak times.
- Enhanced customer satisfaction by 30% by resolving 95% of baggage-related complaints within 24 hours, boosting passenger trust and loyalty.
- Streamlined baggage handling processes, reducing baggage claim times by 15%, ensuring passengers received their luggage quickly and with minimal delays.
- Led the safe handling of over 10,000 pieces of baggage per month, maintaining a high standard of care and reducing baggage-related accidents by 10%.
- Trained and mentored 50+ new staff members, improving operational efficiency and team cohesion, resulting in a smoother baggage handling process and fewer error
Timeline
Baggage Services Agent
Emirates Group
2021.07 - 2026.03
Team Leader, Baggage Services
Emirates Group
2017.09 - 2020.09
Baggage Services Agent
Emirates Group
2015.11 - 2017.08
Computer Teacher
Gatamaiyu High School
2012.09 - 2015.10
Pharmacist
Dave Pharmacy
2009.01 - 2009.12
Diploma - Information Technology
Nyeri Technical Training Institute
Certificate - Pharmaceutical Technology
Kabete Technical Training Institute
Diploma - Technical Education
Kenya Technical Teachers College