Summary
Overview
Work history
Education
Skills
Languages
Hobbies
Timeline
BusinessAnalyst
MATHIAS GALIWANGO

MATHIAS GALIWANGO

DUBAI,UAE

Summary

Dependable travel professional skilled in delivering positive passenger and customer experiences. Committed to first-class safety standards through rigorous checks and preparations. Motivated team player working proactively to provide exceptional service. Engaging hospitality champion, attentive to passenger comfort and safety. Adapts easily to different assignments and guest requirements. Trained in transport procedures and emergency response. Highly motivated with 10 years of customer experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

10
10
years of professional experience

Work history

Inflight Service Manager

Emirates Airlines
Dubai, United Arab Emirates
06.2019 - Current
  • Consistently enhanced customer experience, producing flight reports to address passenger concerns and recommend remedial action.
  • Expertly coordinated and managed teams 25+ Cabin Crew.
  • Promoted from Cabin Crew to Inflight Manager within a 14 months period.
  • Facilitated safe flight operations, performing accurate inspections of cabin service equipment.
  • Effectively liaised with ground staff, achieving 95% on-time departures.
  • Performed detailed, engaging in-flight safety briefings to guarantee passenger and crew health and safety.
  • Performed effective inventory checks on supplies to meet passenger needs.
  • Assisted the training department to establish training programs that continuously improved cabin crew performance.
  • Attended training opportunities to keep up to date knowledge on international and national aviation regulations.
  • Led and supported Cabin Crew during crises, ensuring and procedures were strictly followed.
  • Attended recurrent training sessions to keep up-to-date on the latest aircraft safety procedures.
  • Supervised staff operations throughout flights, spotting ineffective procedures and managing change.
  • Maintained excellent customer satisfaction by managing complaints calmly, professionally and in-line with company policies.
  • Drove consistent commitment to passenger safety and comfort, cooperating with several departments to address cabin related issues and improve technical installations.
  • Meticulously monitored, created and oversaw customer experience, resulting in customer satisfaction rating of 86%.
  • Provided ongoing training and mentorship to Cabin Crew to maintain high service standards.

Cabin Service Director

Qatar Airways
Doha, Qatar
06.2013 - 05.2019
  • Answered passengers' questions and provided solutions to issues when they arose during flights.
  • Reassured passengers during turbulent flights and during unavoidable delays.
  • Updated flight logs, passenger reports and inventory documentation.
  • Distributed supplies such as headphones and blankets to passengers.
  • Organised and stocked inventory of passenger comfort, food and beverage items.
  • Dealt with disruptive passengers according to national and company requirements.
  • Complied with all airline and national aviation regulations to ensure that complete safety and security procedures were met.
  • Completed pre-flight safety, passenger and inventory checks.
  • Oversaw and mentored junior flight attendants on proper procedures and crew standards.
  • Inspected the interior of the aircraft prior to, during and after flights to make sure emergency equipment was in place.
  • Responded to passenger and mechanical emergencies in the appropriate manner.
  • Attended workshops and training sessions in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
  • Properly communicated between the flight deck and the cabin crew prior to and during flights.
  • Created training needs assessments to identify skills and knowledge gaps.
  • Assessed instructional effectiveness, analysing data to determine impact of training on company KPIs.
  • Monitored success and progress of employees and provided additional assistance in areas requiring improvement.
  • Conducted corporate inductions for new starters, receiving positive feedback in satisfaction surveys.

Education

Bachelor's degree - Procurement and Logistics

Kyambogo University
Kampala

Skills

  • Cabin crew operational standards
  • Cabin crew rostering
  • Flight plan execution
  • Equipment inspection
  • Flight operations
  • Customer service
  • Cabin operations
  • Aircraft emergency procedures
  • Customer experience management
  • Aviation safety regulations
  • Emergency procedure demonstrations
  • Cabin crew training and development
  • Conflict management
  • Staff training
  • Team management
  • Special needs passenger assistance
  • Complaint management

Languages

English
Native
Swahili
Fluent
German
Intermediate
Czech
Intermediate

Hobbies

Golf and Horse back riding

Timeline

Inflight Service Manager

Emirates Airlines
06.2019 - Current

Cabin Service Director

Qatar Airways
06.2013 - 05.2019

Bachelor's degree - Procurement and Logistics

Kyambogo University

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MATHIAS GALIWANGO