VIOLET EMMANUEL SHAYO

• Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
• Coordinated with cross-functional teams to streamline service delivery processes.
• Managed customer complaints, ensuring timely resolutions and maintaining service quality standards.
• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
• Promptly responded to inquiries and requests from prospective customers.
• Maintained up-to-date knowledge of product and service changes.
• Trained new personnel regarding company operations, policies and services.
• Trained staff on operating procedures and company services.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Increased efficiency and team productivity by promoting operational best practices.

• Maintained a high level of customer satisfaction by providing accurate and helpful responses.
• Handle check-in and boarding for passengers and baggage for flydubai and other carriers
• Issue boarding passes, answer queries, and provide flight details such as gate numbers, lounge access, and boarding times
• Direct passengers and ensure on-time performance
• Support flight documentation and collaborate with team members for operational efficiency
• Occasionally act as team lead during shifts

Flydubai Dedicated Staff

As part of my role at dnata Zanzibar, I was assigned as dedicated staff for Flydubai, where I performed all core airline operational duties including:

• Monitoring passenger check-in and boarding
• Flight documentation handling
• Arrival and departure coordination
• Ramp communication and load control support
• Assisting with flight delays and disruptions professionally
• Ensuring compliance with Flydubai standards and procedures
• Delivering excellent customer service and handling VIPs and special service requests (SSR)
• Delivered exceptional customer support, resolving inquiries and enhancing overall satisfaction.
• Assisted team members in handling escalated customer issues, fostering a collaborative environment.
• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Utilized strong problem-solving skills to quickly identify and address customer issues.
• Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
• Addressed customer account discrepancies and concerns.
• Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.

• Checked passenger travel documents and issued boarding passes in accordance with airline procedures
• Responding professionally to all passenger inquiries, ensuring a smooth and efficient boarding process
• monitoring boarding gates, and assist with luggage tagging and handling
• Delivered key flight documents such as passenger manifests and general declaration forms to cabin crew and flight dispatch
• Assisted passengers with special needs (e.g. PRM, unaccompanied minors, and VIPs) to ensure their comfort and safety
• Handled flight disruptions (delays, rebooking, missed connections) with empathy and effective communication
• Maintained accurate records (flight sets) and ensured all passenger and flight service tasks complied with airline and airport safety standards

• Supervised daily customer service operations for multiple international airlines, ensuring smooth check in, boarding, and arrival procedures
• Ensured strict compliance with Service Level Agreements (SLAs), aviation safety protocols, and airline operational standards
• Led, coached, and mentored a team of customer service agents, including planning duty rosters and monitoring performance
• Conducted on job training (ojt) to enhance staff knowledge, service delivery, and IATA standard handling procedures
• Acted as the key point between airline representatives and ground handling teams, ensuring clear communication and service coordination
• Handled escalated passenger issues and flight disruptions professionally, maintaining service excellence under pressure
• Played a key role in improving turnaround time and overall passenger satisfaction through efficient workflow planning

• Managed passenger check in, boarding, and arrival operations for multiple international airlines
• Supervised and supported frontline staff in delivering efficient and high-quality customer service
• Coordinated daily handling activities with other airport departments to ensure smooth flight operations
• Ensured full compliance with airline Standard Operating Procedures (SOPs), safety regulations, and airport policies
• Mentored and coached team members, enhancing service standards and fostering a positive team environment
• Resolved escalated customer issues and service disruptions while maintaining professionalism and airline reputation
• Played a role in achieving on time performance and improving customer satisfaction scores