Daisy Karanja

An experienced and dedicated professional with over 22 years of experience in the aviation industry, demonstrating expertise in operational management, customer service, performance management, risk assessment, and strategic planning. Well-versed in audit processes within the aviation industry, with a commitment to continuous improvement. A proven leader with a track record of success, adept at understanding business priorities and crafting effective strategies to drive organizational goals and growth.

Exhibits excellent communication skills, both verbal and written, complemented by robust interpersonal abilities. Committed to enhancing the customer experience by proactively addressing their needs, ensuring a positive and memorable interaction at every touch point. Eager to leverage acquired skills and knowledge to make a meaningful impact on humanitarian organizations.

Proprietor - Fab Headquarters

(2021-01)

• Managing the overall operations and resources of the company thus increasing efficiency of work.
• Leading the development of the company's short and long-term strategies thus prioritizing activities that will lead to achievement of company goals.
• Creating awareness of the competitive market landscape, expansion opportunities and industry developments thus maintaining a competitive edge.
• Overseeing that the company maintains a high social responsibility wherever it does business thus boosting the company's reputation.
• Assessing risks to the company and ensuring they are monitored and minimized thus minimizing losses.
• Setting strategic goals and making sure they are measurable and describable thus ensuring they are attained within stipulated time.

Customer Relationship Manager - Tripple Tee Immigration Support L.

(2021-01 - 2023-06)

• Managing external and internal communication to ensure customer satisfaction
• Designing and implementing business plans that expand the company's customer base ensuring its strong presence
• Improve immigration service marketability and profitability by researching and capitalizing on market opportunities.
• Identify trends determine system improvements and implementing change.
• Ensure integrity and confidentiality of official communication, information data and manage company resources.
• Manage communication on budget to ensure accuracy and cost effectiveness is maximized.
• Mentor, Monitor and evaluate performance targets for staff in the communication department.

Flight Purser - Kenya Airways

(2010-01 - 2021-01)

• Ensured consistent quality customer service is provided to the passengers in a safe environment for their comfort and satisfaction.
• Maintained the company stakeholder relationship and partnerships with both existing and new key corporate partners, clients and suppliers.
• Implemented proper utilization of company property thus preventing wastage, misuse and damage.
• Spearheaded implementation of safety and emergency standards thus leading to compliance and corporate safety.
• Mentored, monitored and evaluated performance targets for staff.
• Ensured that our brand message was strongly upheld high and was consistent across all channels
• Team headed new product development processes by managing internal and external resources from customer insights and effectively communicated product improvement.
• Ensured grooming and appearance was maintained throughout the flights.

Assistant Flight Purser - Kenya Airways

(2008-01 - 2010-01)

• Trained team members in proper operational procedures and functions and explain company policies.
• Coordinated with managers and supervisors thus remained updated with any changes affecting operations.
• Analyzed and recorded personnel and operational data and prepared related activity reports.
• Collaborated with staff members to develop programs of events, schedules of activities and menus thus promoting team work.
• Performed evaluation of workers' appearance and performance to ensure quality service and compliance with specifications
• Conducted Inspection of work areas and operating equipment to ensure conformance to established standards in areas such as cleanliness or maintenance.
• Implemented customer/guest feedback to service improvement efforts leading to increased customer satisfaction.
• Assigned work schedules following work requirements to ensure quality and timely delivery of service.
• Updated customers with information on events or activities and resolved customer complaints regarding worker performance on services rendered.

Flight Attendant - Kenya Airways Limited

(1999-01 - 2008-01)

• Oversaw safety of all passengers and demonstrated safety and emergency procedures such as the use of oxygen masks, seat belts, and life jackets.
• Attended to passengers' questions about flights, aircraft, weather, travel routes and services, arrival times, and/or schedules.
• Conducted preflight briefings concerning weather, altitudes, routes, emergency procedures, crew coordination, lengths of flights, food and beverage services offered, and numbers of passengers.
• Checked to ensure that food, beverages, blankets, reading material, emergency equipment and other supplies were aboard and in adequate supply.

Higher Diploma - Management in Tours and Travel - Skyways Travel Institute (1996-01 - 1998-01)