Nancy Wairimu

Personal care -: Helped 6 patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.

• Getting around-: Helping the client to use the toilet, pushing their wheelchairs to the living room, dining room and to their bedrooms when it's bedtime
• Meal preparations and feeding: Prepared and served clients with nutritious meals following care plan, dietary and doctor requirements
• Medications: Administered prescribed medications as prescribed by healthcare professionals or as directed by the registered nurse
• Household tasks and shopping errands
• Kept the house clean and tidy and also ensured the laundry was clean and the shopping was replenished
• Monitor: Monitor client's progress and report any changes observed
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• Oversaw daily operations in premium operations, ensuring seamless transfers during flight disruptions and flight delays.
• Dealt with complex complaints and irate premium customers politely and professionally, resolving issues with favorable solutions
• Used diplomacy and customer service skills to de-escalate difficult situations
• Ensured company Standard Operating Procedures and Protocols related to safety, security, and regulatory compliance were followed
• Collaborated with airport security teams and handled any security-related incidents
• Acted as liaison between Qatar Airways and other airport stakeholders, including ground handling services, airport authority, immigration, security, and customs
• Supervised and led customer service operational team to excel and deliver exemplary service concept to all customers
• Ensured that exceptional customer services were provided to passengers at assigned locations within Hamad International Airport touch points such as Check-in Counters, Transfer desk, Boarding Gates, Baggage Services, Concierge Services, Premium and VIP Lounge Operations and all other areas as determined by management
• Handled adverse situations and off-schedule operations during flight disruptions, denied boarding situations, misconnections due to bad weather aircraft technical
• Streamlined all passenger handling activities to ensure services were delivered as per company standards
• Ensured all pre and post flight checks were completed in line with company's standard operating procedures
• Ensured all employees were sufficiently trained in core service excellence skills to be able to deliver exemplary services to all Qatar Airways customers

• Oversaw daily operations in premium operations, ensuring seamless transfers especially during flight disruptions and flight delays. Ensuring smooth workflow and timely completion of tasks.
• Provided guidance and supported the team to ensure adherence to company policies and procedures
• Monitored staff performance, provided feedback, coaching, and assistance when it was needed
• Handled customer’s complaints and aimed to resolve them efficiently and professionally
• Maintained clear and constant communication with both internal teams (e.g., flight crews, operations) and external stakeholders
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions

• Prepared daily reports with all handling details of individual customers in
• Met customer’s expectations without deviating from the company’s policies as well as procedures
• Addressed and resolved customer’s concerns as well as escalating them to the concerned departments where need arise
• Assisted agents to resolve arising complex issues
• Communicated changes in company rules and procedures, and mentored staff to improve performance and efficiency