LILIAN MONDE MUBITA

• Customer Engagement: Greet customers, assess and understand their needs, advice/recommend service choice according to customer needs, provide service information and ensure customer satisfaction.
• Service Knowledge: Stay informed on service changes/updates, features, promotions and policies.
• Communication: Answering, screening, and forwarding phone calls; taking messages, handling incoming/outgoing mail and deliveries, responding to emails.
• Handling Complaints: Professionally resolve issues, listen, acknowledge, apologise and take ownership, find a solution, resolve the issue as quickly as possible. After implementing the solution, follow up with the customer to ensure satisfaction and to restore confidence in service.
• Sales & Transactions: Process ticket sales accurately, collect cash and electronic payments, receipting and banking, daily sales reconciliations, invoicing and accurate filing, Sales Audits,
• Inventory Management: Assist with receiving shipments, stock counts, and reporting low stock.
• Teamwork: Collaborate with colleagues to meet and provide excellent service, especially during busy periods.
• Scheduling & Organization: Booking appointments, managing calendars, organizing files, maintaining records. Booking meetings, appointments, and conference rooms, arranging travel/accommodation.
• Administrative and Clerical Support: Filing, data entry, word processing, photocopying, and assisting other staff,
• Records and Document Management: Filing (physical & digital), organizing databases, and managing confidential files. Typing, word processing, photocopying, scanning, faxing, preparing reports, and creating/editing correspondence.
• Office Operations, Supply & Facility Management: Ordering supplies, managing mail/packages, and operating general office equipment. Monitoring and ordering office supplies, liaising with maintenance/IT for office upkeep.
• Monitoring & Coordination: Oversee daily activities, monitor security systems, and coordinate aircraft movement with Air Traffic Control (ATC) and ground handlers.
• Safety & Security: Conduct airfield inspections (runways, taxiways), manage wildlife, respond to incidents, and enforce FAA/security regulations.
• Passenger & Terminal Management: Assist with passenger inquiries, manage gate assignments, oversee baggage handling, and ensure smooth terminal operations.
• Booking & Ticketing: Making/modifying reservations, issuing tickets, processing payments.
• System Management: Updating passenger info, managing seat/meal requests, using reservation software.
• Coordination: Liaising with other airline staff for smooth operations and special needs (wheelchair, etc.).
• Information Delivery: Communicating delays, cancellations, and policy changes.
• Sales & Upselling: Promoting special offers, packages, insurance, and seat upgrades.
• Information & Communication: Manage public announcements, digital displays, and radio communications, disseminating critical information.
• Maintenance & Facilities: Coordinate with maintenance teams for equipment and facility issues and oversee construction projects near operations
• Quality and Safety adherence: Ensure accuracy of system entries and compliance with SOPs. Observe a safe work environment.
• On Time Performance - Ensuring quick turn around of flights, smooth facilitation of check in, baggage handling and security controls.

• Customer service: Welcome customers and create a friendly atmosphere. Assess customer needs, and recommend appropriate products.
• Product Knowledge: Stay informed on product features, promotions, and policies.
• Upselling/Cross-selling: Suggest additional items to enhance purchases.
• Handle Complaints: Professionally resolve issues and manage returns/exchanges.
• Sales and Finance: Handle cash sales, POS, handle cash register, process payments, issue receipts accurately. Handle Petty cash, daily and monthly sales reports, sales reconciliations, invoicing, banking, and accurate filing, Sales Audits.
• Front Office and Office Administrative Support: Keeping the reception area clean, tidy. Answering, screening, and forwarding phone calls, taking messages, handling incoming/outgoing mail and deliveries, responding to emails, Filing.
• Administrative Support: Answering calls, managing emails, drafting correspondence, preparing documents and updating database. Ordering supplies, maintaining equipment, ensuring a clean and organized workspace and coordinating repairs. Managing calendars, booking meeting rooms, arranging travel and coordinating company events, word processing, photocopying, Booking meetings, appointments and conference rooms, arranging travel/accommodation.
• Data Management: Captured and updated customer and sales data into CRM databases.
• Inventory Management, Ordering and Procurement: Maintain accurate records of stock (raw materials, finished goods), perform regular counts (audits, cycle counts), and reconcile discrepancies. Monitor stock levels, create purchase orders, verify deliveries against orders, and manage supplier information. Implement "First-In, First-Out" (FIFO).
• Address inventory discrepancies and investigate causes.
• Coordinate with other departments (sales, warehouse, logistics).
• Manage and track internal stock transfers.
• Handle customer queries related to stock
• Quality and Safety adherence: Compliance to procedures and policies, meeting customer standards and correcting deviation to standards, Ensure a safe and health working environment.
• Records Keeping and Document Management: Capturing information as it's generated or received with confidentiality. Organizing records by type (financial, legal, operational). Securely keeping records physically (files) or digitally (cloud, servers). Making the right information available to authorized users quickly. Ensuring records remain authentic and usable over time. Destroying obsolete records or permanently preserving vital ones, following retention schedules

• Customer service

Welcome customers and assess customer needs. Streamlining communication, ensuring clarity, and efficiently directing needs with escalation to other contacts if needed. Providing guidance, information, and solutions to customer needs. Supporting the entire customer journey, from initial inquiry to post-sale support.

• Sales Support:

Support field sales agent with lead qualification, data entry, scheduling, and providing materials, freeing reps to nurture relationships and close deals, ultimately boosting revenue.

Prescreening customers for loan worthiness(Vetting) via phone call or in person. Supported credit and loan processing through accurate data verification. Following up with defaulting customers to help them bounce back. Assisting sales agents with deactivating products for non paying customers as well as recoveries.

• After-Sales service:

Ensuring satisfaction, building loyalty, and encouraging repeat business through installation, training, warranty support, technical repairs, troubleshooting; active listening, effective questioning, critical thinking, empathy, testing and verification, follow-up and continuous learning to enhance the overall custom satisfaction.

• Stock control and Inventory Management

Coordinated stock management, product dispatch, and reconciliation, tracking, monitoring, and accuracy of current stock levels, counting items, tracking movement (in/out), verifying quantities, preventing loss, spoilage and wastage through FIFO (First in First Out). Monthly stock updates and Stock Audits.

• Answering & Routing Calls: Professionally handle incoming calls and route complex issues to the right department.
• Customer Support: Provide accurate information on products/services, guide through troubleshooting, and offer solutions.
• Issue Resolution: Address and resolve complaints, escalate difficult situations, and ensure follow-up for complete resolution.
• Account Management: Update customer details, process payments/orders, and manage account requests.
• Data Entry: Accurately log all customer interactions, notes, and data in the CRM system.
• Inbound & Outbound Calls: Answer customer questions and make calls for surveys, or sales (Vetting) .
• Sales: Identify opportunities to promote additional products or services.
• Market Research: Participate in or report on customer feedback and market trends..
• Ensured accuracy of recorded customer information.

• Front Office:

Greet and welcome visitors in a courteous and professional manner.

Answer, screen, and forward incoming phone calls.

Maintain a tidy and organized reception area.

Schedule and confirm appointments or meetings.

Receive, sort, and distribute daily mail and deliveries.

Processing payments (cash, credit cards).

Managing internal calls (PBX), and coordinating with housekeeping, maintenance, and management.

• Customer Support

Handling questions related to products, services, and company policies. Addressing customer concerns with empathy and working toward a satisfactory resolution. Educating customers on how to use products effectively, including step-by-step instructions and best practices.

• Office and Administrative Support :

Answering, screening, and forwarding phone calls; taking messages; handling incoming/outgoing mail and deliveries; responding to emails. Booking meetings, appointments, and conference rooms; arranging travel/accommodation. Keeping the reception area clean, tidy, and presentable; stocking common areas (kitchen, restrooms).

• Filing, data entry, word processing, photocopying, and assisting other staff. Managed administrative documentation, filing, and office records. Assisted cross-functional teams with data and operational tasks. Supported financial reporting, invoices, and reconciliations.
• Supply & Inventory Management: Monitoring and ordering office supplies, Have products available when customers want them to prevent lost sales. Avoid tying up capital in excess inventory (overstocking) and reduce storage/waste.

Customer service and Passenger facilitation:

• Passenger Greeting & Assistance: Welcome passengers, provide directions, answer queries, and direct them to gates/security.
• Document & Booking Verification: Check passports, visas, and bookings for compliance.
• Boarding Pass & Luggage: Issue boarding passes, weigh luggage, tag bags, and handle excess baggage fees.
• Issue Resolution: Calmly handle complaints, flight delays, cancellations, and lost baggage issues.
• Special Assistance: Help passengers with special needs (wheelchairs, UMs, VIPs).
• Security & Compliance: Adhere to safety protocols and procedures.
• Public Address System : Make necessary PA announcement
• Coordination: Liaise with other airport staff (ramp, gate agents) for seamless operations.

Sales and Billing - (Airport fees)

• Calculating landing, navigation and parking fees, collecting fees and receipting.
• Daily Sales reconciliations and banking. Collecting Passenger taxes and other service charges.
• Monthly Invoicing of Airport Operators and non Airport operators. Follow up on pending payments. Monthly sales reports

• Front Office and Secretarial Support

Ensure a clean and neat office environment, Greeting visitors, handling inquiries, Screening visitors who want to see the Airport Manager. Answering phones, managing correspondence (emails, mail), data entry, filing, and maintaining organized reception area. Booking appointments, managing calendars for staff, and coordinating meetings managing office supplies, and directing calls/visitors to the appropriate department, Answering calls, managing emails, greeting visitors, taking messages.

Managing calendars, booking appointments, coordinating meetings, arranging travel. Typing, preparing reports, creating presentations, filing, drafting letters. Preparing agendas, taking minutes, distributing materials, arranging logistics.

Ordering supplies, maintaining equipment, managing databases, basic bookkeeping

• Clerical Support:

Entering, updating, and organizing information in databases and spreadsheets (e.g., financial records, personnel files).

Filing documents, managing schedules, booking appointments, and maintaining organized workspaces. Photocopying, scanning, ordering supplies, and preparing meeting materials.

Assisting with bookkeeping, billing, and invoice processing

• Records Management:

Capturing information as it's generated or received. Organizing records by type (financial, legal, operational).

Securely keeping records physically (files) or digitally (cloud, servers).

Making the right information available to authorized users quickly.

Ensuring records remain authentic and usable over time. Destroying obsolete records or permanently preserving vital ones, following retention schedules.