Mwamba Patience Nakambale
Lusaka
Summary
Dynamic Airport Operations Manager with a proven track record in coordinating airport activities to ensure traveler comfort and safety. Expertise in maximizing revenue through efficient management practices and customer service excellence. Committed to fostering a positive experience for all airport users while adhering to industry regulations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Airport Manager
Simon Mwansa Kapwepwe International Airport
Ndola, Zambia
10.2022 - 10.2024
- Coordinated airport activities ensuring safety and security of public, infrastructure, and personnel.
- Handled planning and coordination for security systems and policies to ensure compliance.
- Ensured management information was ready for EXCOM's decision-making.
- Reviewed and assessed numerous operational reports every day to guarantee efficient performance.
- Coordination of security and facilitation activities with government security wings and airlines to maintain a collaborative working relationship.
- Optimized expenditure on contracted security and maintenance by overseeing service provision.
- Plan and coordinate airport emergency procedures to ensure that staff are aware of what actions to take when faced with an emergency.
- Ensured proper staffing levels across all units to maintain operational performance at the airport.
Deputy Airport Manager
Kenneth Kaunda International Airport
Lusaka
08.2015 - 10.2022
- Ensured a secure environment, boosting customer satisfaction.
- Trained and supervised terminal personnel to meet and exceed customer expectations.
- Reviewed internal processes for adherence to company policies.
- Managed emergency responses for terminal operations staff, passengers and stakeholders.
- Organized work shifts based on expected operational needs.
- Reviewed data insights and delivered detailed analyses to supervisors.
- Executed duties ensuring operational efficiency during transitions.
- Mentored team members to deliver professional service.
- Evaluated staff productivity and identified areas for improvement.
- Coordinated between various departments for seamless service delivery to enhance customer satisfaction.
- Oversaw airfield operations and ensured timely arrivals, departures, and fueling.
- Ensured smooth terminal transfers through effective communication with flight operations teams.
- Developed strategies that fostered a productive and safe atmosphere for all personnel.
- Developed top-performing teams by focusing on mentoring and training.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Managed airfield operations ensuring timely identification and resolution of issues.
Senior Customer Services Officer
Zambia Airports Corporation Ltd
Livingstone
02.2009 - 08.2015
- Coordinated efforts of staff to enhance operational efficiency.
- Enhanced staff performance to consistently surpass client standards.
- Conducted pre-shift inspections to confirm sufficient staffing levels.
- Directed regular airline handling tasks prioritizing secure procedures.
- Developed strategies for improving customer service in conjunction with Duty officers and Airline managers.
- Boosted development through exceptional client engagement.
- Addressed complex concerns, resulting in improved problem-solving skills.
- Raised client expectations through targeted improvements.
- Mentored incoming customer service staff for faster integration.
- Cultivated strong professional relationships with key stakeholder contacts.
- Engaged airlines to assess needs and plan to deliver solutions.
Education
Bachelor of Arts - Library & Information Science with Public Administration
University of Zambia
06.2006
Post Graduate Certificate - International Trade Facilitation & Development
Trade Policy Training Centre
03.2014
Skills
- Team oriented
- Excellent communication skills
- Decisive and assertive
- Airfield management
- Quality Assurance
Accomplishments
- Consistently maintained high customer satisfaction ratings at KKIA as evidenced in the 2020 customer satisfaction index report
- Led teams to achieve positive OTP for our customer Airlines 85% and above .
- Improved Customer and stakeholder engagements by creating Key account supervisors within the teams at KKIA and SMKIA
- Improved delivery of service by way of coaching staff to help them learn how to do their work efficiently.
- Created highly effective team engagements that significantly impacted efficiency and improved operations.
Professional Courses Undertaken
- Airport Operations, Safety & Security
- Airport Security Operations
- ACI-ICAO Management of Airport Security
- Developing a Customer Service Culture at Airports: Measuring and Benchmarking the Results
Certification
- International Airport Professional, Airports Council International & International Civil Aviation Organisation - 2021
Professional Membership
- Zambia Institute of Marketing
- International Airport Professional - Community of Practice
References
Mrs. Harriet Nakazwe Angetile
Director Airport Services
Zambia Airports Corporation Limited
Lusaka
Email: harriet.nakazwe@zacl.aero
Mobile Phone: 260 977 478 202
Miss Agness Chaila
Zambia Railways Ltd
Kabwe
Email: amchaila@yahoo.co.uk or agness.chaila@zrl.com.zm
Mobile Phone: 260 977 799 778
Mr. Martin Kabwiri
Projects Manager
Sothemu Investments
Lusaka
Email: martin.kabwiri@sothemu.com Mobile Phone: 260 968 607 858
Timeline
Airport Manager
Simon Mwansa Kapwepwe International Airport
10.2022 - 10.2024
Deputy Airport Manager
Kenneth Kaunda International Airport
08.2015 - 10.2022
Senior Customer Services Officer
Zambia Airports Corporation Ltd
02.2009 - 08.2015
Bachelor of Arts - Library & Information Science with Public Administration
University of Zambia
Post Graduate Certificate - International Trade Facilitation & Development
Trade Policy Training Centre
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