John David Kaba

Led daily customer care operations, enhancing service delivery standards and achieving departmental service level agreements.

Managed and resolved complex or high-priority issues including flight disruptions, refunds, and baggage claims, improving timely resolution by an estimated 15%.

Monitored and analyzed key performance indicators (KPIs) such as response time, customer satisfaction (CSAT), and complaint resolution rates to drive continuous improvement.

Trained, mentored, and supervised a team of customer care agents, ensuring adherence to airline service standards and professional communication protocols.

Developed and presented performance reports with data-driven recommendations, leading to improved customer experience and reduced complaint volume.

Delivered exceptional frontline customer service, resolving reservations, ticketing, and travel enquiries for diverse passenger needs.

Professionally managed and resolved complex customer complaints and escalations, maintaining high satisfaction levels.

Coordinated effectively with operations and crewing teams, contributing to improved on-time flight movements and passenger satisfaction.

Ensured accurate data entry and maintained comprehensive customer records within reservation systems, enhancing data integrity.

Supported commercial sales initiatives and fostered strong customer relationships, contributing to business growth and loyalty.

Supervised a team of porters, optimizing workflows to ensure safe, efficient, and timely ground operations.

Conducted timely passenger check-in and documentation, maintaining adherence to flight schedules and regulatory compliance.

Prepared accurate load sheets and pre-flight checklists, ensuring compliance with safety procedures and operational timelines.

Coordinated critical FIFO operations with Total Energies PNG (Papua LNG), ensuring seamless logistics and schedule adherence.

Ensured correct loading specifications were met, contributing to a 98% compliance rate with customer requirements and safety protocols.

Managed passenger check-in and coordinated departure processes, ensuring smooth passenger flow and regulatory compliance.

Prepared accurate load sheets and pre-flight requirements, contributing to efficient and safe flight operations.

Supervised precise luggage and cargo loading, adhering to operational instructions and safety standards, minimizing incidents by 10%.

Oversaw critical ramp operations, ensuring aircraft readiness and safe movement for on-time departures.

Maintained strict compliance with safety procedures and operational guidelines, enhancing overall ramp safety.

Led and managed a technical support team, optimizing performance and work schedules to enhance service delivery efficiency.

Assisted in the recruitment, coaching, and training of new staff, improving team capabilities and reducing onboarding time by 20%.

Resolved complex customer issues promptly, consistently ensuring high service delivery standards and customer satisfaction.

Conducted client meetings, product presentations, and business development activities, expanding client portfolio.

Negotiated and secured contracts, consistently contributing to monthly and annual sales targets by an average of 15%.

Efficiently loaded and unloaded cargo, supporting baggage operations for timely flight departures and arrivals.

Handled mishandled baggage and customer queries, resolving issues to enhance passenger experience.

Monitored and managed baggage movement, ensuring smooth inbound and outbound flight handling for various aircraft types.

Maintained a high level of physical dexterity and attention to detail in a fast-paced airport environment.

Collaborated effectively with ground staff to ensure efficient turnaround times and adherence to safety protocols.