NKOTANYI FRANCIS

Curriculum Vitae
Kigali, Rwanda

+250788242564 [email protected]

Date of 20th August Nationality Rwandan

birth 1991
PROFILE

I am a proactive professional who has been consistently praised as results-oriented by my co-workers and management.
Over the course of my 6-year career, I have developed a skill set directly relevant to many aviation roles, including customer
service, procedure standardization and records management. Overall, I have consistently demonstrated communication,
organizational and teamwork abilities in every aspect of my customer service agent role at RwandAir.
Dedicated Customer Service Representative dedicated to providing quality care for ultimate customer satisfaction. Proven
ability to establish and maintain excellent communication and relationships with clients. Dedicated to identifying customer
needs and delivering effective solutions to all problems. Excellent time management skills combined with a superior
knowledge of the airline industry.

EMPLOYMENT HISTORY

Inhouse Instructor, RwandAir Jul 2020 — Present

• Supervise and lead participants by empowering and motivating them through the application of high All RwandAir destinations
safety standards and services.
• Maintained an excellent knowledge of operation Manuals and service and products manuals.
• Achieved full awareness of all health and safety regulations among staff in order to reduce health and safety
hazards to themselves and others.
• Ensure all safety hazards are reported immediately by utilizing the appropriate reporting scheme.
• Ensure full compliance with all relevant HR policies, Flight/ground Operation internal processes, safety
and service policies and procedures.
• Conduct Passenger handling training for Operations staff in accordance with the approved syllabus in
the respective manuals and instructor guide.
• Ensure effective training delivery is maintained at the highest level by ensuring compliance with the policies
and procedures as laid down in the Operational Manuals.
• Ensure that all training documentation is completed on time, filed and stored appropriately for future
requirements. Additionally, responsible for ensure the cabin safety exam papers are protected and records
are maintained.
• Assess, monitor, coach, and provide performance feedback to individual Operations staff in order to
ensure they achieve the required levels of competence.
• Identify individual development for the participants and ensure development plans are in place to
support them.
• Must maintain an up-to-date knowledge of all operations staff job tasks and responsibilities.
• Ensure the company image is always maintained in & out of uniform and self and operation staff adhere
to grooming regulations at all times.
• Ensure that all operations staff as applicable adhere to all applicable company regulations, processes, and
procedures.
• Perform other duties and responsibilities as requested by management.

Customer Service Agent, RwandAir Dec 2016 — Present

• Reports security threats and incidents that occurred during daily operations. Kigali International Airport
• Reports safety hazards, incidents identified during daily operations to the team leader.
• To ensure efficient passenger handling at check-in, boarding, arrivals and the lounges, for positive customer
experience.
 • To access efficient procedures in document verification to minimize risks to the airline
without compromising on customer service.
• To advice on service delivery issues related to misconnections, baggage claims and flight delays, for customer
satisfaction.
• To ensure smooth connection of passengers.
• To ensure incremental revenue through collection of excess baggage charges and change of RESA penalties.
Without compromising on customer service.
• To ensure that check-in procedures are followed while checking passengers both on WB’s network and
other airlines.

Program Coordinator, Youth Impact Mission - Rwanda Jan 2013 — Dec 2016

• Preparing the action plans for the activities to be done so as to have goal oriented programs. Kigali, Rwanda
• Visiting schools around the country and inspiring Youth while equipping them with leadership skills.
• Preparing reports for the activities done on a weekly basis for the purpose of evaluation and
improvements where necessary.
• Organizing conferences that gather more than 1000 Youths from different parts of the country and
abroad so as to keep sharpening each other while unlocking their hidden potentials from with in.
• Helping and guiding youth with talents that can be developed to become businesses so as to produce
profit for them and their communities.
• Fighting against drug abuse and depression especially for the young generation.

School patron and mentor, E.S Kabarondo Sep 2015 — Jul 2016

• Controlling the discipline of students so as to guide them where necessary. Kayonza District
• Following up the cleanliness of the school premises like dormitories and compound for a healthy life
of students and staff.
• Guiding students during sports time and arranging games competitions with other schools while
ensuring social relationships in the community around the school.
• Advising students with personal problems so as to make sure that they are comfortable and fit to pursue
their studies.

Science teacher, Heroes Secondary School Jan 2012 — Nov 2013

• Preparing Mathematics and Physics subject for students and teaching them to students. Nyagatare District
• Setting exams and marking them to evaluate students' understanding of the subject.
• Acting as the Director of studies where I had to follow up how other teachers are doing in their
respective courses.

Mathematics teacher, G.S Nyakayaga Jun 2011 — Jan 2012

• Preparing Mathematics subject for students, teaching them and setting exams for the purpose of Gatsibo District
evaluating their understanding of the subject.
• Controlling the discipline of students so that they are raised with character.

EDUCATION

University of Rwanda Jan 2012 — Jul 2016

Bachelor's degree College of Science and Technology

Graduated in the faculty of Civil, Environmental and Geomatics Engineering under the department of Building
and Construction Technology.

Cornerstone Leadership Academy - Rwanda Jan 2008 — Nov 2010

High school diploma

Graduated high school in Mathematics, Physics and Geography (MPG) combination plus Leadership and
Discipleship courses obtained in three years at the academy with a certificate.
 Gabiro High School Jan 2005 — Oct 2007
Ordinary Level Certificate

Graduated with great scores for admission to advanced level

SKILLS

Decision Making Computer Skills

Ability to Multitask
Ability to Work Under Pressure
Leadership
Communication Skills
Effective Time Management
Ability to Work in a Team
Customer Service
Highly responsible and reliable

HOBBIES

Spending time with friends and listening to music when alone plus hiking.

LANGUAGES

English Highly proficient Kinyarwanda Native speaker

French Very good command

COURSES

Altea DC-CM Jan 2023

AMADEUS

Altea Business rules Jan 2023

AMADEUS

Instructional Design Oct 2019

AFRICAN AIRLINES ASSOCIATION (AFRAA)

Human factors in Aviation Sep 2022

AVIASSIST

Service Excellence Jun 2021 — Sep 2021

Cornell University

Hospitality Management Sep 2021 — Mar 2022

Cornell University

Tourism Specialization Certificate Mar 2022 — May 2022

Cornell University

English Proficiency Development Jun 2021 — Jun 2022

Education First (EF)

Tourism and Hospitality Training Jun 2021 — Jun 2022

Education First (EF)
 Inspiring Managers Jul 2021 — Mar 2022
African Management Institute

Frequent Flyer Program Jun 2017

IATA

Discipleship Studies Jan 2008 — Oct 2010

Cornerstone Leadership Academy

Rwanda Entrepreneurial Mindse t Aug 2014

Educat

Enterprise Rwanda Jul 2014

African Innovation Prize

REFERENCES

Mr. Sam Birondwa +250788309681

Kurumbuka Leadership Solutions [email protected]

Mr. Emmanuel Mutangana +250788404872

RwandAir [email protected]

Mr. Peter Nkotanyi +250785131305

Cornerstone Leadership Academy [email protected]

EXTRA-CURRICULAR ACTIVITIES

Airline representative May 2021

Qatar Airways Kigali International Airport

Supervision for the airline check in process at the airport terminal, reconciliation for figures of accepted passengers
and their baggage and giving daily report of the flight handled at Kigali International Airport.

Mentor Nov 2010 — Present

Youth Impact Mission - Rwanda Kigali, Rwanda

Mentoring young generation to become their best version and needed future leaders of Africa in all aspects of life.