Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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MPHONYANI SANGA

MANCHESTER,CHERSHIR

Summary

Dedicated and results-driven Airport Operations Professional with 10+ years of experience in ground handling, customer service, and station supervision. Proven ability to ensure on-time performance, streamline operations, and enhance passenger experience while maintaining strict safety and security compliance. Adept at team leadership, crisis management, and cross-departmental coordination in fast-paced airport environments.

Overview

12
12
years of professional experience
2
2
years of post-secondary education
1
1
Certification

Work History

Station supervisor Ethiopian Airlines

Pyrex Aviation LTD
Manchester, Cheshire East
12.2023 - Current
  • Oversee daily airport operations, ensuring on-time departures and compliance with safety, security, and service standards.
  • Lead and mentor ground handling teams, optimizing staffing levels and workflow efficiency.
  • Conduct operational audits to ensure adherence to IATA/airline regulations.
  • Resolve passenger disruptions (overbookings, baggage issues) while maintaining high service standards.
  • Liaise with crew, maintenance, cargo, and fuel teams to expedite flight turnarounds.

Airport customer service agent

Ethiopian Airlines
Lusaka Zambia
10.2018 - 05.2023
  • Acted as Station Coordinator, ensuring seamless communication between GHA, catering, fuel, and crew.
  • Monitored and improved on-time performance (OTP) through proactive operational adjustments.
  • Ensured safe passenger/aircraft handling per aviation security protocols.
  • Trained staff on baggage procedures, customer service, and emergency protocols.
  • Enhanced passenger satisfaction by promptly addressing concerns and providing solutions.
  • Responded to inquiries regarding flight schedules, fares, and other details for better customer service.
  • Resolved disputes over bookings calmly and efficiently, maintaining a positive environment at the desk.

Ground handling agent

ZEGA LTD
Lusaka Zambia
03.2013 - 10.2018
  • Managed check-in, boarding, and baggage services for international flights.
  • Addressed passenger queries (lost/damaged baggage, flight delays) with 95% resolution rate.
  • Conducted pre-flight checks (document verification, seating allocation).
  • Conducted comprehensive pre-flight checks diligently, guaranteeing readiness for take-off.
  • Handled special passenger requests professionally, catering to diverse needs.
  • Collaborated with security teams for secure flight operations.

Education

Diploma of Higher Education - IATA

Fair View Institute
Lusaka, Zambia
01.2012 - 11.2013

Skills

  • Leadership & Team Management
  • Crisis Resolution & Decision-Making
  • Multitasking in Fast-Paced Environments
  • Ticketing systems knowledge
  • Leadership qualities
  • Immigration processes knowledge

Certification

✔ Airport Operations Management
✔ Ground Handling & Ramp Coordination
✔ Check-in & Baggage Handling
✔ Customer Service & Conflict Resolution
✔ Safety & Security Compliance
✔ Team Leadership & Staff Supervision
✔ Flight Turnaround Optimization
✔ Regulatory & SLA Adherence

References

References available upon request.

Timeline

Station supervisor Ethiopian Airlines

Pyrex Aviation LTD
12.2023 - Current

Airport customer service agent

Ethiopian Airlines
10.2018 - 05.2023

Ground handling agent

ZEGA LTD
03.2013 - 10.2018

Diploma of Higher Education - IATA

Fair View Institute
01.2012 - 11.2013

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MPHONYANI SANGA