Overview
Work History
Education
Skills
Accomplishments
Statement
References
Hobbies and Interests
Training
Timeline
Generic

Henok Shegena

Addis Ababa

Overview

14
14
years of professional experience

Work History

Group SMS/QMS Expert & IOSA/ISAGO project coordinator

Ethiopian Airlines Group Quality & Safety Management System
05.2021 - Current
  • Develop an effective SMS/QMS in the airline comprising all the strategic business units and pillars
  • Plan for a continuous improvement of the entire SMS/QMS processes in the airline
  • Implement an effective and efficient compliance, documentation, and management systems for the airline
  • Conduct oversight audit and ensure compliance of different operations- GRH, CGO, CAB, inflight catering, and commercial areas.

Commercial & Ground Services Instructor

Ethiopian Airlines Aviation Academy
11.2017 - 04.2021
  • Deliver classes for a vast number of courses including Sales, Marketing, Safety, Quality, Leadership, Ground Operation services training, etc
  • Plan lessons and assignments, develop training materials
  • Assess students' progress by grading papers, tests, and post exam analysis.

Ticket Office Agent

Ethiopian Airlines
10.2012 - 11.2017
  • Plan, organize Service Operations
  • Ensuring and delivering Customer Service per the standard
  • Acting Change agent, Ace agent and Coach agent.

Airport and Ticket Operations Handling Agent (Axum Station)

Ethiopian Airlines
06.2010 - 10.2012
  • Reserve bookings, issue, exchange, refund tickets, prepare load sheets, trim sheets, passenger manifest, ramp handling, preparing passenger and cargo manifest, handling PRSAs, VIPs, CIPs, handling ramp activities, handling operations, etc.

Intelligence Officer

Ethiopian Revenues and Customs Authority
11.2009 - 06.2010
  • Retrieve hidden fraudulent activities related to internal staffs, customers and things related to document, discrepancies between packing lists with the actual loaded materials.

Education

Diploma in Advanced Computer Application Programs -

Alem Computers

IATA Diploma in Travel and Tourism -

Ethiopian Airlines Aviation Academy
01.2019

MA in marketing Management -

Addis Ababa University
07.2018

Diploma in Airline Marketing and Services -

Ethiopian Airlines Aviation Academy
01.2010

BA degree in Economics -

Bahir-Dar University
07.2009

Skills

  • Communication
  • Team-Work
  • Leadership
  • Analytical
  • Problem Solving
  • Project Management
  • Continuous Improvement
  • Document Management
  • Monitoring Program
  • Quality and Safety Process Auditing

Accomplishments

  • IOSA auditee On February 2020 representing the training and qualification section and completed the audit without any finding and/or observation.
  • Revised the current Ethiopian Airlines Ticketing procedure manual.
  • Revised the current Ethiopian Airlines Group Safety Management System & Quality Management System Procedure Manuals.
  • Revised the commercial & Ground Services School Training procedure manual and Training program or curriculum.
  • Developed seven online courses i.e., Basic passenger fares and ticketing, Advanced passenger Fares & Ticketing, DOT, SPI Course, ISAGO for ground service providers, IOSA Auditor training and Safety Risk Management Course.
  • Proposed six new courses (International Marketing, Branding, E-marketing, Business Marketing (B2B), Airline Marketing & Strategic Marketing) to the Ethiopian Aviation University.
  • Delivered Train the trainer trainings for Zambian Airways, Tchadia Airline and ASKY airline staffs.
  • Completed a 2 million USD worth project called USTDA & coordinated a program of total 24 courses and facilitated train the trainer for more than 800 Ethiopian training participants.
  • Led five successful and major projects as project manager and project coordinator i.e., IOSA 2022 Audit Coordination & Management, SAP & ELMS Training application integrations, SMS in-house software development, Continuous improvement tool automation and ISAGO registration & accreditation program handling.

Statement

I consider myself as a perfect fit for the kind of professionals your organization is seeking for as I have years of ample experience in the field, which ensures my ability fully to demonstrate the roles and responsibilities of which the available position demands. As I mentioned on my CV, early in my career I have had the opportunity to work for a couple of government organizations like Ethiopian Revenue and Customs Authority and Bureau of Finance and Economic development Office in positions ranging from a data collector to more demanding roles like an intelligence officer, during which I was able to significantly enhance my technical and critical thinking skills. Shortly After that I joined Ethiopian Airlines for which I have served for over twelve years as a Ticket Office Agent which demands a considerable amount of contact hours with customers. As a result, I was able to drastically improve on my interpersonal skills. In addition to that, I was able to play a major role in revising the SMS, QMS, ticketing procedures manual and academy procedure manuals to create a more efficient working environment. After that, I was working for Ethiopian airlines Aviation Academy as an Instructor for which I have also contributed by actively engaging in actions undertaken to improve the teaching and learning dynamics. Currently, I am working as an expert for continuous improvement of the airline systems, documentation management system expert, Compliance management system expert, SMS/QMS related trainings course developer, organizational management system expert, group safety and quality expert for the airline and coordinate the IOSA (IATA operational safety audit) & ISAGO (IATA safety Audit for ground Operations) audit programs for the airline along with continuous improvement.

References

  • Elias Teshome, ISAGO Auditor, +251911697492, eliasts@ethiopianairlines.com
  • Shahir Said Saleh Al Kindy, IATA Instructor, +97339423858, shahir.alkindy@yahoo.com
  • Ali Kedir, Manager Sales & Marketing Western Africa, +251912022760, alik@ethiopianairlines.com
  • Tamirat Negash, Ticket Office Supervisor, +251911053226, tamratn@ethiopianairlines.com
  • Mekdes Dagnachew, Global Call Center Supervisor, +251911428318, mekdesd@ethiopianairlines.com

Hobbies and Interests

  • Reading
  • Volunteering

Training

  • ISO-19011-2018 Management System Auditing
  • Lean Six Sigma Training
  • Safety Performance Indicator Training
  • Safety Risk Management Training
  • Fundamental SMS Training
  • Root Cause Analysis Training
  • ISAGO for Ground Services Training
  • Instructional Design Training
  • Interview & Recruitment Skills Training
  • Exam Development and Management Training
  • IOSA Conformance Auditor Training
  • ISO 9001:2015 QMS Implementation & Development Auditor Training
  • IOSA Workshop Training

Timeline

Group SMS/QMS Expert & IOSA/ISAGO project coordinator

Ethiopian Airlines Group Quality & Safety Management System
05.2021 - Current

Commercial & Ground Services Instructor

Ethiopian Airlines Aviation Academy
11.2017 - 04.2021

Ticket Office Agent

Ethiopian Airlines
10.2012 - 11.2017

Airport and Ticket Operations Handling Agent (Axum Station)

Ethiopian Airlines
06.2010 - 10.2012

Intelligence Officer

Ethiopian Revenues and Customs Authority
11.2009 - 06.2010

Diploma in Advanced Computer Application Programs -

Alem Computers

IATA Diploma in Travel and Tourism -

Ethiopian Airlines Aviation Academy

MA in marketing Management -

Addis Ababa University

Diploma in Airline Marketing and Services -

Ethiopian Airlines Aviation Academy

BA degree in Economics -

Bahir-Dar University

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Henok Shegena