MOSES OKURAJA
Dubai, United Arab Emirates
LinkedIn: linkedin.com/in/moses-okuraja-2bab301a5
PROFESSIONAL SUMMARY
Results-driven communication specialist and content strategist with 19 years
of progressive experience in aviation customer service management and
25+ years as a published writer. Proven track record in operational
excellence, team leadership, and stakeholder engagement within highpressure airport environments. Published author with expertise in customer
service strategies, content development, and organizational communication.
Seeking a management position to leverage extensive aviation operations
knowledge, leadership capabilities, and strategic communication skills to
drive organizational success.
PROFESSIONAL EXPERIENCE
Service Delivery Officer
Emirates Group, Dubai, United Arab Emirates | 2012 - 2019
• Managed service quality standards across multiple operational
touchpoints, ensuring 95% customer satisfaction ratings through
systematic process improvements and staff training initiatives
• Analyzed service delivery metrics and customer feedback data to identify
improvement opportunities, resulting in 30% reduction in passenger
complaints over 2-year period
• Collaborated with cross-functional teams including operations, customer
service, and ground handling to streamline passenger processing
procedures and reduce turnaround times by 20%
• Developed and implemented service recovery protocols that improved
first-contact resolution rates by 40%
• Conducted regular quality audits and compliance checks, maintaining
100% adherence to International Air Transport Association standards
• Mentored and coached team of 15 airport services agents on customer
service excellence and operational procedures
Area Airside Supervisor
Emirates Group, Dubai, United Arab Emirates | 2008 - 2012
• Supervised daily airside operations for 25-30 staff members across
multiple gates, managing aircraft turnarounds for 40+ daily flights
• Coordinated with airline operations, ground handling, security, and air
traffic control to ensure on-time performance of 92%, exceeding
company targets by 7%
• Implemented safety protocols and conducted regular safety briefings,
achieving zero safety incidents during tenure
• Optimized resource allocation and staff scheduling, reducing operational
costs by 15% while maintaining service quality standards
• Resolved complex operational issues and customer service escalations,
maintaining professional relationships with airline partners and
stakeholders
• Trained and developed 50+ new airport services agents on airside
procedures, safety regulations, and customer service standards
Senior Airport Services Agent
Entebbe Handling Services, Entebbe, Uganda | 2004 - 2008
• Performed comprehensive passenger service functions including checkin, boarding, baggage handling, and special assistance coordination for
international flights
• Processed 200+ passengers daily with 98% accuracy rate in
documentation and ticketing procedures
• Managed irregular operations including flight delays, cancellations, and
passenger rebooking, ensuring minimal disruption to passenger journeys
• Served as primary liaison between airline management and ground
operations team, facilitating clear communication and operational
efficiency
• Recognized as Employee of the Quarter twice for outstanding customer
service and operational performance
Freelance Features Writer
New Vision, Daily Monitor (Uganda) & Gulf News (Dubai) | 1998 - Present
• Produced 100+ feature articles on social issues, politics, business, and
culture for leading East African and Middle Eastern publications
• Researched, interviewed, and wrote in-depth stories that increased
reader engagement and sparked public discourse on critical social topics
• Maintained ongoing freelance relationships with multiple publications
while working full-time, demonstrating exceptional time management and
writing efficiency
• Developed content for various digital platforms and websites, adapting
writing style to different audiences and formats
• Consistently met tight editorial deadlines while maintaining high
journalistic standards and factual accuracy
Research Assistant
World Food Programme, Uganda | 2000 - 2001
• Conducted field research on food security and humanitarian assistance
programs in rural Ugandan communities
• Collected and analyzed data on program effectiveness, beneficiary
satisfaction, and distribution logistics
• Prepared comprehensive research reports and presentations for
program managers and international stakeholders
• Collaborated with local communities and government officials to gather
qualitative and quantitative data
EDUCATION
Postgraduate Diploma in Journalism
Uganda Management Institute, Uganda | 2002
Bachelor of Social Sciences
Makerere University, Uganda | 2001
Major: Social Administration | Minor: Political Science
PUBLICATIONS
• Author: "Inside the Story of Customer Services" - Published by
AuthorHouse Publishing, available on Amazon.com
• Contributor: 100+ feature articles published in New Vision, Daily
Monitor, and Gulf News (1998-Present)
SKILLS
Leadership & Management: Team supervision, staff training and
development, performance management, conflict resolution, stakeholder
engagement
Communication: Strategic communication, content development, public
speaking, report writing, editorial writing, stakeholder presentations
Technical Skills: Microsoft Office Suite (Word, Excel, PowerPoint),
customer relationship management systems, airport operations systems,
data analysis
Industry Knowledge: Aviation operations, customer service management,
quality assurance, IATA regulations, safety and security protocols
Languages: English (Native), Swahili (Fluent)
CERTIFICATIONS
• AI in Publishing Certification
• International Leadership Certification
KEY PROJECTS & ACHIEVEMENTS
• Customer Service Excellence Initiative: Spearheaded comprehensive
customer service training program for Emirates operations team,
resulting in 25% improvement in customer satisfaction scores and
recognition from senior management
• Process Optimization Project: Led cross-departmental initiative to
streamline passenger check-in procedures, reducing average processing
time by 3 minutes per passenger and improving overall operational
efficiency
• Published Author: Successfully authored and published comprehensive
guide on customer service strategies, drawing from 19 years of aviation
industry experience
• Content Strategy Development: Created and managed content for
multiple digital platforms, demonstrating versatility in communication
across traditional and new media channels
