Ruth Malefo Thebenala
Aviation Consultant
Gaborone
Summary
A University of Botswana graduate with Bachelor of Business Administration (Marketing) backed by forty (40) years of uninterrupted airline experience. A self-motivated, solution oriented aviation professional with a wealth of experience and diverse background in ground, cargo, cabin and security operations, Station management, lounge and cabin services management which are augmented by a thorough understanding of regulatory requirements, knowledge of Quality and Safety, Emergency Response Plan and management of change Processes and hands on experience in IOSA and AOC certification. An airline IOSA Internal and external Auditor, Safety and Quality Auditor and Safety trainer holding Civil Aviation Authority of Botswana CAAB authorization in Safety Management System (SMS) and cabin services. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
41
41
years of professional experience
2
2
Languages
Work History
Aviation Consultant
Self-employeed
12.2023 - Current
- Providing consultancy services in aviation training, aviation auditing
- Production of Operator manuals
- Preparing operators for certification such as Air Operator certificates, IATA Operational Safety Audit (IOSA) and other services as appropriate
Operations Quality And Safety Specialist
Air Botswana
03.2020 - 11.2023
- Assessed compliance and conformance of the airline and its service providers in relation to aviation safety standards and regulations annually or as need arise
- Conducted over sixty (60) surveillance activities to verify compliance with the applicable safety and regulatory framework, international standards and corporate approved manuals and procedures
- Supported the Corporate Quality and safety Management Systems through annual audit planning, audit execution, reporting and audit follow up
- Monitored Risk register for hazard identification, incident reports, risk assessment and management processes on monthly basis
- Implemented management of change processes as appropriate
- Executed safety training for over one hundred crew and ground operations personnel as per training program and annual schedule
- Produced monthly safety and quality report
- Attended monthly and quarterly safety division and inter division meetings.
- Enhanced workplace safety by conducting regular inspections and identifying potential hazards.
- Organized regular meetings with cross-functional teams to discuss ongoing safety initiatives, challenges, and opportunities for improvement.
- Reviewed and analyzed safety data and statistics to identify trends and areas requiring improvement.
- Devised and monitored safety performance metrics to assess and improve safety performance.
- Investigated accidents and incidents, recommending corrective actions to prevent future occurrences.
Safety Instructor/Quality And Safety Auditor
Air Botswana
03.2013 - 03.2020
- Developed training program and execute training for ground services personnel
- Provided Quality and Safety assurance - carried out over twenty quality and safety audits annually.
- Conducted safety audits and inspections to identify workplace hazards and deficiencies.
- Researched and devised new safety initiatives and strategies to improve safety performance.
- Investigated incidents, determining root causes and implementing corrective actions.
- Actively participated in cross-functional meetings to discuss ongoing safety concerns, share insights, and collaborate on solutions.
Inflight Services Manager
Air Botswana
01.2017 - 10.2019
- Submit inflight services audit requirements to corporate Quality Safety and Environment every year
- Submitted budget estimates to the division head three months prior to commencement of budget process
- Spearheaded and attained E170 certification in 2019
- Developed long term cabin crew training program
- Drove training cost reduction by adherence to approved training program
- Rendered administrative support to all the training team
- Managed monthly and other key meetings with internal and external parties
- Interface with all approved trainers and approved training organizations
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Evaluated staff performance based on Performance Management System schedule
- Reduced inflight services cost by 5% through the use of disposable containers.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Assistant Manager - Passenger Services
Air Botswana
01.2016 - 01.2017
- Participated in negotiations of standard Ground handling agreements when they fell due
- Attended division monthly business review meetings
- Coordinated all ground operations activities in passenger, baggage and lounge services to meet financial year budget
- Ensure standard of safety and security are delivered in accordance with regulatory requirements, airline policies and procedures
- Evaluated weekly performance reports to verify Customer airlines are served as per contract and Service Level agreement
- (SLAs)
- Monitored Customer satisfaction through feedback forms distributed every three months
- Collaborated with aviation/ airport stakeholders frequently to enhance stakeholder relationships
- Analyzed daily division on time performance to confirm attainment of required standard of performance
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Responded to Quality and safety audit and inspection deficiencies within fourteen days as stipulated in the Corporate Quality Manual
- Increased customer satisfaction introducing self-service at the Pula Lounge.
- Monitored security to protect employees, customers and property.
Assistant Manager - Cargo Services
Air Botswana
01.2014 - 01.2016
- Planned and organized the activities of the cargo and freight section and establish operational systems and procedures
- Orchestrated and implemented cargo procedures consistent with national and international regulations
- Boosted cargo revenue by introducing the cargo spot management system to enhance productivity and quality in logistics
- Re-engineered Ground Support Equipment maintenance program to include modern equipment.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
Acting Passenger Services Manager
Air Botswana
01.2013 - 11.2014
- Overhauled the Ground Operations Manual to meet regulatory compliance and IOSA and best practice
- Coordinated ground operations activities to ensure they are delivered in accordance with conditions of Air operator certificate (AOC) international and airline standards and best practice
- Planned and organized resources to meet regulatory compliance and operational standards through use of fort night duty rosters
- Trained and developed all ground operations personnel to improve proficiency and minimize operational risk
- Collaborated with multiple airport stakeholders to develop business relationships
- Carry out Risk identification analysis and management prior to implementing change
- Developed Customer satisfaction excellence culture with the division
- Negotiated ground handling contracts with customer airlines and services as they fall due
- Responded to audit / inspection noncompliance and non-conformance within stipulated time lines.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Cross-trained existing employees to maximize team agility and performance.
Station Manager - Maun And Francistown
Air Botswana
01.2009 - 01.2013
- Accountable for planning directing and controlling all ground handling aspects of the station to ensure a safe, healthy, secure, and cost-effective ground operations and sales office in the station
- Ensure all station activities are executed in compliance with regulatory requirements, company policies, standard operating procedures (SOPs) and industry best practice
- Monitor and ensure high standard of punctuality, to promote brand loyalty and customer retention
- Ensure service to customer airlines is delivered as per signed contract and service level agreement (SLAs)
- Ensure safety and quality critical activities are conducted
- Ensure trained personnel level and shift patterns are optimized.
- Led team meetings to communicate updates, reinforce expectations, and foster open communication among staff members.
- Managed staff schedules for optimal coverage, ensuring excellent customer service and smooth operations.
- Improved station efficiency by implementing new operational strategies and streamlining processes.
Assistant Manager Cabin Services
Air Botswana
01.2000 - 01.2009
- Ensure a safe, secure, and cost-effective provision of inflight meals and supplies
- Prepare and manage cabin Services budget
- Plan and optimize required resources
- Supervise outsourced service provider - in flight caterers.
Assistant Manager In-flight Services
Air Botswana
01.1996 - 01.1999
- Encouraged daily safe and secure cabin operations through effective staff training
- Planned and optimized required resources to meet all time international standards
- Periodically review Cabin crew training to ensure continuous suitability, adequacy, and effectiveness to meet desired safety performance.
Cabin Services Supervisor
Air Botswana
01.1990 - 01.1996
- Embraced supply and timely loading of inflight supplies and meals for all departures
- Oversee that cabin grooming is delivered safely and in the most economical way following established procedures on all aircraft
- Instilled a culture of on time performance on all functions of Cabin Services.
- Liaised with ground staff for seamless transfer of information regarding passenger requirements or special requests.
Cabin Crew Training Officer
Air Botswana
01.1987 - 01.1990
- Facilitated both ground and In-flight Cabin crew training following year to year training plan
- Maintained safe and secure cabin operations through regulatory compliance and adherence to SOPs on all functional activities
- Managed and maintained training records and related documents at all times.
In-flight Training Officer
Air Botswana
01.1985 - 01.1987
- Expedited all in-flight training programs including all line checks for cabin crew and updating and storing all training records accordingly and when due.
- Implemented post-training surveys and evaluations in order to measure the efficacy of delivered courses.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
Cabin Crew
Air Botswana
01.1983 - 01.1985
- Diligently accorded passengers, crew and aircraft safety and comfort by adherence to company documented policy, procedures and civil aviation regulations every day
- Rendered high-level of on-board services on flight by flight
- Contributed to the corporate on-time performance (OTP) through adherence/compliance to company policies and standard operating procedures on all operational activities.
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
- Contributed to airline''s reputation for punctuality by swiftly completing cabin preparation tasks prior to passenger boarding.
Education
No Degree - Business Management
04.2013 - 2014.04
Bachelor Of Business Administration (Marketing) - undefined
01.2004 - 2009.04
Skills
Operational excellence
Awards
- 07/2023, Accomplished Eswatini Air IOSA Awareness Workshop coordinated by AFRAA
- 2019, Successfully led the first Air Botswana E170 aircraft certification being Inflight Services Manager
- 2017, IATA certificate of recognition for driving IATA Safety Audit for Ground Operations (ISAGO).
- 2015, Approved by Botswana Qualification Authority as an Airline Trainer.
- 2012, Recipient of IATA certificate of recognition as SMS implementation professional.
Timeline
Aviation Consultant - Self-employeed
12.2023 - Current
Operations Quality And Safety Specialist - Air Botswana
03.2020 - 11.2023
Inflight Services Manager - Air Botswana
01.2017 - 10.2019
Assistant Manager - Passenger Services - Air Botswana
01.2016 - 01.2017
Assistant Manager - Cargo Services - Air Botswana
01.2014 - 01.2016
University Of Stellenbosch - No Degree, Business Management
04.2013 - 2014.04
Safety Instructor/Quality And Safety Auditor - Air Botswana
03.2013 - 03.2020
Acting Passenger Services Manager - Air Botswana
01.2013 - 11.2014
Station Manager - Maun And Francistown - Air Botswana
01.2009 - 01.2013
University Of Botswana - Bachelor Of Business Administration (Marketing),
01.2004 - 2009.04
Assistant Manager Cabin Services - Air Botswana
01.2000 - 01.2009
Assistant Manager In-flight Services - Air Botswana
01.1996 - 01.1999
Cabin Services Supervisor - Air Botswana
01.1990 - 01.1996
Cabin Crew Training Officer - Air Botswana
01.1987 - 01.1990
In-flight Training Officer - Air Botswana
01.1985 - 01.1987
Cabin Crew - Air Botswana
01.1983 - 01.1985
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