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baldwin okoth, Customer Service Representative

baldwin okoth

Customer Service Representative·Swissport Kenya

Kenya

Bachelor's degree, criminology and security

Work experience

Total years of experience: 3 years, 5 months

Customer Service Representative

June 2022 - October 2025

Swissport Kenya

Nairobi, Kenya

June 2022 - October 2025

doing check-in and document check

Company industry:
Aviation Support Services

Education

muranga university of technology

September 2023

September 2023

Bachelor's degree, criminology and security

Kenya

Projects and Achievements During Studies 1. Research Project: “Factors Contributing to High Crime Rates in Urban Areas” Conducted an in-depth study analyzing causes of crime in Nairobi’s high-risk neighborhoods. Applied quantitative and qualitative research methods to collect and analyze data from community reports, police records, and interviews. Identified socio-economic, environmental, and systemic factors leading to crime, and proposed practical crime prevention strategies. Presented findings to faculty and peers, earning commendation for comprehensive risk assessment methodology. 2. Case Study: Aviation Security Threat Assessment Developed a case study on airport security vulnerabilities, focusing on passenger screening, document verification, and emergency response. Recommended improvements in threat detection and passenger safety protocols. Gained practical insights into real-world aviation security operations, directly aligning with your internship experience at Swissport Kenya. 3. Disaster Management Simulation Exercise Participated in a campus-based disaster response drill, simulating natural and human-made emergencies. Role included coordinating response teams, managing communications, and documenting incident reports. Recognized for strong leadership and problem-solving under pressure. 4. Security Intelligence & Risk Assessment Project Conducted a project evaluating risk assessment models used in public and private facilities. Designed a framework to prioritize potential threats and enhance mitigation strategies. Applied knowledge of incident reporting, security policy compliance, and surveillance technologies. 5. Community Safety and Awareness Initiative Led a small-scale initiative with fellow students to educate local communities on safety and crime prevention. Developed training materials and workshops for risk awareness and emergency preparedness. Resulted in positive feedback from participants and faculty supervisors. 6. Internships / Practical Exposure National Intelligence Service (NIS) – Shadowed operations related to criminal investigations and threat analysis. Independent Policing Oversight Authority (IPOA) – Gained exposure to policy compliance, reporting standards, and oversight procedures. Developed professional skills in risk assessment, documentation, and stakeholder coordination. Achievements & Recognition Awarded commendation for best research project in Disaster Management coursework. Recognized for exceptional teamwork and leadership in simulation exercises. Applied academic knowledge in practical settings, bridging classroom learning with professional experience.
View attachment

Skills

Incident Analysis
Intermediate
Incident Analysis
Intermediate
Risk
Expert
Risk
Expert

Languages

English
Expert

Hobbies

  • Situational awareness and personal safety practices
    Successfully completed Bomb Threat Response and Emergency Preparedness Training, demonstrating readiness to handle high-risk security incidents. Recognized for excellence in compliance and passenger safety during service as a Passenger Handling Agent at Swissport Kenya. Commended for effective incident reporting and operational coordination in high-pressure aviation environments.