Experience

TransPennine Express

• United Kingdom
• Transportation/Trucking/Railroad
• 300 - 400 Employee

• Service Delivery Controller

  • Jan 2021 - Present

• Resource Deployment Allocator

  • Jan 2020 - Jan 2021



Parfums Christian Dior

• France
• Personal Care Product Manufacturing
• 700 & Above Employee

• Fragrance Consultant

  • Oct 2019 - Jan 2020

  • Provide product knowledge, sales, increase revenue and promote repeat business • Success in driving year on year growth in fragrance sales - based on 2018 Q4 results, fragrance growth of approx 26% on last year • Achieved increased in customer base YTD by successfully promoting Dior VIP membership, resulting in securing repeat business & growth • Enhanced the customer experience and improved customer satisfaction scores • promoting the brand and providing a personalised luxury service to customers. • Consistently achieving personal sales targets & successfully winning sales incentives. • Proactively up sell & link sell products- proven track record in increased Average unit sales & Average Transaction Value. Show less



Thomas Cook Airlines Limited

• United Kingdom
• Aviation and Aerospace Component Manufacturing
• 100 - 200 Employee

• Customer Disruption Operations Coordinator

  • Jun 2019 - Oct 2019

  Coordinating disruption across Thomas Cook Airlines UK fleet and ensuring end to end customer service delivery and communication throughout • Coordinating internal communication flow between key stakeholders- positive feedback received from stakeholders regarding success of the role & improved communication effectiveness. • Co-ordinate with Ground Handling Centre, Social Media, Duty Office, In Destination Managers & Operations Control Centre teams to ensure customer and internal communications concerning operational disruption are delivered in a timely manner • Make time critical changes & decision making with regards to crew, fleet & customers to minimise the impact of disruption- Successful in reducing number of 3 Hour delays at approximate cost of £100000 per delay to the airline. • Improve NPS & reduce customer complaints regarding disruption • Improve communications to customers by drafting ad-hoc letters for operational disruption- Customer satisfaction/NPS scores increased based on same period June- Sept 2018, following the introduction & success of the CDOC role. • Foster relationships & serve as a facilitator between all key stake holders during the customer journey • Review social media during disruption to assess customer mood and feedback this to relevant departments. Using social media posts to ascertain if additional communication is required. Proven results in the reduction of negative social media traffic/posts in relation to delays & disruption based on pervious years results. This is due to CDOC providing & coordinating an improved communication flow between departments & customers. • Auditing of all communications sent out to customers- Audit results showed improvement in accuracy of communication flow to customers. Show less



Manchester Airport

• United Kingdom
• Airlines and Aviation
• 700 & Above Employee

• Security Duty Manager

  • Oct 2017 - Oct 2019

  • Leading of a large operational team in a heavily compliance regulated and fast paced service environment • Interpreting data including resource allocation & passenger demand in order to make critical operational decisions • Overall operational accountability • Leadership, direction and line management to 25 managers/supervisors including performance management, recruitment and development • Drive performance through effective implementation of policies and procedures in line with compliance, attendance and HR processes- • Actively liaise with key stakeholders and Business Partners to plan, carry out and review all aspects of service delivery, promoting a continuous improvement culture and cascading change through various management levels- Successful in achieving improved operational efficiency by driving new methodologies. I acted as project lead in pioneering the reduction in use security trays per pax, increasing available capacity for customer processing & maximising assets. Proven results in improved x-ray performance by driving more trays per hour = increased numbers of customers processed through security per hour, resulting in SLA’s exceeded & improvements in NPS. Failure to achieve SLA resulted in fines being paid out to airlines so I contributed in the reduction of business costs due to reducing security wait times & customer complaints. • Responsible for the implementation of all aspects of contingency and emergency response plans • Review operational performance to establish performance trends & make operational decisions to ensure business continuity. Analyse data & produce accurate reports on performance in order to • Create and maintain a safe working environment including asset ownership • Reactive & Proactive problem solving • Communication & relationship building at stakeholder level to improve working relationships between airlines & MAG. Show less

• Security Team Manager

  • Apr 2016 - Oct 2017



British Airways

• United Kingdom
• Airlines and Aviation
• 700 & Above Employee

• Customer Service Manager

  • Apr 2011 - Apr 2016

  British Airways - Customer Service Manager /Cabin Manager 13th Apr 2011 - Apr 2016 • Direct report manager to a team of 8 cabin crew • Leader of day to day on-board teams, motivating, inspiring and performance managing crew to deliver excellent customer service and BA's company vision • Effective communication, collaboration and motivating and inspiring colleagues • Performance Management & Implementing formal and informal discipline procedures when necessary as per HR Guidelines • Accountability for delivery of excellent customer service on board, OTP & reduction of costs- EU261 • Recruitment of new cabin crew • Responsible for Safety and welfare of passengers and crew on board • Leading and promoting a just safety culture= 100% pass rate on all safety audits carried out on my services • Working closely with our service providers and partners on a daily basis to ensure a reliable service is provided for our customers • Networking with Key stake holders to build better working relationships Show less



Monarch Airlines

• United Kingdom
• Travel Arrangements
• 200 - 300 Employee

• Cabin Crew

  • May 2007 - Oct 2011