Office Manager

• Jan 2020 - Present

Groups Manager

• Jul 2016 - Sep 2021

Senior Airport Services Agent

• Aug 2010 - Jun 2016

Key responsibilities:• Ensuring that all passengers are processed and accounted for by the ground handling agent cor- rectly and that they represent the airline brand.• Responsible for developing and inspiring my team to go further, ensuring our operation is cus- tomer centric. This involved performance management when necessary.• Monitoring our mis handled baggage inbox on a daily basis dealing with passenger complaints in a timely fashion ensuring passengers are heard and all cases are resolved in a fair and logic conclusion aiming for passenger retention.• Supervise and ensure that upwards of 500 passengers per flight are checked in with accor- dance of the SLA ’s and report to the gate in a timely manner.• Manage the ticket and reservation counter which per calendar month can generate an excess of £400,000 revenue.• Co-ordinate the offload of inbound aircrafts to ensure strict health and safety guidelines are fol- lowed by the ground handling agents and all baggage is reconciled with the correct passengers.Achievements:• I joined Emirates at entry level Airport Services Agent (Grade 4) and within 18 months was re- warded with a ‘Senior Airport Services Agent’ (Grade 5) role.• Awarded an airline recognition award for helping plan and facilitate a double night stop encoun- tered at Manchester with two cancelled flights at the same time.• Given sole responsibly of completing the monthly summary, a breakdown of the monthly station figures, which is collated from numerous departments and issued to the airport services manager and Head Office in Dubai.• Accepted into the Special Assistance Team, which employees join on a voluntary basis to provide a global safeguard against industry setbacks.• Changed the way the Manchester Station completed the monthly stock order to ensure a three month supply was available at all times improving customer experience.

Emirates Lead Agent

• May 2004 - Aug 2009

Key responsibilities:• Managed a team of 10 check in agents and 2 boarding agents, ensuring airline standards are met including uniform and product standards.• Monitored the check-in and boarding processes while assisting agents with any difficulties that arise. Was in a position to assist with escalated passenger complaints that arisen at the airport and was required to listen and help passengers, whilst upholding airline standards and ensuring the passenger left the situation knowing that the case had been dealt with efficiently.• Accountable for meeting all aspects of the airlines SLA’s and ensuring that business crucial com- pliance was adhered to.• Lead the team in collecting revenue for the airline by means of excess baggage and upgrades and driving the airlines profitability and global revenue.Achievements:• Achieved a promotion to team Leader within 3 years and supervised a team of 12 daily.• Successfully executed a terminal move when Emirates relocated from terminal 2 to terminal 1.• Developed a new process of reporting to the station manager which was rolled out to all teamleaders and resulted in more efficient collation of information which in turn helped identify KPIs.• Took on a key role training relief team leaders and therefore being ultimately responsible for theirfinal sign off as competent.