Senior customer service cargo
British Airways
مجموع سنوات الخبرة :22 years, 6 أشهر
Supervise the daily operations of the cargo office
-ensure all activities carried out in a safe and secure fashion in keeping with local regulations and company standards.
-Ensuring the budget is adhered to.
-Offering seamless customer service to all clients.
-Maintaining cordial professional relations with all government entities - Police Customs
-Ensuring all Vendors adhere to the agreed SLAs
• Always ensure that the British Airways Hallmarks are met and exceeded.
• Support station customer service focus. Assist with design/implementation/communication of new policies/procedures, update manuals and attend/host ad hoc briefings and meetings with service partners
• Ensure UK Border Agency procedures are followed to ensure that visa or passport irregularities are addressed before travel so that immigration fines are not incurred
• Plan and prepare for daily Flight Operations- and smooth counter functioning.
• Constant communication with Line Manager on improving customer journey and experience.
• Manage all duties connected with the lounge to ensure BA and oneworld customers have an enhanced, pre-flight experience. Ensure the cleanliness and presentation of the lounge meet corporate standards. Own the accounting process for all activities relating to the lounge (for British Airways, Cathay Pacific, other oneworld carriers and the caterers). Communicate and action customer feedback that may be received in the lounge. Proactively look for service recovery measures for lounge customers who may have CR issues
•
• Providing direct supervision of assigned shift personnel by communicating performance expectations, monitoring work activities, scheduling and mentoring personnel and resolving employee conflicts.
• Coordinating the activities of all personnel to ensure compliance with policies, procedures and the delivery of customer and operations services.
• Making immediate decisions necessary to ensure the continued safe operation of Spicejet airlines with the intent to eliminate or mitigate operational delays, and/or negative impact to customers,
• Overseeing the publication of all shift logs and reports.
• Providing support to the Airport Manager and/or serving as the main contact point for communications with airport management and executive staff during incidents that affect airport operations.
• Working on special assignments, preparing presentations and conducting various internal audits.
• Responding to emergencies, routine and/or non-routine events; upon consultation with the Airport Manager.
• Resolving customer complaints received during assigned shift.
• Managing an overall staff strength of 100 Guest Services Agents through 8 Team Leaders - End to End accountability of customer satisfaction & punctuality (OTP) for the Bangalore station.
• Ensuring complete compliance with set company procedures and standards in all aspects of the operation -
Safety & Security.
• Implementing targets for various performance monitors - customer service, punctuality, baggage delivery.
• Regular meetings/liaison with various service providers to ensure all issues are resolved in a timely manner - to ensure smooth and efficient operations.
• Ensuring adequate measures are implemented and maintained in order to protect the safety and security of the whole operation, including aircraft, passengers, cargo, baggage and employees. Monitor all aspects of the airport operation.
• Managing employees through a combination of goal setting, regular reviews, coaching, training, motivation and delegation.
• Preparing and constantly reviewing local procedures or Diversion / Delay Handling / Disruptions and Emergency procedures for the reference of both airline staff and those of the handling agency.
• Controlling expenditure within the predefined parameters of the station budget. Maximizing revenue from excess baggage collections and airport ticket sales and/or by securing additional interline traffic.
• Overall responsibility for resolving various customer issues and grievances at different contact points
• Following up passenger related grievances with Customer Care
• Decision making that is apt, logical, practical & economic - especially during flight disruptions & contingencies
• Cumulating and logging various events in the Daily Shift report
Achievements
• Played a key and integral part in launching Kingfisher’s maiden International venture with IT001 to LHR
• Coordinated the smooth operational merger and takeover of Air Deccan.
• Setup and Managed the “Crisis Management Team” - Resulted in significant increase in customer satisfaction during flight cancellation & disruption.
• Passenger Facilitation • Validation course on Aviation Security conducted by
• Check-in Bureau of Civil Aviation Security (BCAS)
• Flight Control • X-Ray of check-in baggage
• Boarding • Passenger frisking
• Passport and documents checks • Counter surveillance
• Assisting families, unaccompanied minors, physically • Passenger profiling
challenged and other special seat requests
Achievements
•Played a key role in setting up the Station Emergency Procedure manual for both Accidents & Incidents which can be applied for both Airlines and Airports.
• Took onus and responsibility for all the safety aspects of the station - Ramp safety, Fire safety (for both office and operational areas), and Health and Safety for both British Airways employees and the handling agencies.
• Station online Trainer for Immigration related updates
• Leading a team of CSAs (Coaching & Mentoring) • Check in services on departure control systems
(ACSI)
• Motivation & skill development of team members • Pre-flight editing
• Monitoring various VIP and Diplomatic movements • Reservation and ticketing
• Crisis Management -Handled delayed and disrupted • Ramp Handling-Inspection of cargo and baggage,
flights and DNB situations loading of aircraft under guidelines of DGCA (Director
General of Civil Aviation) and coordination with the
engineers
• Licensed by DGCA to prepare Load & Trim sheet for • Passenger Facilitation
the following aircraft: Boeing 737-400, 700, 800, 900,
ATR-72-500 series of aircraft