Customer Relations & Operations Manager
IKEA
Total years of experience :32 years, 3 Months
• Management of over 80 co-workers in the IKEA Abu Dhabi store across 4 departments. Customer Service, Checkouts, Health Safety & Maintenance and Home Delivery.
• Working in line with primary KPIs to ensure consistency of service to internal and external customers.
• Development of processes and procedures to create an effective and efficient workplace.
• Maintain and negotiate third party contracts currently providing services to IKEA customers.
• As part of the store commercial group make decisions to enhance the store performance and attract new custom to the store.
• Work effectively with municipality and Yas Island stake holders.
• Personnel management including training, hiring, team building, performance and appraisal review
• Explore ongoing business opportunities and deliver constant service level agreements clients
• Set, monitor and maintain procedures to ensure enhanced levels of customer service
• Develop training and maintenance programs to ensure all staff are working within the same guidelines and meeting company standards
• Maintain staff records regarding payroll, training and personnel records
• Continually monitor staff current licensing and airport identity in line with UK DFT (UK Dept for Transport) regulations
• Emergency response and crisis management for clientele
• Ensure all company standards are maintained at each level
• Operating as Senior Cabin Crew on the fleet of Boeing 747, 737 and Lockheed Tristar aircraft
• Ensure the safety and security policies and procedures maintained at all times
• Motivation and supervision of 18 crew members on each flight, often working on behalf of 3rd party airlines such as Saudia and Air France
• Lead the team in ensuring the each on board service plan was followed to company standard.
• Administrative duties included staff performance reviews and in-flight reporting. Responsible for pre and post flight briefing sessions and direct communication with Cabin Crew Management / training teams to review and develop on board service and performance.
• Based worldwide, operating for various airlines including Saudia (Hajj program), UK Charter Airlines and European Scheduled Carriers.
• Initially employed as Passenger Agent working within Manchester Airport.
• Promoted through various levels including flight controller, supervisor and eventually trainer.
• All previous skills learned through on the job training, now put into practice from a training perspective
• Training program creation from general induction training for all employees, to specific IT training for airline teams.
• Mircosoft Access Databases created and developed in order to maintain training and personnel records
• Mandatory training records regarding licenses and security identity processes are up to date and constantly evaluated
Btec Higher National Diploma in Business and Finance
National Diploma in Business and Finance
8 x GCSE above grade C Including mathematics, english language, french and business studies