DN SD Supervisor (Data Analysis)
The Emirates Group - dnata
Total years of experience :6 years, 10 Months
manage the compliments handling process within the department and ensure necessary recommendations are updated via Q-Pulse
produce reports and presentations on the internal performance of the business against strategic KPIs. Ensure that this information is timely and accurate and that it effectively highlights areas of opportunity or risk to the business
proactively research new data sources or make modifications to existing systems so as to could give more insight into the performance of the business
compile and provide statistical / supporting data as advised by management, by way of presentations, business cases and management information reports.
attend weekly/monthly meetings with Line Managers and Customer Airlines / front - line staff to discuss departmental / operational projects and brief all concerned of the key performance indicators outlined by management. Understand information needs and requirements of Airlines / customers and recommend action plans in support of the same
design, develop automated reports via SharePoint & other corporate applications to capture & analyze various data related to departmental operations.
investigate, analyze and respond to customer complaints which may be received through various sources and ensure same is communicated via the Quality (DNCRM) team.
Monitor & prepare monthly reports related to all charges levied to customer airlines for various ground handling services provide by the department
Maintain a performance index analysis tool through capturing and recording all departmental service failures as registered on the operations and other related reports
provide front line staff within the department, training on how to use management information systems, how and when to record data and ensure procedures and controls are built in to ensure the timely recording of information, data accuracy and confidentiality
design, maintain and modify databases/spreadsheets as per the requirements outlined by Management
keep the databases/spreadsheets tuned for optimum performance by conducting regular house-keeping, controlling access rights, and by ensuring regular back-ups
collate and update operational data on a daily basis
check data authenticity and produce monthly performance reports of the Key Performance Indicators (KPI) outlined by the management
ensure timely, accurate reports and represent data in a logical and meaningful manner
compile and provide statistical data as advised by management
provide presentations, business cases and management information reports, giving a year to date analysis, growth ratios, and performance indices
prepare and submit exception reports identifying trends and variances
assist the department in escalating significant anomalies to the respective airlines and airport authorities and initiate service recovery
provide recommendations to Line Managers on changes or improvements required on the existing systems with regards to data input, storage and retrieval in order that information can be easily uplifted to the database ad statistical analysis possible
assist Line Managers in weekly/monthly meetings with customer airlines/front line staff to discuss departmental/operational projects
brief all concerned KPI outlined by the management to monthly/weekly meetings
understand information needs and requirements of airlines/customers and recommend action plans in support of the same
provide trainings to data entry operators within operations about the use of management information systems
provide a know-how to data entry operators regarding when and how to record data and ensure procedures and controls are built in to ensure the real time information records, data accuracy and confidentiality
set and agree service standards with operational areas and other departments with regards to how, when and in what the data format should be
REMAN (Remanufacturing)
in charge of reports and analysis requests
lead a team of 4 at the workshop
allocate tasks and provide schedules to team members
create, analyze and interpret weekly Planning Sheets for MEAP plants
rebuild tools and ensuring proper structure in SAP mirroring MAPs
Investigate and track cost for the repair of tools to reduce maintenance costs
coordinate with REMAN (remanufacturing) process in worldwide locations
communicate with stores team for material requests
work with 90 technicians on a daily basis (24/7 on call) and attend to their queries
raise, monitor RCE (Repair Cost Estimate) and report to Asset Management/Finance
analyze and provide weekly Global Idle Equipment report to Houston plant
provide and submit TEMPO (Global file) on a monthly basis
negotiate with logistics, inventory, and asset management departments
record details of stock return reports and queries
train new members of the team
ADMINISTRATIVE
book timesheets for technicians through MS Excel and SAP
compile and analyze weekly overtime hours trend to be reported to management/finance
submit workshop monthly OT and bonus allowances to KL Payroll
provide monthly efficiency report to workshop and management
provide monthly ManHour/Headcount data to HSE department
create PO (purchase orders) for the whole workshop - 1 month reliever
manage accommodation and visa for technicians and guests - 1 month reliever
book daily transportation for workshop - reliever
CUSTOMER SERVICE REPRESENTATIVE
create Delivery Tickets for tools and coordinate with stores, inventory and logistics team
respond to queries from other locations globally
provide Repair and Return updates to other locations on weekly basis
analyze and correct product data mismatches between billing systems (SAP SRM and Siebel CRM)
raise queries to technical team for product issues found between the 2 systems
create stats, data fixes and gap analysis files from excel spreadsheet
compose emails for queries, email response and follow-ups to stakeholders
use vlookup and pivot on a daily basis to analyze data
able to negotiate with other team
record details of inquiries, comments and complaints
record details of actions taken
communicate and cooperate with internal departments
ensure the proper inputs of B2CC/billing customer data (postcode, address, country, etc) from CRM tool to spreadsheet
handle queries and concerns from customers regarding b2cc customer data
create and report b2cc customer data stats to Senior Analyst, Team Manager and any other Internal Departments
analyze products and customer data extracted from Siebel CRM to ensure proper billing
track and map contracts for billing purposes
raise and answer queries for product billings to and from account managers
record details of inquiries, comments and complaints
record details of actions taken
report data analysis file to Senior Analysts and Team Manager
responsible for the proper and successful migration of products
resolve and handle customer data use for product migration
report issues regarding product migration to account managers and team manager
TERTIARY: Bachelor of Science in Entrepreneurial Management Polytechnic University of the Philippines