Customer Services Supervisor
Civil Aviation Authority of Zimbabwe
Total des années d'expérience :29 years, 7 Mois
Customer Services Supervisor March 2003 - Present
Civil Aviation Authority of Zimbabwe
Responsibilities:-
• Ensuring all staff are present and on time for duty
• Touring of workplace before start of day, to ensure availability of resources for staff to use in executing duties, checking on cleanliness of terminal.
• Preparing daily briefs before 0800hrs
• Assigning duties to junior staff
• Reporting and recording of any faults within my work area
• Preparing weekly and monthly reports, ensuring deadlines are met.
• Stock control of VIP lounge groceries.
• Logging in of daily hours of attendance for staff and time sheets for end of month
Manages difficult and emotional customers.
Ensures policies and procedures are strictly followed.
Pursues training and development opportunities.
Improves quality through accuracy and thoroughness.
Undertakes self-development activities.
Solves problems in a timely manner.
Prioritises and plans work activities.
Achievements
• Gained experience in leading a team and producing good results.
Met commitments and improved Customer feedback.
Implemented Changes in approach and method.
Developed realistic plans.
• Dissemination of correct and up to date information on flights and other issues
• Checking system and facility availability so as not to inconvenience customers
• Conducting airport tours for visitors
• Ensuring smartness of workplace and staff on duty, as well as their communication
skills and connectivity to customers
• Attending to VIP check-ins, escorts and serving of beverages etc
• Ensuring stakeholders operate within agreed service conditions
• Reporting anomalies to Duty Manager and Principal Customer Services Officer
Office Assistant July 2000 - January 2001
• Answering telephones and handling queries, re-routing to relevant offices
• Making external calls, taking down and passing on messages
• Typing private hire quotations and documents
• Making out cheque requisitions
• Petty cash disbursement and reconciliation
Typing of duty rosters
Escorting office visitors to relevant offices.
Booking of hotels and making necessary travel arrangements.
Typing private hire quotes.
Reservations Agent January 2000 - June 2000
• Answering telephones and handling queries
• Dissemination of information on arrival and departure times of coaches and fares
• Selling tickets, receiving cash, preparing bank deposits and banking of cash
• Ordering and issuing stationery.
• Checking in passengers and dispatching as well as receiving coaches/passengers
Opening and locking up of the office.
Receiving and recording trip reconciliations.
Coach Attendant Assistant November 1994- December 1999
• Checking coach cleanliness
• Packing stock supplies for trips and stock taking at end of each trip
• Doing coach announcements and ensuring everyone has the necessary amenities for a comfortable trip
• Selling tickets and doing trip reconciliations
Drink and snack service
Controlling entertainment
Checking of tickets and doing head counts
Taking care of unaccompanied minors and the elderly
Did a dissertation on the problem we have in my country of teachers getting low salaries,how the parents are giving incentives to these teachers; and the problem it has created. SUBJECTS: PPME 101 Fundamental Theory of Project Management and 2.2 Basic Approaches to Project Planning PPME 102 Organisational Structures 2.1 PPME 103 Project Planning tools and their implications PPME 104 Project Lifecycle and Appraisal 2.1 PPME 105 Budgeting, Resource Mobilisation and Risk Mangement PPME 106 Grant Management, Compliance to Regulations and Procedures 2.2
A Diploma that covered: Community Development 73 %-Higher Credit Gender Issues 57% -Credit Social Work and Community Welfare 76% -Distinction Human Growth and Development 71% -Higher Credit Dissertation 54% -Credit Overall Result Higher Credit
7 GCE O Level subjects passed at grade C or better including English