ACHIEVEMENTS - Two Fluid Strategy - Project managed the plan including milestones, risk issues log and stakeholder engagement, ensuring that everyone was kept up to date as appropriate and ensuring that the project was delivered on time- New fluid supplier identified and successfully transitioned. In partnership with Health & Safety and Compliance Manager developed a new fluid colour for the Type IV fluid, receiving exceptional feedback which has now been rolled out as the industry standard- Developed the infrastructure and systems within our JEDI operation to support a smooth and seamless operation - Led project to deliver Engines Running De-icing into Heathrow resulting in reduced spraying time by approximately 75% allowing aircraft to get an on-time departure and also freeing up stands for arriving aircraft - Successfully negotiated with NATs / Heathrow to allow PAD Controller / Supervisors to control aircraft entering/exiting our “JEDI” operation. This is a major milestone and the first time that NATs have allowed a third party to control aircraft around the taxiways. NATs now require permission from our PAD Controller to manoeuvre aircraft around “JEDI”. - Partnered with both Health & Safety and Compliance, to ensure all SOPs / Risk Assessments were updated with any changes for the winter Season. - Successfully delivered 22 new deicing rigs into the operation. This new equipment was capable of servicing existing aircraft and also future A380/787 acquired by BA - Representing British Airways, presented at both the SAE and EasyJet Conferences- Communications to various internal stakeholders ensuring their understanding of progress and issues, creation of a training video (capturing JEDI operation) for flight crew community and continually updated and distributed communications to Heathrow Operations management team, ensuring that all colleagues, equipment and facilities were always in a state of readiness for the winter operation.

RESPONSIBILITIES - Leading and motivating a team of 60 staff to achieve all performance targets and conducting the administrative duties required for the smooth running of a shift ensuring 100% ATR compliance and Health & Safety standards achieved - Create and lead a performance driven organisation through effective performance management and engaging colleagues in achieving continuous improvement to productivity, safety and customer service - Monitor delays ensuring targets reached, challenging as necessary and submitting appropriate reports - Regular communication with customers to understand requirements and staff ensuring relevant information cascaded and understood - Ensure that allocated jobs meet target of 100% start/finish times by monitoring staff compliance on new times –100% compliance achieved ACHIEVEMENTS - Designed and developed several user-friendly reports to increase effectiveness of ACM reporting requirements i.e. Wash Tracker, Wash Schedule, Shift logs, team sickness. Providing training and sharing within ACM - Using communication skills to build good working relationships with HOMs, TCs and AOCs Identified opportunities to bring revenue into the department by working with customers, providing quotations and working with appropriate departments to ensure compliance - Attended Team Manager Airmanship Course, learnt SIRP/Drugs and Alcohol process - Continued development by increasing understanding of Ramp Handling, Baggage Logistics, T5C and Airport Centre. - Became EG901 Champion conducting several PIs, identifying steps and actions required and liaising with appropriate department to ensure compliance at all stages

RESPONSIBILITIES - Management of 57 staff and conducting the administrative duties required for the smooth running of a shift, performing shift briefings and ensuring correct manpower levels to meet minimum shift requirements to complete the duties and meet the high Health & Safety standards and leave thresholds - Providing shift updates to the Section Manager on a regular basis - Using communication skills to liaise with various departments - Preparation for summer/winter schedules by supporting the summer maintenance of de-icing rigs to ensure that all the work is carried out and vehicles maintained to highest standard ready for the Winter 09/10 schedule ACHIEVEMENTS - Reviewed and streamlined working practices and processes - Set up and implemented training program to ensure smooth transition for new process and practices - Motivating staff to take on extra responsibilities during this period of change - Conducted analysis and research to source new products to reduce costs ensuring quality not compromised - Created daily information board to communicate midday media and operational updates - Developed a tracking/measurement process to monitor quality of fleet appearance - Deputizing for Section Manager by attending meetings and acting as first point of contact

RESPONSIBILITIES - Management of 18 staff – duties include steps, power, de-icing, T.S.U., water and external vehicle wash - Liaison with relevant departments building awareness and promoting the new Rapid Response Steps and Power Crews - Managed manning levels to stay within budget - Regular ramp liaison to ensure shift quality and performance ACHIEVEMENTS - Created and implemented new streamlined processes to promote a paperless environment - Training and coaching on all levels of staff to implement the change - Working closely with the Section Manager regarding profiles and cost saving ideas prior to implementation

RESPONSIBILITIES - Management of 35 staff in all areas of Aircraft Movements including de-icing support - Liaison with Captains, Dispatchers and Engineers, proactively identifying possible problem areas and determining the customers’ daily requirements - Daily planning of staffing requirements and equipment to maximise the efficiency and performance of the department - Performing shift briefings highlighting OSI, Ramp Alert and section notices - Completion of all shift reports and Health & Safety investigations - Monitoring ATR and attendance, ensuring completion of all staff administration - Ensuring all re-chargeable work is invoiced and processed correctly - Providing regular updates to Shift Managers on shift performance and relevant issues - Managing the smooth transition between Summer and Winter Schedules identifying possible shortfalls to staff and equipment - Attendance at Trade Union and Health & Safety Meetings ACHIEVEMENTS - Developed approach and communication skills to liaise at different levels within the organisation - Increased knowledge of performance and budgetary requirements - Developed skills in performance management of staff by conducting one-to-one meetings - Improvement of decision making and analytical skills

Various roles across the ramp including Task allocation, De Icing Operative, Loading, Baggage, TSU & Water and Cleaning