Daniela Taylor Email & Phone Number

London Heathrow

Heathrow, England, United Kingdom

•Leading and supporting the zonal team managers on shift todeliver on their performance and daily tasks.• Defining and driving improvement activities throughtrends and data insight.• Working with external partners and internal stakeholdersto deliver a seamless service.• Performing an active role in operational decision making• Safety and security of the operation.• Manage and develop the Critical Services team.• Promote and enforce a high performance culture enablingcolleagues to fulfil their true potential.• Ownership of disruption management within theoperation.• Budgetary and operational decision making within CriticalServices, sometimes with limited information and time pressure•Daily supplier managementof DHL cabin appearance and TMS GSE fleet maintenance and servicing ensuring GSEavailability SLA is met to deliver optimal ramp operational performance

- Responsible for the daily operational management of key ground departments:Aircraft movements(Towing and departure pushbacks)Ground Transportation ServicesAircraft Services (Water and waste)Winter operations and aircraft external appearanceEquipment services Steps and baggage tug chargingDHL cabin appearance-Monitoring resource levels and ensuring optimal coverage -Delay reporting and investigating -Daily towing meetings to ensure efficient planning and mitigation in place in lieu of sub optimal resourcing and equipment to deliver the program and meet engineering requirements - Operational management of colleagues across areas of responsbility - Managing safety and security at all times -Delivering and providing weekly performance data and insights to leadership team

Heathrow

- Managing a plethora of customer operation roles with Heathrow Terminal 5 such as Landside operations, Airside operations, Flight connections and Arrivals -Managing resources in all above areas ensuring excellent customer service is consistently delivered across the T5 campus-Acting as a point of escalation for a team of skilled customer service agents as they deal with a number of complex customer challenges and situations- Responding to customer incidents and emergencies and following processes for health and safety- Liaising and working in collaboration with stakeholders to ensure optimal customer satisfaction throughout the journey EG Wilson James PRM services, Heathrow Airport LTD - Disruption management and planning -An integral role in the AOCC during BAU and disruption to represent the customer operation- Managing a team of 25 direct reports

The successful implementation of a Customer Experience Supervisor team into Heathrows busy operation.- Role accountability development- Resource Management- Logistical Planning- Time line Management

Heathrow Customer Service: Terminal 5

-Managing daily operations of 5 customer Lounges in T5 Heathrow -Managing First Wing and Club World/Europe check in; resource management, baggage systems, customer service - Managing daily operational challenges such as customer complaints and compensation - Pro active customer contact ahead of operational changes and disruption to offer a premium service to First and Club and Executive club customers - Managing a team or 25 direct reports across a range of BA Heathrow operational teams

Heathrow

Accredited Trainer for British Airways; attened Essentials of Training Delivery course. Within this role I have the capability to deliver a variety of training programs for colleagues HCS.

London Heathrow

See summary

Heathrow

To effectively deliver the British Airways Thoughful Service adult learning programme to all colleagues across HCS.Aligned specifically for British Airways and the customer service branding Hallmarks. My role is too facilitate adult learning sessions for thoughtful service touching upon four modules which delegates refer to as their learning journey. The purpose of this role is to allow colleagues to feel proud to work for BA as an airline, and reigniting the magic of customer service. To allow them to look at their personal service styles and learn to flex between the four main styles. With integration of films and group team building activities, colleagues are able to make a choice about what the day will bring to them. To positively impact British airways for customer loyalty and retention, and ensure that we become the worlds most admired airline.

Bachelor Of Arts Travel And Tourism Management, 1St Class Honours, Tourism Management, First Class Honours

Education record

3 A-C A-levels

Gcse'S