David Timms Email & Phone Number

Slough, Gb

Heathrow

Within my current role I have a number of key responsibilities. This included the following:Production of weekly & monthly reporting on the different survey sources in place. Ownership of the relationship with supplier of the social media tool.Work with other departments across the airline to enable them to understand the current customer feedback - so they can use this insight to manage their part of the business.Ownership of the relationship with supplier of the real time survey.Supported the operational areas of the business with key insights from customer satisfaction to enable them to make changes to the business. This is included target setting.Key achievements:Implementation of worldwide real time survey across the business. Informed Product & service of customer requirements for their projects - including changes to the operation at New York terminal.Informed of customer and public reaction to the airlines handling of the Covid crisis.

Heathrow

Within this role I had a number of key responsibilities. This included the following:Supported the Ground product and service team with customer insights.Introduced the Ground product and service to the new Customer satisfaction tool - building dashboards to enable them self serve.Provided analysis around customer satisfaction and operational data to the Heathrow airport team to enable them make changes to business where required.Part of team that looked at new channels for customer feedback for the airline - real time survey and mystery shopper programmes.Key achievements:Helping to drive the decision to introduce a real time survey within the business. Enabling the operational teams to set targets for their customer satisfaction performance.

Heathrow

Within this role I had a number of key responsibilities. This included the following:Production of weekly reporting for passenger data - including analysis and commentary on it.Production of monthly revenue forecasting data reporting for passenger data - including analysis and commentary on it.Provide ad-hoc reporting for the departmentKey achievements: Upkeep of the monthly revenue forecasting process, enabling the airline to make correct decisions of the correct path to achieve its financial plan.

Heathrow

Within this role I had a number of key responsibilities. This included the following:Responsible for commercial reporting for the contact centre part of the airline's business.Compiled the annual budget pack for the department.Compiled performance reports for the Staff Travel side of the airlineResponsible for the set up and analysis of data Goldmines for the department.

Heathrow

During the first 11 years at British airways I carried out a number of other roles:July 1989 to July 2000 - Commercial executive, contactBAOctober 1998 to July 1999 - Network pricing coordinator, Revenue ManagementFebruary 1998 to October 1998 - Group sales consultant, Revenue ManagementAugust 1989 to February 1998 - Passenger revenue, five different roles.

Btec National Diploma, Business Studies, Travel & Tourism, Merit

Course to cover all aspect of business studies, specialising in Travel & Tourism. Course ran its own travel agency for the college.

O Levels Achieved In 4 Subjects

Secondary school education