Responsible for overseeing and coordinating all aspects of charter flight operations. This includes managing relationships with charter clients, negotiating contracts, coordinating flight scheduling, ensuring compliance with regulatory requirements, and optimizing revenue opportunities.

• Contribute in establishing standards governing customer interactions andhelp in implementing monitoring programs.• Design training programs aimed at helping service agents deliver strongercustomer service and improve performance.• Assess interactions between customer and service agents to ensureconsistency service delivery standards.• Develop and implement performance improvement strategies both at teamsand individual level.• Analyze support KPIs and create training and onboarding programs.• Participate in calibration sessions to maintain consistency in internalevaluations.• Positively contribute to the team culture• Handle any emerging escalations from service agents and ensured theywere resolved.• Compile global monthly report on team's performance, givingrecommendations on areas to improve and key areas of strength..• Collaborated with internal team members to resolve customer concerns anddeliver enhanced customer experiences.

Drove transformation of contact center into a global omni channel customerexcellence center with visible improvement in center access, issue resolutionand customer delight.• Successfully achieved centralization of sales and servicing functions fromoutstations into the customer excellence center.• Developed and tracking contact center KPIs for all services offered within thecontact center.• Led daily contact center operations to ensure set KPIs and quality metrics aremet.• Was responsible for development and administration of Capex and Opexbudgets for attainment of contact center business goals.• Derived customer insights and collaborate with other commercial divisions torespond to customer feedback, championing change and improvementsacross the customer journey.• Worked closely with the training manager to ensure continuing developmentof the human capital with clear career pathing.• Led workforce planning analyst to ensure resource optimization and efficienthandling of contact center workload.• Proactively addressed issues raised in the yearly audit reports.• Maintained a vibrant, fun and energizing work environment.• Drove team transformation, development, empowerment, collaboration andgrowth.

Lead, guide and support Contact Center / Sales team to ensure delivery ofquality Customer Care, Sales and ensure accurate Ticketing.• Drive efficiency within Contact Center in liaison with other departments• Monitor and manage changing needs of Customer, makingrecommendations for service improvement and implementing thoseimprovements to satisfaction of Customers.• Prepared and compiled daily operational reports.• Uphold safety and security standards to safeguard company resources.• Develop strategies to improve efficiency, talent, and results across all areasof Contact Centre.• People management - coach, train and retain talent, in order to have aworkforce that excels.performance metrics, improvement measures and expectations.• Provide customer feedback in order to contribute to product design/pricingand CSI.• Assist with development and implementation of Contact Centre BusinessProcesses and procedures to aid in effective and efficient operations ofContact Centre.• Determine, communicate and fulfill Service Level requirements to enablebusiness unit to thrive and grow.• Develop link with other departments through sharing of processes and agreeon SLAs in order to meet Customer expectation.• Implemented processes and procedures as working documents withinContact Centre.• Establish proper workload planning and work schedules are in line with calltrends in achieve desired Service Levels & Efficiencies• Maintain and improve contact center's real-time responsiveness across allcommunication channels.• Develop and maintain Email response templates in order to enhanceCustomer Experience.• Maintain Reports on all communication channels for analysis and workforecast.• Stay current on available Call Centre technologies and work processes thathave potential to improve customer services.• Execute flight disruption process in liaison with other departments to delivergood Customer Care