Fiona H. Email & Phone Number

Iata Centres Worldwide

Delivering aviation learning and development. Courses include -:- Station/Ground Handling management - Passenger handling and Airport Services Supervision- Airline & Airport Customer Service- Effective Communication Skills- Human Factors in Ground Operations- Negotiation Strategies & Skills- SGHA-SLA-Leadership-ERP Response

Manchester, England, United Kingdom

I deliver high quality, learner focused education in a friendly environment in in order for students to succeed with assignments. Elements of the role include planning sessions and developing deeper knowlege within the aviation operations curriculum for Btec and NCFEThe rewards are wonderful when learning outcomes are achieved

My skill set is centred around airport ground services, above and below the wing. I would be able to offer support in the following areas.Airport Ground services - Ground handling agreements- Full understanding of all duties associated with station/airport management - Ramp and cargo activities- Service level agreements- KPIs for airline operations- Understanding and application of safety and the associated audits required at airports. - Disruption Handling - Recruitment and line management of staff- Identifying training requirements. - Development and delivery of training material - Emergency Response Planning ( ERP and LERP)- Baggage handling - Full understanding of IATA reservations and ticketing procedures- Stakeholder management- Industry guidelines for passenger and customer service handling- Training - Passenger handling & airport services - Training- Airport & Airline customer services- Training- Station management /Ground Handling- Effective Communication Skills- Human Factors in Ground Operations- Negotiation Strategies and skills- SGHA-SLA

Riyadh , Saudi Arabia

Doha

Doha

Luton, United Kingdom

Luton, United Kingdom

easyJet introduced Allocated seating on all flights from November 2012. Together with a team of 5 consultants, I worked with key stakeholders within the business to ensure this fundamental change within the business added value to customers whilst ensuring operational resilience and integrity. This involved writing and implementing customer service procedures because of system change, which required analytical skills.A key part of the role is was to keep business as usual, and at the same time provide managers with the tools to ensure operational delivery.The latter part of the project involved performing compliance audits and support visits to easyJets airport managers and ground handlers across the network to ensure procedures were being understood and adhered to. This provided a great opportunity to apply skills such as effective communication, and mentoring. The project was completed on time and within budget on 31st January 2013. Overall the project was challenging, fun and a great success! Allocated Seating Project

Manchester Airport

Responsible to manage the safe and cost effective operation of the airline at Manchester Airport. Ensured the customer experience vision and service was provided by engaging with 13 key suppliers in cluding the airport authority. I successfully implemented policys and procedures to acheive consistently outstanding results for the station year on year. The station has been considered to be one of the most operationally efficient together with high customer retention in the network due to my strong communication, influencing and persuading skills. Due to my approach i was selected to open Minsq in Belarus in August 2009. This enabled me to develop my project management skills.This post also exposed me to the sponsorship side of aviation as i was a key contact for Manchester City building lasting relationships at the club during the initial phase of Etihads first season being main shirt sponsor. I enjoyed hosting the box on many occasions and saw this as a way to bring people together in a relaxed fun environment.The benefits of becoming actively involved with a strategic partner of the business enhanced one of my key strengths in communication skills

Responsible for the safe running of a 38 flight per week, narrow bodied operation from Heathrow and Gatwick ensuring all policies and procedures adhered to by service providers. Other key duties were preparation of station budget, emergency response planning and implementation of SLAs for all contracts held. Responsible for maximising the performance and profitability from Star Alliance membership. Further responsibilities were to ensure on time performance, KPI achievments and initiation of staff training programmes were exceeded at all times

Manchester Airport

As station manager of a small narrow bodied operation i had responsibility for a wide remit of functions including negotiation of ground handling contracts and implementation of SLA with service providers. Key duties included preparation and control of the station budget. A hands on approach was needed due to limited staff numbers and close monitoring of all aspects of the stations performance ensured the product was delivered and customer satisfaction was high

Manchester Airport

Manchester Airport