As a part of the Operation Control Team, deliver comprehensive customer-sided support to those who experience disruption. Facilitating vital support to customers who need it most, I provide timely services to strengthen passenger experience. - Developing productive relationships with hotels, transport and logistics partners to build solutions for customers where disruption occurs.- Coordinating and provisioning services in short timelines; working with Operational Control, Airport Managers and Ground Handlers to capture forecasted issues.- Negotiating and diffusing customer dissatisfaction through unplanned and unexpected delays; authorising and issuing support packages through disruption.- Managing customer communications adapting tone, style and structure to maximise engagement, mitigate negative behaviour and build a focus on solutions.

Providing the leadership, management and support to the customer service team through fast-paced operations that matter to the millions of passengers who pass through to doors to Heathrow, I developed and delivered the passenger experience model that created a positive reputation for customer services in airport operations. - Drove a passenger-centric culture within fast-paced customer service operations.- Delivered world-class and memorable customer experiences using available resources to make every journey better while balancing commercial business needs.- Owned customer communications across channels from face-to-face interactions to email, digital and social; training teams to capture customer satisfaction.- Localised the continuous improvement agenda through business change and the centralisation of customer contact services within Heathrow.- Built effective relationships with trade unions and people managers to strengthen people management strategies within the customer service team.- Team-level HR manager to the team across the employee lifecycle.- Developed relationships with the Centre for Excellence to use L&D as a performance tool and feedback insight into live customer operations to drive improvement.

Delivering at pace, I provided the focus to Team Leaders and Operations Executive nurturing a high-performance culture within each shift. Managing day-to-day activities to achieve the fulfilment of the passenger journey, I drove robust, reliable and cost-effective logistics and operational support within the World Cargo service. - Facilitated shift requirements by provisioning all resources, managing all facilities and systems and ensuring that operational material met availability and demand.- People manager to the leadership team disseminating shift-level and operational strategies to achieve high levels of service operations for passenger services.- Centralised communications across business units to address and mitigate any services issues and sustain operations to uncompromising deadlines.- Managed operational health, safety and security to corporate requirements.

A champion of people and leader of teams, I was accountable for the management, leadership and development of a 300-strong Cabin Crew team delivering within the worldwide fleet. Driving a passenger-centric culture within all teams, I delivered measurable improvements to passenger experience and used performance management approaches to develop teams to realise their potential for world-class in-flight services. - Disseminated British Airways policies and procedures to teams to improve in-flight, service and operational compliance.- Managed recruitment campaigns working with corporate messaging colleagues to improve job advertisements to capture high-quality, passionate talent.- Led the recruitment lifecycle from Cabin Crew to Cabin Service Director Levels.- Performance managed the division using appraisals as a tool to recommend training, inspire succession and promotion and address service gaps.- Controlled and monitored absence and mentoring senior crew to improve team culture that delivered a reduction in absence across operations.- Delivered inflight assessments of Cabin Crew performance to ensure that BA standards are sustained and operational compliance targets achieved.- Conducted disciplinary hearings and suspensions focusing on BA people management policies to minimise operational and brand reputation risk.- Coached the leadership team to ensure that crew compliance targets were met; authorised and provisioned mandatory and skills development training.

Managed logistics across the manufacturing portfolio, I was accountable for leading teams through significant operational change building engagement and buy-in to new business strategies. Working with people, I used change as a tool to improve employee culture and performance. - Reduced absenteeism to lower than 1% across logistics and operations.- Introduced customer performance meetings to improve customer satisfaction.- Relationship manager the internal and external customer and stakeholder portfolio; met all satisfaction, operational and logistics KPIs and SLA.- Managed the business through change across 5 sites in the UK.- Owned a £5.5million contract with British Aluminium and Alcan.- Reported on business and people performance to the Operations Director.

Leading, motivating and developing the transport and logistics team, I ensured that operational and business objectives across service quality, service standards and performance were achieved for the UK and European region. - People manager to the Transport and Logistics team building a performance culture that consistently delivered to service KPIs.- Managed service budgets and facilitated cost reductions in logistics.- Centralised cross-business communications to deepen business relationships.- Delivered monthly customer performance meetings to improve satisfaction.- Achieved year-on-year business growth against a competitive annual budget.