I retain customer loyalty by resolving servicing/product/punctuality issues as per company standards. I reduce workplace incidents by ensuring compliance with established standards and regulations. I enforce end-to-end management over direct report colleagues, on-board teams and training delegates. I evaluate and fulfil operational needs by recruiting both internal and external future talent. I coach and support own team and colleagues in their professional development.Key ContributionsDelivered exceptional on-board customer experience to attain repeititive business by leading, inspiring, motivating and delegating to a team both in the air and on the ground. Utilised discretion to facilitate resolutions with minimum cost and maximum customer satisfaction.Particpated in all aspects of people management from recruitment and training to reward and recognitionFostered professional relations with key stakeholders, service partners and on the day team of up to 16 personnel to streamline business operations and enchance productivity.Gained strong understanding of working with employment guides and implementing policy, remaining emotionally resilient but integral and authentic at all times.Contributed to the success of strategic business initiatives by leading regulatory business operations; achieved both targets of performance improvement and revenue growth.Identified performance gap and deliver specific skills by facilitating formal and behavioural training sessions to colleagues across all fleets and grades.Supported the implantation of Level 3 cabin crew apprenticeship and Best of British (Buy on Board)Training Facilitation Experience:Train the TrainerClub World DevelopmentFirst DevelopmentBest of British Facilitation SkillsFoundations of Training DeliveryAspire TTTNew EntrantDelivery Techniques TTTCustomer Service TTTEssential Training DeliveryFleet transfers & Aircraft conversionManual Handling (Pristine condition)Leadership Courses

I delivered technical and behavioural training to cabin crew of all grades to improve and enchance customers' experience.Key Contributions :Achieved business objectives and improved customer experience by delivering and facilitating a broad portfolio of training courses to cabin crew from all fleets and grades in IFCEConducted various courses such as induction training, aircraft specific, manual handling (Pristine Condition), customer service, premium service, as well as leadership and facilitation skills.Observed, coached and supported new trainers in their delivery.

I established a safe learning environment and conducted sessions in a creative and engaging style catering to all learning styles.I role modelled the BA service styles,brand behaviours and British values. I facilitated product owner in rewrite of leadership courses and delievering of pilot courses. I built postive relationships with product owners,stakeholders,service level partners and clients.Key Contribution:Led premium service training to maintain consistently high standard across all grades of cabin crewConducted training sessions in accordance with IFCE and training department plans, ensured achievement of all objectives and learning outcomes.Supported delegates and co-trainers in effective decision making process by providing support,performance feedback and coaching.

Established the VIP department within Qatar AirwaysDeveloped and compiled in flight manualsoperated Royal Flights