Peter Few Email & Phone Number

Copthorne, Gb

London, England, United Kingdom

All things Ground Operations

Crawley, England, United Kingdom

East Sussex, England, United Kingdom

Providing professional outdoor education activities to a wide range of customers. School groups, youth and sports clubs, to both youth and adults, Activities such as high adventure, water sports, bushcraft. Trained lifeguard.

West Sussex, England, United Kingdom

Providing summer season professional activity instruction to a wide range of customers such as adults, school groups, Guiding and Scouting units, with activities such as high ropes, water sports, bungees, bushcraft, and rifle shooting. Also trained as a lifeguard to enable swimming session coverage

Crawley, England, United Kingdom

Provided pleasant and professional face to face interaction with customers by completing delivery of online orders for large customer base. Adhere to company strategy, assigned routes, and strict schedule to ensure customers receive products on time and in satisfactory condition. Deliver excellent customer service by answering questions and handling complaints from clients. Communicate arrival times with customers and provide feedback on locations of houses/road conditions to team members.● Delivered up to 40 orders daily while guaranteeing on time delivery.● Adapted to each customer need due to Covid19 regulation to ensure safety. ● Reduced ordered items and monetary returns through safe driving and effective handling.

Gatwick Airport

Oversaw and managed department while delivering pro-active customer facing service to enhance company’s bottom line. Served as team lead and subject matter expert. Resolved queries both timeously and effectively to safeguard customer satisfaction. Provided real time analysis to senior management to unlock new opportunities and strategically enhance operations and customer experience. Collaborated with management, airport teams, and third-party handlers daily through providing guidance and ensuring adherence to policy and processes.● Set up and managed baggage services office for Norwegian Airlines at Gatwick Airport.● Delivered successful team training by creating effective materials and provided additional coaching/mentorship to increase productivity.● Enhanced team processes to increase productivity through third party airline handling, damaged baggage replacement process, and customer WorldTracer report taking process to meet airline/customer demands.

Crawley, West Sussex, United Kingdom

Collated real-time data to meet workload demands whilst maintaining profitability. Collaborated with senior airline management, global finance, and airport teams to provide real time analysis relating to revenue performance. Monitored KPIs to enhance effectiveness of global finance.● Developed and implemented financial performance reporting to enhance analysis processes.● Collaborated with internal teams to ensure integrity of data through conducting monthly safeguard checks.

Crawley, West Sussex, Uk

Oversaw daily operations while ensuring compliance to aviation regulations and procedures. Presented real time analysis of baggage performance to airport operations management/global airport teams. Developed and monitored business KPIs and targets such as delivery times and revenue performance while negotiating baggage targets with key stakeholders. Coordinated ancillary sales incentive scheme across business network.● Enhanced internal baggage performance data through development of WorldTracer, Baggage Information Repository (baggage mishandling database).● Developed internal and joint venture performance reporting.

Crawley, West Sussex, Uk

Created and implemented change management strategies and plans to drive faster adoption by utilising customer centric methods. Participated in airport compliance reviews (audits) which increased global knowledge to make informed decisions while writing procedures or amending manuals. Utilised WorldTracer system to improve global tracing and eventual repatriation of mishandled customer baggage while striving for compliance and adherence to regulatory requirements. Collaborated with senior management and teams to safeguard baggage policy and processes. Led multiple projects at airports and across business to improve customer satisfaction and company bottom line. Attended to internal/external queries to ensure customer needs are met while serving as point of contact for external groups.● Recognised member of the WorldTracer - New Technology Working Group. ● WorldTracer Coordinator – global system management.● Rolled out new hand baggage sizers to airline network and led Glasgow seasonal operation restarts while meeting project deadlines and remaining within budget. ● Introduced and developed WorldTracer – Baggage Information Repository (baggage mishandling database). ● Produced customer focused baggage policies and processes. ● Completed contact centre transitions.● Instrumental in development of baggage performance reporting to airports, senior management, ground safety group, and safety review board.

London Heathrow

• Internal and external queries dealt with to a high standard • Working on my own to plan the department workload effectively• Ability to make the right decisions in a timely fashion so as not to have had a detrimental effect on the next day’s operation• Developing relationships with overseas Airports to support them during the US outsourcing programme and following up on day-to-day issues of baggage tracing.• Customer facing, dealing with customers who experienced mishandled baggage from Virgin Atlantic flights • Escalation point in the absence of Supervisor/Manager • Managing a team of 8 to 10 agents in the day to day running of the department, when required• Ensuring Health and Safety standards were met in line with HSE regulations• I had learnt to assess and defuse these situations to a satisfactory conclusion for the Customer and also the Companies' bottom line and reputation• I was also involved in making sure our flights departed to CAA, DfT Standards and also to company procedures.

London Heathrow

Various ramp/de-icing and customer facing roles