General Manager – Customer Service and Operations Hong Kong and Asia• Appointed as General Manager to manage Customer Service Operations in Hong Kong. • Maintaining and managing key account relationships with hotel and airline clients in Asia,• Preparing Quarterly Business Reviews with Account Managers for Asia based clients • Responsible for managing, training, and recruiting of a 24-hour operations Call Centre team-based in Hong Kong

• Appointed Airport Services manager to operate and run new daily service Zurich to Hong Kong• Opened and managed additional new seasonal operation in Barcelona with a fully outsourced team.• Collaborated closely with vendors to build a highly qualified and dedicated team of 46 agents.• Achieved excellent customer service performance results, ranking Zurich first place in European division

• Responsible for optimizing global airport performance for 98 airports across Cathay Pacific /Cathay Dragon, based on monthly customer satisfaction performance surveys.• Created Cathay Pacific airport service delivery strategies to optimize network performance which resulted in an 8 % year over year improvement with on time departures.• Worked with local management and stakeholder groups to implement operational performance strategies.• Developed and lead initiatives to… Show more • Responsible for optimizing global airport performance for 98 airports across Cathay Pacific /Cathay Dragon, based on monthly customer satisfaction performance surveys.• Created Cathay Pacific airport service delivery strategies to optimize network performance which resulted in an 8 % year over year improvement with on time departures.• Worked with local management and stakeholder groups to implement operational performance strategies.• Developed and lead initiatives to continuously improve flight disruption handling capabilities in airports.• Drove on time performance by working directly with local airport teams and providers through sharing analytical data and implementing new improved processes. • Implemented Ground Time Optimization (GTO) project to all regions to improve short turnaround of aircraft Show less

US Airways General Manager – Barcelona, SpainAppointed General Manager of the newly merged American Airlines and US Airways operation in Barcelona managing 4 daily wide body aircraft operations.• Responsible for the integration of two different workforces and operations through use of the works council • Introduced and implemented new operational policies and procedures.• Renegotiated contracts and handling agreements achieving operational cost savings €480.000. • Identified… Show more US Airways General Manager – Barcelona, SpainAppointed General Manager of the newly merged American Airlines and US Airways operation in Barcelona managing 4 daily wide body aircraft operations.• Responsible for the integration of two different workforces and operations through use of the works council • Introduced and implemented new operational policies and procedures.• Renegotiated contracts and handling agreements achieving operational cost savings €480.000. • Identified and implemented new office co-location with cost savings of €120,000 pa. Show less

Appointed Regional Manager implemented and simultaneously introduced two new handling vendors for both Zurich and Barcelona.- Worked closely with Joint Business partners (BA/IB) in Barcelona to optimize synergies with baggage transfers and transfer passengers.- Developed a new team of Supervisors and Customer Service Agents. - Ensured both stations were in full compliance with US federal regulators and TSA authorities. - Managed all SLA performances in accordance with the… Show more Appointed Regional Manager implemented and simultaneously introduced two new handling vendors for both Zurich and Barcelona.- Worked closely with Joint Business partners (BA/IB) in Barcelona to optimize synergies with baggage transfers and transfer passengers.- Developed a new team of Supervisors and Customer Service Agents. - Ensured both stations were in full compliance with US federal regulators and TSA authorities. - Managed all SLA performances in accordance with the agreed signed contracts. - Successfully passed all internal and external audits.- Preparation and presentation of budgets and business plans to Managing Directors.- Conducted full emergency crisis response exercise with AA team and handling agents. Show less