Experienced senior manager in the aviation sector with over a decade of expertise. Skilled programme manager leading automation and innovation initiatives to revolutionise operations, resulting in heightened efficiencies, enhanced safety measures, cost reductions, and an elevated customer experience.

Leading transformation efforts for International Airlines Group Carriers in North America. Managing all commercial contracts and leveraging group influence with key global suppliers to optimise operations, achieve cost efficiencies, and elevate the customer experience.

- Ownership of Customer Experience Strategy within Heathrow Terminal 5 - Oversight and management of all customer insight data including NPS and Social Media related to Heathrow - Responsible for delivery of all Customer Experience projects to ensure they are delivered on time, to budget and aligned to Customer strategy

- Set up Heathrow Transformation Board as channel for Transformation negotiation/consultation between management and Trade Union Representatives - Consulted on Transformation proposals within Board as part of cultural and structural strategy

- Accountable for customer service delivery standards across Heathrow - Ownership of audit programme to ensure standards are delivered - Ownership of customer metrics and data

• Drove operational punctuality and consistent outstanding customer service through a shift team of up to 60 customer service colleagues at BA’s second largest hub. • Accountable for improving customer related delays. Identified and delivered changes in management of hand baggage at check in and boarding gate to reduce associated delays: o 38% fall in hand baggage delay minutes (Jan–July 15 vly).• Project managed temporary seasonal recruitment at Gatwick including ownership… Show more • Drove operational punctuality and consistent outstanding customer service through a shift team of up to 60 customer service colleagues at BA’s second largest hub. • Accountable for improving customer related delays. Identified and delivered changes in management of hand baggage at check in and boarding gate to reduce associated delays: o 38% fall in hand baggage delay minutes (Jan–July 15 vly).• Project managed temporary seasonal recruitment at Gatwick including ownership of training delivery, performance management/development and decision on longer term employment suitability. Show less

Provide personalised entertainment at corporate events for following clients: NHS Royal Navy Emirates Spinnaker Tower I've also provided services at Weddings and nightclubs along the south coast.