Chuyên gia quản lý dịch vụ và sản xuất | Nam | 1971 | London

● Kinh Nghiệm:

○ ILOVESTAGE

• Sales and Marketing for the merchandising
• Managing day to day running and performance
• Customer relations- Client visits to build relationships, expand on business opportunities
• Maximising profit and minimising costs

○ Menzies Aviation

• Manage service availability and quality to SLAs
• Day to Day management of a team (remote and local) of 46 multi-national staff
• Complete and assist in auditing all aspects of the airline service operation
• Ensure the customers are kept updated of any special requests, anomalies, irregularities immediately they are known though proactive communication
• Actively promote a proactive culture within the staff
• Ensure instructions are communicated to all staff as required
• Update airline handling brief and operations check sheets and replace at least every six months
• Ensure effective detailed handovers are completed between shifts
• Ensure all new work instructions are constructed with the health and safety of staff, customers, contractors and 3rd parties as required as a priority
• Effectively manage customer complaints, provide report of findings and corrective measures to Airline customers
• Attending operational customer meetings as required
• Staff Objective setting and training
• Appraisals
• Create / Manage a team structure that is effective and efficient
• Maintain service documentation

○ Asiana Airlines

• Prepare for inaugurating (the very first flight to London, OZ521/02MAY01)
• Manage employee lifecycle from recruitment to appraisals, training and the disciplinary process
• Operations quality control
• Design operations manuals and staff objective setting
• Effectively manage customer complaints, provide report of findings and corrective measures to Airline customers
• Customer service, relationship building, and sales support
• Create a customer service led culture which is always striving to improve performance
• Work closely with handling agents to develop and maintain the required staff knowledge of airline procedures and regulations
• Handle any emergency situation like delayed flights
• Deal with a wide variety of contracts from in-flight catering to crew hotels at London Heathrow
• Ensure all staff deliver a professional, friendly service to all customers
• Identify performance improvement opportunities

○ CSV

• Respite care
• Look after senior citizens at Age Concern

○ KBS Good Morning Pops

• Reporter

● HỌC VẤN

○ KING’S COLLEGE LONDON, UNIVERSITY OF LONDON

• Thạc sĩ Nghệ thuật trong Ngành Công nghiệp Văn hóa và Sáng tạo

● NGÔN NGỮ, KỸ NĂNG

○ Ngôn ngữ: Korean: native fluency, English: fluency / written – proficient, Japanese: elementary, Chinese: elementary

○ Kỹ năng máy tính: Software – Windows OS, Microsoft Office (bao gồm Word, Excel, và PowerPoint)

○ Sở thích: Corporate Social Responsibility (CSR), Theatre, Customer Service, Travel Industry