yyyyyy x. yyyyyy

(xxx-xxx-xxxx • abc@xyz.com

 

 

profile of qualifications

 

quality-focused management professional specializing in superior customer service, effective human resources management, dynamic process improvement, and strict regulatory compliance.  top performer who promotes a company s vision, value, and goals to profitably to build a loyal, satisfied customer base and consistently successful operational performance.  excellent communicator who can plan, delegate, and complete multiple individual and team assignments within fast-paced, deadline-driven environments. integral leader who excels at developing client expectation sensitive solutions.  member of the project management institute.

 

key areas of expertise

 

operations management                     strategic analysis / planning                  policy / procedure development               quality team building

business communications                   regulatory compliance                         workflow prioritization                               training / development

 

career highlights

 

         redesigned customer feedback processes to create lessons learnt thinking via targeted root cause analysis and systematic approaches, along with introducing customer service recovery training / tools to mitigate overall service failures.

         achieved five-star superior customer service standards by implementing a time-sensitive customer complaint handling system.

         successfully improved customer satisfaction ratings by 2 percentage points within a 12-month period.

         reduced staff turnover from 21% to 13% annually and decreased absences 1.2 % annually.

         increased productivity and reduced manpower budget by 10% within the 2008 c 2009 fy.

         introduced professional workshops for enhanced skill development and initiated performance evaluations to ensure improved work.

         led a dynamic staff recruitment drive to increase employee base from 534 to 4,200 in 18 months on time and within budget.

 

professional synopsis

 

customer service

         utilized broad scope of industry and professional services knowledge to introduce multiple initiatives to improve customer service efforts, along with promptly responding to client concerns and effectively resolve client service-related business challenges.

         interfaced with other corporate areas and partner departments to serve as a subject matter expert and customer service advocate.

         proactively supported companies in sustaining and developing business by building / maintaining valuable customer relationships.

 

team building

         drove business growth by recruiting top-performing team members to include handling all interviewing / hiring processes and delivering high-quality training / development and conducting regular performance appraisals.

         planned, delegated, and managed individual and team assignments to maximize use of resources and meet operational objectives.

         designed and implemented a reward and recognition program to cover all levels of client services and operations teams.

         led internal town hall meetings to increase communications and encourage staff feedback.

 

project management / process improvement

         effectively conceptualized, developed, and produced key company projects for customer service enhancements to include implementing results-focused crew roster building and daily operations modules to enhance organizational efficiency.

         created best practice methodologies and continuous improvement programs to achieve cost-effective alignment with corporate goals.

 

quality control / regulatory compliance

         played a vital role in ensuring standards were maintained via internal quarterly audits conducted by multiple business departments.

         strictly complied with all regulatory agencies and adhered to set corporate human resources guidelines in hiring skilled team members.

 

professional experience

 

vice president cabin services, qatar airways                                                                                                                    2008 c present

general manager in-flight services, jet airways (india) limited                                                                                             2006 c 2008

manager cabin crew / deputy manager in-flight services, emirates airline                                                                      1987 c 2005

 

additional professional roles held prior to 1987

 

education

 

m.b.a., university of bradford (uk)                                                                      b.sc. (honours), university of colombo (sri lanka)