Customer Service Manager

Donna Maria Roberts

*** ****** ******, ******** ****, London W3 6YG

Tel:020******** Mobile:079******** email: ac1ph8@r.postjobfree.com

Profile: An experienced human resources professional with people management and customer service experience. Supportive, influential and results driven. Internal recognition received for using innovation. Successfully studied and accomplished a 3 year full-time degree whilst working full-time. Currently studying full-time for an MSc in International Management whilst working full-time. Looking for dynamic human resource management roles.

Key competencies:

Experience of working in a fast paced industry whilst delivering robust communication strategies.

Knowledge of regulatory structures and adherence to employment law.

Ability to build and sustain credible relationships with internal and external stakeholders.

Skilled in the use of collating evidence and key data to underpin complex unionised arguments.

Proven ability to manage multifaceted issues whilst working in challenging and pressurised environments.

People management of small and large teams.

Nov ’14 to present – British Airways HR BP Engineering

Working in partnership with the Engineering directors with a directorate of circa 6000 engineers on leadership, employee relations, change management, talent and succession planning as well as organisational design/development.

Key achievements:

Supporting the Engineering leadership team with delivering the business plan in conjunction with the corporate people strategy.

Management secretary of the Forum Executive and Technical Management Grade trade union meetings.

Contributed to the achievements of key business metrics including £20m financial savings 2015/16 through implementation of people change and organisation restructure/ redesign initiatives.

Project management of the people transition from two airport terminals into one.

Support and advice regarding people management as well as having significant influence in the reduction of sickness absence from 12 days to 9 and 50% reduction in discounted days due to absence.

Job evaluation facilitation.

TUPE transfer out of employees to a preferred supplier.

Jul ’12 to Nov ’14 – British Airways Policy and Casework Advisor

To ensure the appropriate application of policy is utilised by all management dealing with people issues mitigating risk to the business.

Key achievements:

Supporting Business Partners with delivering departmental targets with focus on reducing employee sickness absence from 4.9% to 2.3%.

Evaluating existing shortfalls in performance and implementing relevant improvement strategies.

Supporting line managers in all areas of policy as well as presenting and communicating learning sessions to develop knowledge and confidence of application.

Proactive support for line managers with complex people issues, including multiple policies and monitoring progress.

Providing timely and accurate policy guidance through different media.

Devising new policies in line with ACAS (Advisory, Conciliation and Arbitration Service) guidelines.

Design and implementation of all presentations relating to policy application.

Oct ’10 to Jul ’12 – British Airways Performance Manager Cargo Customer Data

To lead the ‘World Cargo’ Customer Data area in line with the International Airline Group’s business plan. Managing and implementing major change initiatives throughout the business to enhance customer engagement and loyalty.

Key achievements:

Meeting the £50k budgetary requirement whilst driving operational performance.

Streamlined processes and procedures to improve departmental productivity.

Ensuring compliance with all customs legislation (Transportation Security Administration, HM Revenue & Customs).

People manager of circa 150 team members.

Introduced and established third party service level agreements.

All aspects of resourcing and onboarding new recruits.

Team development aligned with Training Needs Analysis.

H&S level 1 and Industrial Relations consultant.

Key liaison for London Heathrow documentation queries by external bodies.

Introduction and implementation of change initiatives and policies such as management meetings to improve communication and established a training team to ensure team competencies kept up to date.

Development of all business cases for the department.

Awarded Olympic tickets by manager for ‘role modelling brand behaviours’ and ‘showing innovation’.

Dec ’09 to Oct ’10 – British Airways Ramp Team Manager

To lead, manage and motivate complex team dynamics of baggage agents on shift to resolve baggage anomalies.

Key achievements:

The first point of contact for London Heathrow and outstation baggage transfer queries worldwide.

Built credible links with customer service team to improve communication channels to ensure a more holistic approach to customer delivery.

Devising ways of improving productivity and customer service delivery within the ramp & baggage services business plan.

Formulating relationships with internal and external stakeholders.

Arranged baggage tours for the team and offered the opportunity to the rest of the airline.

Received several awards for customer service, team working and people management.

Mar ’07 to Dec ’09 – British Airways Arrivals Duty Manager/Offline Duty Manager

To manage an operational team circa 120 to deliver a high standard of customer service with regard to baggage discrepancies within a challenging environment.

Key achievements:

Dealing with internal and external queries from service partners (British Airports Authority, Vanderlande baggage services).

Extensive knowledge of the Heathrow customer services and arrivals operation.

Integral part of the project team regarding the transition of people and processes from one airport terminal to another.

Responsible for the integration of the arrivals operation in line with the Heathrow customer service operation.

Performance management of a direct team of 10.

Representative at Oneworld alliance meetings to collaborate on working practices.

Received award for ongoing communication and dedication.

Feb ’95 to Mar ’07 – Previous work History in British Airways

Positions held:

Customer Service Agent and Senior Customer Service Agent, working in airport terminals.

Performance Manager of circa 600 cabin crew.

Answers Duty Manager, Design, development and implementation of a cabin crew information centre.

Allowance & Agreements Consultant for cabin crew.

Achievements: Training and recruitment responsibilities alongside job role. Introduced monthly meetings with London Gatwick colleagues to formulate and establish relationships as well as share ‘best practice’. Received recognition certificate for a ‘Passion for Service’ and awarded various other recognition awards for customer service, team working and innovation.

Education and Qualifications:

MSc International Management due to finish in September 17

BSc Business & Human Resource Management at Birkbeck College, UCL – Awarded a Second Class Honours (Upper division) 2:1.

Associate CIPD.

London 2012 Gamesmaker.

Certificate of Management studies.

International Baccalaureate in French.

10 GCSEs and 2 A’ levels.

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