Customer Service Manager

Curriculum Vitae

Personal Details

Name: NII ARMAAH ASHONG

Date of Birth: 18thApril 1986

Nationality: Ghanaian

Phone: +233-***-**-**-** // +974-**-**-**-**

Email: ********@*****.*** // ********@*****.***

Personal Profile

Possess excellent interpersonal and presentation skills and the ability to communicate and negotiate concisely and articulately at all levels with a dynamic, hardworking and result-oriented person who is able to use his own initiative and attentiveness to detail with practical approach to problem solving to ensure that deadlines, budgets and objectives are achieved. Enjoys being part of a successful and productive team and thrives in highly pressurized and challenging working environment and also adapt to new situations and have willingness to learn new skills.

Objective

Currently looking for a new and challenging position, one which will aid to exhibit my existing and experience skills acquired, as well as an opportunity to gain new ideas, whilst enabling further personal and professional development to add more values to me as a person. I believe firmly determination, perseverance and competence to achieve a break-through in every level to get the job done.

Education & Qualification

Central University College, Ghana BSc Admin (Marketing Option)

October 2007- September 2011

Career Summary & Position Held

Mar 2019 – Aug 2019 Qatar Aviation Services

Secondment, QAS Operations Control QASOC / TRC Office

Extraction of book load from Qatar Airways home portal (Q Home) application into excels spreadsheet twice daily.

Extraction of Passenger book load from excel to Ground Star Real-time (GUI) for real time live data capturing for Resource allocators usage for the allocation of Coach drivers’ for arrival and departure passenger and crew pick up from remote/contact bays to terminal.

Provision of daily activities for book load for both arrival and departure flights including passengers with specials needs for Qatar Airways flight and other airlines to meet the set target.

Preparation of TRC Operational Case study and finding root causes and corrective measures due to operational discrepancies / issues at the airside after safety and investigation team reports are issued in Microsoft PowerPoint.

Assisting TRCO’s with updates of new TRC’s and their checkout dates in Excel Spreadsheet.

Aug 2014 - To Date Qatar Aviation Services

Aircraft Dispatcher, Turnaround Coordinator

Organizing and planning of aircraft turnaround on timely and safely manner, reconciliation of aircraft loading.

Compliance with rules and regulations of IATA/QCAA regulations through adherence to the publications policies and procedures of Qatar airways.

Responds in person, by phone or radio to all emergencies involving airside / passenger, baggage activities, staff, emergencies etc. to contacts various airport personnel and agencies necessary to address and help facilitate various situations.

Briefing all staff of new operations alert or manual update and ensuring awareness by strictly adhering to company procedures, supervising ground handling agents to ensure customers’ needs are fully met; seating, baggage issues, passengers with reduced mobility

Keeping track of quality and target by Qatar airways and other airlines to ensure the interface with hub station on flight operations delays, ground handling punctualities, delays diversions and maximum use of aircraft capacity.

Comply with company policies and procedure related standards, ramp, safety and security procedures.

Managed the safe and efficient operation of up to 6 flights under my control per shift including 45 minutes intervals of departures.

Inform flight captain of any information pertinent to the safety of his/her flight.

Supervising ground handling agents to ensure customers’ needs are fully met i.e. Seating, baggage issues, passengers with reduced mobility (PRM), ground handling equipment (Under wing activities) i.e. fueling, catering, lavatory & Water servicing, Crew Transport, Ramp Agents & Ground Equipment.

Jan 2014 – Jul 2014 Africa World Airlines

Ground Operations Officer (Supervisor)

Display excellent motivational leadership, delegation and mentoring in-order to facilitate customer satisfaction. Strive with team to avoid complaints and earn compliments.

Supervising ground handling agents to ensure customers’ needs are fully met; from seating, bags tagging and other special service requests.

Supervision, assistance with passenger services and passengers being directed to and from the aircraft in a safe manner.

Responds in person, by phone or by radio to all emergencies involving airside / passenger, baggage activities. Contacts various airport personnel and agencies necessary to address and help facilitate various situations.

Organizing and planning of aircraft turnaround on timely and safely manner reconciliation of aircraft load.

Exhibit a good customer service by keeping passengers satisfied with service rendered from check-in counter to boarding gate by strictly adhering to security procedures.

Address passenger concerns regarding seating, connecting flight information, and special assistance

Deliver flight release to crew, record baggage/passenger counts, and reconcile all counts/weights with load control.

Nov 2012 – Jan 2014 Aviance Ghana Ltd

Assistant Operations Officer

Overseeing and coordinating the safe unloading/loading of aircraft.

Dispatched government contracted flight operations that carried military troops to African war counties and accompanying regions.

Co-coordinating & recording the safe and timely delivery of all services to the aircraft including: Catering, Fueling, Engineering, Cleaners, Toilet/Water servicing, Crew Transport, Ramp Agents & Ground Equipment.

Maintained airborne radio communication with aircraft in the event of an emergency, hazardous weather situations, and air traffic control delays.

Turnaround Co-coordinator for Africa World Airlines, Tap Portugal, Fly 540, Egypt air, Lufthansa, Gambian Bird, South African Airways, Middle East Airlines, Vuelling, and Iberia

Jan 2012 – Oct 2012 Aviance Ghana Ltd

Internship and National Service Scheme (Aviance Admin & Accounts Department & Personal Assistant to Accounts Manager)

Sorted and filed documents, deliver in-office mail and memos, and review documents for errors before they are sent out of the office.

Preparing of regular reports and give presentations of various types, including creating income and expenditure reports and donation lists.

Greeting of customers and clients who visit the office in person, and also receive incoming customer phone calls and emails.

Managing schedules for executive and VIPs who work in the office and also schedule meetings and events, as well as make booking arrangements for conference and meeting rooms.

Maintained employee database for the office by identifying staffing gaps and following up on new employees to ensure they are performing their duties well.

Travel arrangements by purchasing tickets and coordinating schedules and travel itineraries for VIPs and Executives.

June 2009 – Dec 2011 Queen Victoria Guest House

Assistant Manager

Streamlined and conducted pre-event meetings and staff trainings which maximized events processes and increased customer satisfaction by 32%.

Planning Weddings, Cooperate and Social gathering for individuals and companies for recreation.

Heavily involved in the day-to-day supervision of employees include scheduling, conflict resolution, payroll management and disciplining and ensuring that employees complete training and professional development programs as required by the Ghana Tourist Board and Hotel Association.

Keeping company running smoothly by taking on some managerial tasks, such as overseeing employees and providing customer service by resolving of customer complaints, address customer concerns.

Completing reports that would be submitted to the manager upon his/her return.

Responsible for the compilation, production supervision, and proofing of events marketing materials

Coordinated in all aspects of events including planning, designing, advertising, funding and sponsorship for semi-annual staff meet and greet, open house, family night out, multicultural night, and customer appreciation day.

Workshops /Training /Online Courses

Ghana Hotels Association.

Control/minimize hazards associated with food at each stage of the food production process and also using local materials to improve the conditions in the hotel industry.

Aviance Ghana Ltd

Dangerous Goods Regulation Training (CAT 10)

Fire and Safety Prevention

Ramp Safety Prevention (Initial)

Qatar Aviation Services

Dangerous Goods Regulation Training (CAT 10)

Report Writing Course

Effective Email Course

Principles of Baggage Reconciliation

Live Animal Regulations

Handling Bomb Threat Calls Course

Flight Management Briefs

Safety Management System Course, Leading Safety In The Workplace

Principles of Load Control

Handling of Falcons

Occupational Health & Safety

Special Assistance Team for Qatar Airways (SAT)

National Safety Council First Aid & Basic Life Support CPR & AED

Human Factor, Data Protection and Privacy Awareness

Supervisor Development Program 1,2,3

Understanding QR Competencies Level 2

Customer Care Case Management

Ambassador for Qatar Airways/QAS “PDA project” (This involves testing out the new tablet and evaluating it on daily basics for 2 months advising the technical team with modification on how to improve the project.)

Udemy Online Courses

Aviation Operations on the Ground Health And Safety

ISO45001. Occupational Health & Safety System

Further Skills & Achievements

Information Technology Proficiency (Windows,Microsoft Office, Mac IOS)

Excellent Customer service, Multitasking, Communication & Leadership Skills and serve as a representative for the company, which requires in frequent communication with clients and customers as well as staff and also communicate clearly and relay information in a way that others can easily understand.

Ambassador for Qatar Airways/QAS “Real-time project” involving testing out the new tablet and evaluating it on daily basics for 2 months advising the technical team with modification on how to improve the project.

Excellent time management skills with coordinating flights with minimum ground timing such as quick turnarounds under 60 minutes on narrow body aircraft and also under 75minutes for wide body aircrafts with NIL delays or 05minutes delay due reactionary.

Approximate number of flight dispatched in a year for both arrival and departure is 1,728 for both Qatar airways and other customer airlines, and for 4 years in Qatar airways in total 6,912 flights

Turnaround Coordinators real time capturing pioneer and test device personnel for trail basics for Wi-Fi and APN internet usage for devices for TRC's QR and QAS

Temporarily seconded to QAS operations control for QAS Bus management trail basics for real time and live time capturing on portable device for passenger arrival and departure book load into Ground Star Real-time software.

Skilled with ICAO phonetic alphabet for radiotelephony communication with the usage of two-way-radio handheld communication.

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