Manager Service

Oluwakunmi O. Olasanoye, MBA,PMP,CSM

Service Manager

Address: New York, NY 10034

Phone: 347-***-****

E-mail: *************@*****.***

Links: https://www.youracclaim.com/badges/11734520-0b8f-4583-baa6-837f84de6fd4/public_url

https://bcert.me/bc/html/show-badge.html?b=ajqtrvre

Passionate Service Management professional with 10+ years of experience in a client-facing, customer-focused, fast-paced and highly regulated Industry. Agile-minded and competent in providing quality service, communicating with internal and external stakeholders, managing diverse and multicultural teams, working with cross-functional departments, providing constructive performance feedback, inspecting and adapting to changing business needs, monitoring and verifying compliance to SOPs, ensuring compliance to domestic and international regulatory and policy requirements, documenting and reporting operational irregularities, and promptly resolving service issues.

Motivated to leverage a blend of knowledge, skills, and abilities to proactively create business value that satisfies stakeholder’s requirements by improving operational efficiency, building customer loyalty and retention, and garnering stellar customer approval feedback, while developing new skills in the application of innovative technologies and optimizing passion in project, product, and service management.

Skills

Microsoft Office suite, Jira, Visio, PostgreSQL, HTML,CSS

Stakeholder communication and relationship management

Quality standards adherence and assurance

Reporting and documentation

Mediation, Problem and conflict resolution

Team building and leadership

Inventory management and Resolving discrepancies

Safety oversight and compliance

Service planning and Process management

Client needs assessment and Product knowledge

Cultural sensitivity and awareness

First-aid and CPR/AED

Pre and Post flight briefings

Work History

Jan 2015 - Current

Flight Service Manager

Norwegian Air, New York, United States

Resolves customer complaints or problems, de-escalates issues, and improves customer satisfaction through adherence to stakeholders' requirements and quality standard

Collaborates closely with team members to identify and quickly address stakeholders' requests appropriately, satisfactorily, and timely

Analyzes products, processes, and procedures; provides actionable solutions to optimize efficiency, and implements changes where necessary

Updates and explains changes or modifications in products, procedures, and policies to team members, and as well verify understanding and compliance

Provides supportive link between cabin operations and external stakeholders

Coordinates, promotes and encourages continuous improvement culture, provides clear standard and improves team performance in safety, security, and service

Mediates safety, security, service, and emergency related issues, and documents actions in organizational reporting system

Directs and lead a cohesive team of 10+ crew members through shared vision, and ensures team success by inspiring confidence, recognizing stellar performance, and providing guidance

Manages and supervises a team of 10+ crew members throughout the flight life-cycle, enforcing security and safety protocols to optimize productivity of a $250 Million equipment

Monitors compliance with regulatory requirements, safety protocols and proper equipment and material usage

Oct 2012 - Oct 2013

Assistant Service Manager

GOPRO, Abuja, Nigeria

Managed 20+ FOH and BOH employees in a fast-paced environment fulfilling the hospitality needs of 1000+ guests daily

Maintained positive customer relationships by responding quickly to customer service inquiries, resolving guest complaints and, proffering solutions in a timely and reassuring manner

Developed loyal and highly satisfied customer base through proactive management of team customer service strategies

Supported operations by planning schedules and delegating assignments to meet coverage and service demands; executed other duties delegated by the Manager/General Manager

Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals

Coached team on effective upselling and cross-selling methods; multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives

Assisted Manager in interview process of prospective employees, assessed job applications, made hiring recommendations to bring in top candidates for key vacancies and provided feedback and

Generated repeat business through exceptional customer service and responded to customer concerns, with friendly and knowledgeable service

Enforced policies focused on increasing team productivity and strengthening operational efficiency

Trained team members in successful strategies to meet operational and sales targets

Established and optimized schedules to keep coverage and service in line with forecasted demands

Monitored performance, supported employee development, and boosted attainment of objectives through skill development and job satisfaction

Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities

Increased sales revenues by 55% over a period of seven months by promoting complementary products and educating customers about restaurant promotions

Onboarded new employees, including training, mentoring and new hire documentation

Developed and managed employee schedules, balancing individual requests and requirements with business needs

Kept work areas clean, organized and safe to promote efficiency and team safety

Jul 2006 - Sep 2012

International Flight Attendant

Virgin Nigeria Airways, Lagos, Nigeria

Ensured full and up to date knowledge of products and all aspects of the job; safety, first aid, security, and service procedures

Facilitated boarding process and created a warm, welcoming atmosphere with smiles, cheerfulness and a pleasing personality, by greeting passengers upon arrival to aircraft and providing direction to seats

Demonstrated and clearly explained emergency and safety procedures to passengers prior to takeoff such as the use of seat belts, oxygen masks, location of exits, and floor proximity lights

Responded to passengers promptly and attended to their needs efficiently, and If requirements could not be met, offered available alternative

Communicated to customers at all times of any delays, diversions and disruptions, gave reasons for such occurrences, and updated customers on changes to ground arrangements, and transfers

Ensured proper briefing during hand over so that existing requests, challenges, and needs are duly attended to, and follow up actions promptly established.

Displayed decent conduct whilst in uniform and when not in uniform, dress neatly and modestly, and safeguard the company's reputation either at base or outstations

Maintained high standard of cleanliness and personal appearance to promote sense of professionalism and passenger confidence in crew.

Adhered to local laws and regulations and, operated in total compliance with all airline and federal aviation regulations

Inspected interior of aircraft prior to, during and after flights to make sure emergency equipment was in place

Maintained firm yet positive attitude when dealing with distressed passengers during turbulent flights and unavoidable delays. Communicated information about connecting flights, reassured and comforted passengers

Served beverages and food items from refreshment cart and provided information about in-flight offerings to passengers

Attended workshops and training on customer service, conflict resolution tactics and safety procedures to keep abreast of industry trends and procedures

Coordinated with ramp agents to verify baggage was placed on correct outgoing flight

Supervised unaccompanied minors during flights

Promoted upgrade options to passengers, resulting in 72% increase in passengers choosing business class

Aug 2004 - Jul 2005

PERSONNEL OFFICER III

Office of the Secretary to the State Government, Minna, Niger State

Coordinated group meetings, documented, and archived minutes of meetings

Liaised on behalf of team with the SSG and Permanent Secretary

Performed all other duties as designated by the Permanent Secretary

Positioned as go-to person for up to seven staff members, troubleshooting complex administrative and training issues promptly

Education

MBA: Aviation Management and Operations

Lynn University - Boca Raton, FL

Project Lead on Capstone Business Project

B.Sc.Ed: Education Administration and Management

University of Ilorin - Ilorin, Kwara State

Member of Educational Management Students' Association

Member of National Universities' Education Student Association

Awarded Mr. Ebony

Affiliations

National Business Aviation Association (NBAA)

Project Management Institute (PMI)

Scrum Alliance

Interests

Project Management, Trading Stocks and Options, Inspiring and Motivating People, Reading, Traveling, Networking, Adventure, and Editing.

Languages

English

Native

Yoruba

Native

Certifications

Flight Dispatcher License - FAA

Project Management Professional – PMP

Certified Scrum Masters - CSM

Networking, Reading, Music, and Traveling

Enjoy listening to music, love meeting people and learning about different cultures and seeing places, imbibing knowledge for professional and personal development through training, books and podcasts.

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