Service Quality
Resume:
PERSONAL INFORMATION
Full Name
Winston Govender
ID/ Nationality
791**********/ South African
Contact Details
083-***-****/ 083-***-**** adis5u@r.postjobfree.com
EDUCATIONAL QUALIFICATIONS
School
UNISA - Centre for Decision Sciences
UNISA - Centre for Business Science
University of Pretoria
South African Bureau of Standards (SABS)
(SAATCA Accredited)
International Air Transport Association Training and Development Institute (Stanford University. U.S)
Short Courses
Vona Training and Consulting Services
South African Airways Training and Development Centre
Ubunto Training and Development
Arena Park Secondary (Kwa Zulu Natal), Grade 12, 1997
Diploma in Numerical Skills for Business (with Distinction) -2013
Degree in Business Management (3rd Year) -2014
Business Process Management (short course) -2015
The Standard for Quality Management (ISO 9001:2001) -2008
ISO 9001:2008 – Quality Management Systems -2011
The Standard of Quality Management Systems
Understanding, Lead Implementer and Auditing of ISO 9001:2008
Diploma in Airline Quality Management (with Distinctions) -2012
Aviation Internal Audit implementation and Control
Quality Management Systems for Airlines
Quality Management Systems Implementation and Control
Aviation Internal Auditor
Occupational Safety, Health and Environmental - 2005
Representative and Investigator
IOSA Auditor, ISAGO Auditor, SMS, IATA Document Control,
Partnering for Quality, Weight and balance of aircraft narrow and wide body, Cabin Crew Initial and Recurrent, TEC and Care Team,
Dangerous Goods cat 6, FIRETRAC, HIRA
PSIRA grade E-B -2019
Computer Literacy
Microsoft all packages (Outlook, Word, Excel, PowerPoint, Visio)
Nice Monitoring system, IQSMS Administrator, Claims – complaint and analysis system, High Level Reporting skills, Web focus complaints analysis system, Siebel, Lucent, Resourcing, scheduling and forecasting, BPM, SAP
Skills Developed
Trend Analysis, Time Management, Conceptualizing, strategizing and forward planning for department development/initiatives with a view to improving department deliverables and service delivery, Ability to work on several tasks at once effectively and to deadline, Effective Reporting Skills (written and verbal), Effective Presentation Skills Board Level, Conflict and stress management, Daily, weekly and monthly planning, Database development and management, Understanding of customer expectations and the development of quality processes in line with expectations, The ability to take an unbiased analytical view of an area and its processes, pin point problems and innovate ideas for improvement, working knowledge of Labour relations and disciplinary procedures, Leadership and negotiation skills, Constructively use other departments as resources for improvement, Ability to work on several different systems at once, Ability to work within a team or in a solitary capacity, Problem solving skills, People Management, Ensuring high levels of customer service through coaching and mentoring as well as the ability to effectively lead a team, Conflict resolution, Passenger/ Customer Handling
Name of Employer
Fidelity ADT Services Group
Period of Service
August 2019 – June 2020 – Retrenched COVID 19
Position
Senior Commercial Quality Manager
The Quality Manager is responsible for overall development, implementation, and maintenance of the Commercial’s Quality Management System (QMS) Including but not limited to the drafting and implementation of Quality Plan
Responsibility that the organization’s Quality Management System conforms to customer, internal, ISO 9001, and regulatory/legal requirements.
Ensure evaluation of, and reporting on, vendor quality systems and product reliability including drafting and implementation supplier evaluation system
Oversight inspection (examination) of incoming products, ensuring that they meet Product Committee requirements.
Manage the monitoring, measurement, and review of internal processes, especially those that affect the quality of the organization’s implementations, including but not limited to the development of Procedures, SOP’s and Document Control for all departmental work flows
Lead a team of Quality, inspectors, and technicians
Work with customers, employees, contractors, and outsourcing entities to ensure products and services are at the highest quality standards.
Report to top management on the performance of the QMS (e.g., results of quality findings and corrective actions), including the need for improvement from root cause analysis.
Conduct periodic management review meetings.
Oversee product recalls, warrantee repairs and common fault analysis.
Responsible for accuracy and timely inspection/calibration of monitoring and measuring devices.
Ensure the business keeps up on standards, regulations/laws, issues, and news with respect to products and services relating to quality.
Development and responsibility for the business’s emergency response plan
Maintain and Monitor Customer Communication
Drafting and maintaining the Inspection documentation with the recording of the findings for analysis and reporting
Controls and measurement of SAP Installation and Service Processes
Data Analysis for Continual Improvement
Corrective Action strategies, Implementations and controls to sign off.
Preventive Action analysis and reporting system
Quality Management reporting and feedback at MANCO Reviews
Subcontractor performance Evaluation
Data Analysis for Continual Improvement
Name of Employer
Blue Angel Trading - Operations Manager
Period of Service
October 2016 – June 2019
Overall responsibility for all planning, execution and delivery of product base
Acquisition and maintenance of existing client base and new clients
Overall responsibility for product safety and quality
Responsible for customer interaction and experience
Name of Employer
Aerosphere Aviation - Compliance Manager Safety and Quality
Period of Service
March – November 2017 / Consulting Contract
Approved ASO responsible for the safe operation of the operator
All manual drafting and approving
Acquisition and maintenance or part 135 AOC and ASL
Responsible for all compliance body interactions and audits
Responsible for all scheduled and non-scheduled operations
Responsible for all client interactions and experience
Name of Employer
South African Airways – Group Safety, Quality and Regulatory Standards Quality Specialist- Lead Auditor/ Quality Auditor, Control, Assurance/ Project Leader
Period of Service
October 2006 – March 2017
Development and management of internal audit plan and external supplier performance review schedule
Conduct internal audits as per audit plan on Quality Management System Indicators including:
Internal and External Service level agreements,
Policies and procedures (on all service touch points and service providers)
Policies and procedures streamlining.
Project Plans – Planning, implementation and follow up of various internal and external projects / audits, related to quality management.
Draw up reports on findings and trends using investigation and statistical data and including recommendations for improvement.
Compliance and Regulatory audits (ISAGO, ISO, SMS, IATA, DOT Part 382, CAA)
Manage all internal audit activities:
Annual review and development of audit plan / schedules.
Develop and monitor implementation of Corrective and preventative action plans for all non-conformance / observations and validate close out of such actions
Development and review of internal service level agreements
Monthly report on division / department status and performance up to EXCO Level
Benchmarking both internally and externally and aligning processes and performance with the organizations vision and mission statement.
Develop, implement and maintain a new Quality management system to all customer service areas (Ground and In-flight Operations)
Facilitate Induction training for all employees regarding quality in the workplace
Auditing of service levels for all customer contact points both locally and internationally.
Auditing of all in-flight service procedures and processes.
Development and mapping of auditing policies and processes in line with departmental requirements.
Development and maintenance of checklists for audits based on standard operating procedures and service level agreements for all customer service interface areas.
Develop and maintain relationships with internal and external service providers.
Management of policy and process management system including, updating, archiving, and version control of all procedures and communicating such to relevant role players (Active Document Management System)
Star Alliance, Star Quest contact for Southern Africa.
Facilitation:
Assess and identify training gaps, Compilation of training manuals in accordance with brand vision, Induction and introduction training to the brand, Product and system development training, Call centre dynamics
Conduct and facilitate projects as per Executive and line management request (project management)
IQSMS Administrator and developer
Reason for Leaving
Needed to develop further
Name of Employer
South African Airways - Customer Services and Standards
Period of Service
August 2005 – October 2006
Position
Customer Care Executive Office / Executive Liaison
Manage the communication channels for the highest level management, including the CEO and members of the board with members of the public.
Communication to the media and the public regarding maters of public interest.
During maters of critical sensitivity e.g. (major service breaks or an incident that affects the public), I would be called upon to advise that public and derive possible solutions.
Respond on an official basis for the office of the CEO.
Manage and maintain the Star Alliance, Star Quest contact office.
Star Alliance comprised of 19 International Airlines and Star Quest is the project that maintains the relationship between these organizations. It is a shared network for knowledge, information and business.
Communicate directly to public on a day to basis, by all forms of correspondence
Name of Employer
South African Airways - Customer Sales and Service
Period of Service
October 2001 – August 2005
Position
Customer Service Agent / Team Leader (Flysaa.com)/ Resource Planning
Facilitated and managed the move of the Flysaa.com project form the outsourced company, Dimension Data, back in house to South African Airways. In conjunction with Dimension Data.
Assisting customers in various frontline interface areas according to the company’s standard operating procedures and service levels.
Provide first line technical support to our customers telephonically and by e-mail.
Report and investigate online web abnormalities.
Offer services related to all aspects of the travel chain.
Handle both internal and external client’s complex concerns.
Offer troubleshooting solutions pertaining to the website content.
Assist with escalations from CSA’s and conflict resolution.
Performance managing of CSA’s and couching where necessary
Compiling and reporting on contact centre performance to Management.
Aligning Key Performance Areas in accordance to the policy of the industry.
Calibration and training to all new recruits
Manage and maintain the contact centre inbox.
Provide first line support to our customers telephonically.
Offer services related to all aspects of the travel chain.
Handle both internal and external client’s complex concerns.
Roistering for the Reservations contact centre totaling 250+ agents
REFERENCES
Mrs. Lindi Jordaan – SAA
Head Of Flight Operations - 083-***-****
Mr. Wesley Naidoo – ABSA
Head of Network – 071-***-****
Mr. Shaun Beckett – Fidelity ADT
GM Operations – 083-***-****
Mr. Zain Patel – Merchants
Managing Director - 082-***-****
Contact this candidate