Customer Service Manager

Education:

Bournemouth University, Bournemouth, Co. Dorset, England

October 2000 – July 2001: BA (Hons) Leisure Marketing

Fermanagh College of Further Education, Enniskillen, N. Ireland

September 1998 – June 2000: BTEC National Diploma Travel and Tourism

January 1997 – June 1997: NVQ Level II Business Administration

F.H. Collins Senior Secondary School, Whitehorse, YT, Canada

September 1994 – November 1996

Employment:

October 2008 – Present – Colt International LLC

Team Supervisor, Calgary, AB

My main role in this position is to develop, review, authorize and revise international flight plans for various types of private aircraft worldwide; I was to ensure that proper air routes were being used by utilizing Jeppview and CFMU to verify accuracy. Along with flight planning I have to determine the operating conditions and requirements for each flight taking weather systems into account. Coordinating ground handling arrangements for arrivals and departures is also a huge part of the job and ensuring that proper landing and over flight permissions are requested with the proper international government agencies on behalf of the client based on the routes flown. I am responsible for communicating with the flight crews as well as the aircraft coordinators to provide consistent customer service. At the end of each trip I am required to complete and generate billing summaries for the accounting department. In order to complete all of the tasks I must utilize various types of software and web based programs for flight planning, fuel quoting and obtaining necessary information.

April 2008 – September 2008 – Alkan Air Ltd

Dispatch Manager, Whitehorse, YT

My main duties included compiling all logistical data for airstrip and bush flying aircraft, and communicating with pilots and clients on a daily basis to ensure that each flight was completed with superior customer service. Within the first few weeks, I was training colleagues on the recently acquired Skyline Reservation system. I was the first point of contact for flight quotations for domestic and cross boarder charters. Once the charters were confirmed, all flight planning, requesting Customs and Immigration clearance for aircraft as well as all persons onboard were completed, I designated and dispatched the crew for the flight. In the first few months I created a straightforward Dispatch Manual and a separate Training Manual for the department so that any questions that should arise in regards to the Dispatcher position could be referenced and answered with ease.

January 2007 – July 2007 - Sunwest Aviation Ltd

Flight Coordinator, Calgary, AB

I was responsible for a client base of approximately 80 Companies. My main duties included organising flights for both managed and charter aircraft, communicating with pilots and clients on a daily basis to ensure that each flight is completed with superior customer service. I was also first point of contact for flight quotations for domestic and international charters. Once the charter was confirmed all flight planning, requesting Customs and Immigration clearance for aircraft as well as all persons on board was then completed prior to departure. Once the aircraft landed at the final destination I was responsible for all ground transportation, catering and accommodations for both Clients and Flight Crew.

May 2006 – January 2007 - Air Sprint Inc

Dispatch Lead, Calgary, AB

As Dispatch Lead I was responsible giving final flight authorization for each flight that was to be dispatched, while coordinating the daily flight operations schedule and maximise aircraft flight schedule to optimise efficiency. In this role I was responsible for Flight following as well as assigning tasks to Dispatch Coordinators, ensuring that their daily tasks were completed and giving them a hand if they fell behind. I communicated with Owners as well as Flight Crew for any dispatch related questions, and relayed all flight changes to all concerned for each flight. I supervised up to 5 persons in the office, and reported to the Flight Coordination Manager of any Dispatch deficiencies. I was given various responsibilities and tasks as directed by the Manager.

September 2003 – April 2006 - Kenn Borek Air Ltd/Unaalik Aviation

Pilot Administration, Calgary, AB/Base Manager, Resolute Bay, NU

My main role upon obtaining the Pilot Administration job was as the Chief Pilots Assistant, in the position, I was responsible for booking all company travel to destinations worldwide, and ensuring that accommodations were booked while away. Other duties included keeping a database of the Pilot Manual Library, Credit Card Expenditure for each bases’ travel expenses, Fuel cards issued to any aircraft/person in the company, as well as arranging Flight permits, over flight permits as well as any Customs and Immigrations for Aircraft and crew.

In September 2005 I was promoted to Base Manager in Resolute Bay, Nunavut. In this position I shared the role with another Manager on a rotational basis of 3 weeks. My duties included Flight Following and dispatching aircraft, quoting and organising charters to remote areas in the High Arctic, as well as Greenland. I was also responsible for 6 weekly scheduled flights to various remote communities in Nunavut, and produced weekly agent reports as well as month end and revenue reports for the accounting department. I also ensure that all Canada Post food mail as well as 1st & 4th class mail was expedited in a timely manner.

February 2003 – September 2003 - SearsTravel.ca

Travel Consultant/Website Co-ordinator

My main duty in this joint role was as a Go Canada Reservations agent was to assist other Sears Travel agents nationwide. I was then given the Petro Points Redemption account for booking flights with the points customers accrued. I was also updating the Daily Specials on the website through direct tours via Sabre, and replying to any emails in regards to website difficulties and sent out passengers Airline Schedule changes.

February 2000 – March 2002 - Skibound (First Choice Holidays)

High Season Representative: Valfrejzus, Valloire & Risoul (French Alps)

As a High Season Representative, I was required to go out to a resort for no more than 2 months at a time. My main duties were to organise après ski activities for school children aged 7-17 years old that would accommodate 40 to 80 people, while at the same time maintaining a close relationship with their teachers and parents. On rare occasions I would be required to complete medical paperwork for injured students or Insurance claims for lost property with local officials.

Certifications:

Service Elements

WHIMIS

Dangerous Goods Training

Industry Canada Aeronautical Radio Licence

Contact this candidate