Royal
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Customer Service Manager
Job Type: Full-Time , open to relocation

Goals

A very dedicated, determine, resourceful and practical person with passion for new challenges in a dynamic and competitive work environment; with the desire to join a team of professionals with a mission to make a difference in the corporate organization and provide excellence customer service at all times.

Education

From 2000 to 2001
FEDERAL POLYTECHNIC, ILARO, OGUN, NIGERIA
Town and Regional Planning
HND
From 1997 to 1998
FEDERAL POLYTECHNIC, ILARO, OGUN, NIGERIA
Town and Regional Planning
OND
From 1990 to 1995
ANWAR-UL ISLAM COLLEGE, AGEGE, LAGOS.
Senior Secondary School Certificate
High School (S.S.C.E.)
Languages:
English Fluently

Experience

CUSTOMER SERVICE MANAGER
J AND K INTERNATIONAL COMPANY LTD•
July 2015 - Present Day (2 years 1 month)
Lagos
Manage the day to day running of company operations in Lagos, and that includes responding quickly to all customer requests and ensuring that all staff members make sound decisions based on customer satisfaction. Assigning responsibilities, investigating and evaluating complaints as it relates to service. Representing the CEO occasionally in her absence as regards matters needing urgent management attention. Professionally develop new business ideas improve turnover through effective customer service, including outstanding marketing drive in timely and efficient manners. Managing customer service teams, processes, and polices. •Industriously manage and supervised the activities of all operation staff. Building customer relationships and loyalty.
OPERATIONS MANAGER
EXECUTIVE JETS SERVICES LTD •
December 2013 - June 2015 (1 year 7 months)
Lagos
Resourcefully manage company private jets handling and all flight movements. Deliver consistent, safe, reliable operations service, implement transportation schedules, supervised employees and coordinating vendors. Assist in the formulation of plans for aviation business developments. Efficiently estimate logs, operational reports, etc. and develop proposed changes. Make sure all relevant regulating requirements governing operations are met and followed. KEY ACCOMPLISHMENTS: •Ensure a culture that promotes safety through daily observations, shift briefings routine audit, monthly safety meetings, training's and documented safety procedures. Administer, monitor, manages the departmental budgets. •Productively perform leadership functions such a periodic reviews, making hiring decisions, and managing performance of direct reports. Ensure base shift scheduling matches operational and customer demands.
FLIGHT/ GROUND OPERATIONS SUPERVISOR
EAN AVIATION LIMITED
June 2011 - October 2013 (2 years 5 months)
Lagos
Efficiently monitored en-route flights, advice crew on weather conditions and sends movements. Advised passengers/guests concerning flight schedules, hotels, arrival or departure time etc. Prepared and coordinated international flight clearances for aircraft's/VIP jets. Analyzed weather conditions and issue advisories to Ground Services Officers and Customer Services Agents as necessary. Managed company account with NCAA, NAMA, and FAAN for all our operations. KEY ACCOMPLISHMENTS: • Successfully maintained perfect communication with all departments to ensure that all requested services are provided for both arriving and departing aircraft. Facilitated VIP passenger’s movement. • Positively managed and motivated staff through on the job quality monitoring to ensure all service standards are consistently achieved. Facilitated and pay for airport landing fees for Int. flights/VIP Jets.
PART TIME-INSTRUCTOR, FLIGHT OPERATIONS OFFICER, FLIGHT DISPATCHERS
AERO-CONSULT LIMITED-ATO •
March 2011 - April 2012 (1 year 2 months)
Lagos
Effectively delivered lectures on NCCA regulations, NAV. Gen. and practical dispatch operations to students to enhance the knowledge of students about flight dispatch operations.
FLIGHT DISPATCH SUPERVISOR
AIR MIDWEST NIGERIA
March 2010 - May 2011 (1 year 3 months)
Lagos
Supervised flight planning/routings and prepare dispatch releases. Advised flight crew on weather conditions, alternate landing plans and changes to ensure smooth operations and excellent customer services. KEY ACCOMPLISHMENTS: • Capably followed all regulations, reduce costs and enhance operations while interpret data (Notams, Jepps etc.) pertinent to each flight. Scheduled and monitored en-route flights to destinations. • Confirmed smooth, on time, and efficient flight operations also examined mechanic reports to ensure certain required maintenance was completed. Crew Schedule, briefing and monitoring of crew rest.
SENIOR AIRLINE SECURITY AGENT
QATAR AIRWAYS • Doha, Qatar.
September 2007 - May 2009 (1 year 9 months)
Outside Nigeria
Doha, Qatar
Liaised with various airline liaison officers/Immigrations authorities on issues of effective passport and visas controls for Passengers traveling to USA, UK & Europe. Responded to outstations calls/Telexes on passengers transiting requirements. KEY ACCOMPLISHMENTS: • Actively checked passengers manifest as against terror match as directed by transportation security administration, and Customs Boarder Patrols of U.S.A efficiently. • Escorted deportees and destructive passengers as and when required. Energetically performed general ramp operations/ valuable cargo handling such as; precious metals, bank currencies, and postal orders.
PROFILER
NORTH AMERICA AIRLINES
June 2006 - July 2007 (1 year 2 months)
Lagos
KEY ACCOMPLISHMENTS: • Examined passengers passport, visas/tickets, detects passports, visas forgeries, passenger’s luggage screenings and cargo intended for carriage in efficient manners.
PASSENGER SERVICES SPECIALIST
LANDOVER COMPANY/OVERLAND AIRWAYS
March 2003 - May 2006 (3 years 3 months)
Lagos
KEY ACCOMPLISHMENTS: • Exceptionally conducted all passengers and Airport protocol formalities at the Int’l. Airport (MMIA) Lagos. Handling of company’s parcel at the airport to branches outside the country. • Proficiently performed operations logistics, ground handling services, Aircraft fueling, crew hotel accommodation and filling of flight plan to ensure seamless operation. Handled Visa Application and passenger's check.

Additional information

Referees
MR. SEGUN DEMUREN MD-Evergreen Aviation Nigeria (EAN)
Certificates, Courses, Trainings
Jeppesen Jet-planner (Basic and Advance) Training. Denver, USA. January, 2015. IATA Diploma in Advance Airport Operations. Geneva, Switzerland. October, 2014 IATA Airport Operations-Advance. Geneva, Switzerland, October, 2014. IATA Airport Security Operations Optimization. Madrid, Spain, July, 2014. Dangerous Goods Regulations (DGR)-Initial category (6). Lagos, Nigeria, March, 2014. Human Factors for Flight dispatchers and engineers. Lagos, Nigeria, March, 2014. IATA Emergency Planning and Response for Airports. Geneva, Switzerland, October, 2013 FBO One Software Application, Lagos, Nigeria. April, 2013. IATA Station Ground Handling Management. Nairobi, Kenya. November, 2012. Basic Fire Safety Training, Lagos, Nigeria. September, 2012. Nigeria Civil Aviation Authority, Flight Dispatcher License, Lagos, 2010. FAA License Airman in Flight Dispatch, Florida, USA. 2009. United Kingdom boarder agency training by British Embassy, Doha, Qatar. 2008. Documents fraud by British high commission, Lagos, Nigeria. 2006. Basic AVSEC training course by Swiss port International, Lagos, Nigeria. 2006. Aviation security interviewer course by (ISDS), Lagos, Nigeria. 2006.
About Me
Innovative Travel Industry Specialist offering 11+ years of experience in operations management. A proven expert with specialties in commercial airline operations, flight dispatch, fixed base operations, VIP private jets handling, international flight clearances, aviation security, passengers handling, airport protocol services, procurement of visa/entry permit (STR), renewal of visas/residence permits, and general aviation logistics operations procedures. Poised for the next level success as a Transportation Manager, Logistics services Personnel, Customer Services Personnel, General Services/Administrative personnel, and Project Development Management within a reputable organization with the proven history of meeting and exceeding organizational objectives.