Controlled outflow of information to all relevant parties (customers, authorities and suppliers) to drive customer service levels, facilitate efficient processes, comply with regulations and meet PR requirement. Acted as central point for all communication to customers and authorities in regular and emergency scenarios.
§Used specialist technical knowledge of flight processes, systems and aviation engineering to anticipate passengers expectations and flight crew needs, communicate effectively and provide efficient solutions.
§Managed all operational processes including liaison with airport authorities, legal and regulatory compliance, security and maintenance ensuring a proactive and flexible response to changing needs.
§Led and coordinated a team of 25 ground staff to provide efficient, seamless and calm support to customers, flight crew and other stakeholders.
§Developed and implemented operational policy and procedure balancing short term needs with long term planning.