Alexander Bielstein

PRM Service Delivery Coordinator (Welcome Host – PRM)
Wilson James – Heathrow Airport Terminal 3
2022 – Present
- Act as the central operational point of contact and supervisor for all PRM and special assistance services in Terminal 3
- Supervise, allocate tasks, and manage breaks for teams of Customer Service Agents (CSAs) and Allocators
- Oversee the PRM Ozion command system and all host desks; maintain real-time liaison with T2, T4, and T5 for flight connections
- Primary liaison with Heathrow Airport Limited (HAL), airline partners, and ground handlers
- Deliver direct passenger assistance and provide information at the PRM desk when required
- Monitor service standards, resolve escalations, and ensure on-time performance for wheelchair and special assistance requests
- Ensure full compliance with aviation security, safety, and GDPR regulations

Operation Audit-Lloyds Group
FSSI
[Part Time]
Task performed includes measuring operational performance and customer experience throughout
company, primarily through call and case auditing. Creating a faster time in feedback decisions.
Lloyds' Bank Group Product Auditing, Santander Bank Product Marketing and Field marketing. New Product marketing Executive Consultant.

• Ensured property security by conducting regular inspections and monitoring CCTV systems.
• Executed general maintenance tasks including
• Handled tenant complaints, resulting in improved relationships.
• Managed waste disposal effectively reducing environmental impact.
• Coordinated with various contractors for timely completion of major repair works.
• Maintained cleanliness of communal areas to create a welcoming environment.
• Accepted deliveries of goods and conveyed to appropriate storage areas.
• Conducted weekly fire alarm tests in assigned buildings.
• Performed gardening duties, enhancing the aesthetics of outdoor spaces.
• Coordinated viewings for potential renters leading to faster tenancy agreements.
• Reported any serious maintenance issues to the owner promptly thus preventing further damage.
• Negotiated contracts with vendors, achieving cost-effective services.

• Certified Voith DIWA Transmission Test Engineer
• Technologies: Microsoft Dynamics;Citrix ; in-house system application process.
• DIWA: Using computer simulated modelling to testing Voith DIWA transmission systems within agreed and approved tolerances during engine services and upgrades for the Voith Service Exchange (SX) programme.
• Extrapolate vehicle diagnosis data from Transmissions microprocessor control system, providing reports for Design Engineers to enable the most effective continuous improvement.

• Logistics: Received and sorted items for dispatch according to established routing schemes.
• Bundled, labelled and routed sorted mail to designated areas depending on destinations.
• Ensured addresses were legible/ correct with sufficient postage and in suitable condition for transportation.
• Operated scanning equipment, addressographs, bar-code sorters etc.

• Client Support: Member of Team providing all aspects of daily care, support and activity plans for elderly residents.
• Delivered an excellent standard of client care in a positive and productive environment.
• Worked with associated professionals to develop and implement appropriate and effective Care Plans.
• Respected and observed client confidentiality, customs, values, culture, religious and spiritual beliefs.

• Stock Control: Performed Delivery & Dispatch process for Engineering Stores, completing/ checking documentation.
• Allocated replenishment orders through SAP to enable timely procurement and optimum availability.
• Maintained up-to-date knowledge of stock range and ability to identify components and equipment.
• Identified, investigated and resolved stock discrepancies and faulty/ missing stock.

• Project Coordination: Coordinated the implementation and development of Eurica’s PFI (Private Funded Initiative) Catering Contract with Willesden Community Hospital, ensuring achievement of SLAs in Customer Care.
• Compliance: Managed delivery of contracted provision in Customer Care, and monitored contract compliance, producing regular reports to record findings and suggest corrective actions/ improvements.

• Promoted from initial role as Supervisor of small team.
• Remit: To manage a team of up to 20 Customer Service Coaches responsible for ensuring Sodexo Catering staff deliver an excellent standard of customer care in accordance with company’s contractual agreements.
• Staff Management: Supervisory responsibility for the Customer Service Team, including induction, training, development, motivation and performance management.
• Scheduled staff rotas, authorising holiday phasing and sickleave and monitored workflows, allocating tasks according to priority and level of expertise required.
• Customer Service: Established a customer-oriented culture, ensuring teams provided high customer service standards, acting as a role model to promote best practice.
• Ensured resources were utilised to maximum effect to achieve and exceed all expectations, acting as first point of contact for escalation of more complex issues and adequately investigating complaints.
• Provided a commercial approach to resolution of any department issues both operational and commercial, responding effectively to changing circumstances and managing conflicting priorities.