- Hiking
- Running, Pilates, Yoga and Spin class
- Reading
Amy Woodward
Harrogate,North Yorkshire
Summary
Proven skills in team leadership and customer service. Adept at problem-solving and ensuring smooth operations. Communicate effectively with customers and staff, always maintaining positive atmosphere. Flexible and quick to adapt, bringing enthusiasm and reliability to every working environment.
Overview
10
10
years of professional experience
Work History
Flight Planning & ATC Duty Manager
Jet2.com
Leeds, West Yorkshire
07.2024 - Current
- Provide continuous leadership for Flight Planning and ATC operations, ensuring safety, efficiency, and compliance at all times.
- Coach and mentor team members, building confidence and competence for service delivery.
- Manage shift rosters, staffing levels, and leave planning for full coverage.
- Fostered a positive work environment, motivating staff to achieve personal and team targets.
- Deliver training to support professional development and operational currency for staff.
- Conduct regular 1:1s for performance reviews and competency assessments, to maintain standards.
- Oversee the release of OFPs, managing ATC slots, and addressing operational disruptions or airspace constraints.
- Support the safety management system (SMS), promoting a just culture through open reporting.
- Upheld CAA and EASA rules across flight planning and ATC operations.
- Contribute to departmental projects, process improvements, and strategic planning.
Flight Planning & ATC Controller
Jet2.com
Leeds, West Yorkshire
01.2022 - 07.2024
- Promoted from Flight Planning & ATC Coordinator to Controller in September 2022.
- Lead and support flight planning and ATC coordinators in daily operations delivery.
- Proactively manage air traffic disruptions by assessing weather, capacity, aircraft equipage.
- Delegate and coordinate team tasks to support efficiency and quality standards.
- Provide timely operational disruption updates to wider operations team regarding weather, safety issues.
- Continuously collaborate with operations team to support flight deck crew service delivery.
- Managed network updates plus operational assistance, maintaining flight planning system stability.
- Assist duty managers in creating department training material for new employees.
Specialist Complaints Handler
Loans at Home
Leeds, West Yorkshire
11.2020 - 01.2022
- Resolved clients' queries and complaints through timely, accurate support actions.
- Created training materials supporting exceptional customer outcomes, and consistent delivery practices.
- Review investigation processes, identify improvement opportunities, and maximise quality and productivity within the team.
- Monitored performance and quality results, delivering constructive feedback to team members.
- Conduct thorough investigations per case in liaison with customer stakeholders.
- Helped deliver promising results, proven by a large reduction in escalations to the Financial Ombudsman, and a reduction in case overturn rates.
Complaints Handler
NewDay Ltd
Leeds, West Yorkshire
09.2017 - 11.2020
- Dealing with complex and challenging complaints, predominantly regarding irresponsible lending and affordability. Demonstrating empathy at all times.
- Practically reviewing ways to improve processes, such as addressing missing payments.
- Assisted the Finance department with missing payment complaints to identify and locate transactions made to the business that were not reflecting on customer accounts.
- Leading and motivating teams to manage large caseloads and drive thorough investigations within specific time frames.
- Prioritised urgent and high-risk complaints, ensuring they were escalated appropriately and resolved in a timely manner.
- Communicated solutions, apologies, and compensation to customers, restoring their confidence in the service provided.
- Acknowledged and responded to customers' concerns within set SLAs for compliance with company standards.
- Maintained a customer-centric approach to ensure fair outcomes, to reduce escalations to the Financial Ombudsman Service.
- Signposting vulnerable customers to appropriate business areas and external organisations to ensure they receive the appropriate support.
- Analysed complaint data to identify trends and areas for improvement, contributing to service enhancement initiatives.
Waitress/Bar Staff
Cucina
Leeds, West Yorkshire
07.2016 - 10.2017
- Provided excellent customer service, ensuring customer satisfaction and positive experience outcomes.
- Delivered meals and beverages promptly, ensuring orders were correct and met customer satisfaction.
- Delivered friendly and fast service to process high-volume food and drink orders at peak times.
- Optimised customer experience, serving each guest with sincere, positive and enthusiastic attitude.
- Maintained safe hygiene and food handling standards for full compliance.
- Assisted in opening and closing duties, including cleaning tasks and preparing the dining area for service.
- Facilitated a welcoming atmosphere, engaging in friendly conversation with guests to enhance their dining experience.
- Assisted colleagues during busy periods, fostering a team-oriented atmosphere to improve overall service.
- Processed customer payments accurately, handling cash, credit card, and contactless transactions.
Education
UKOMA - UK Ops Managers Association
Crosby Aviation
Hitchin, Hertfordshire2022
NVQ Level 3 - Business Management
Kirklees College
Huddersfield2017
GCSEs -
Bruntcliffe Academy
Leeds2015
Skills
- Operations management
- Compliance monitoring
- Incident management
- Customer service
- Roster planning
- Disruption handling
- Staff leadership
- Team engagement
- Conflict management
- Leadership and teamwork
- Effective team leader
- Critical thinking and problem solving
Interests
Timeline
Flight Planning & ATC Duty Manager
Jet2.com
07.2024 - Current
Flight Planning & ATC Controller
Jet2.com
01.2022 - 07.2024
Specialist Complaints Handler
Loans at Home
11.2020 - 01.2022
Complaints Handler
NewDay Ltd
09.2017 - 11.2020
Waitress/Bar Staff
Cucina
07.2016 - 10.2017
UKOMA - UK Ops Managers Association
Crosby Aviation
NVQ Level 3 - Business Management
Kirklees College
GCSEs -
Bruntcliffe Academy