Jamal Phillips
Crawley,WSX
Summary
Resilient individual with strong problem-solving abilities and excellent communication skills, combined with a background in crisis management and teamwork. Skilled in quick decision-making and maintaining composure in high-pressure situations. Committed to ensuring safety and providing immediate assistance, making a significant impact on community well-being.
Overview
12
12
years of professional experience
Work history
Duty officer
British Airways Holidays
Crawley, West Sussex
2023.04 - Current
- Proactively recognising potential crises, formulating strategies to mitigate their impact, and establishing guidelines for effective response and recovery.
- Crisis Communication on worldwide events impacting customers and the business.
- Identify and report system and product issues for investigations.
- Innovate opportunities for improvement in processes and system functionality.
- Investigate accidents and hazardous incidents to determine their causes and make recommendations for corrective action.
- Identify, analyse and report fraudulent booking trends.
- Deliver customer support to customers abroad.
Shared Services Officer
Civil Aviation Authority
Crawley , West Sussex
2021.08 - 2023.03
- Conduct assessments of EU to UK Pilot Applications, licences and medical certificates for licence dispatch.
- Managed wide-ranging queries both internally and pilot queries via email and on phone.
- Identified deviations from standard operating procedures, understanding causes and preventing reoccurrence.
- Unified efforts with multiple departments towards EU conversion project developments.
- Assess and verify vital pilot documentation received from EASA EU Aviation Authorities.
- Investigated complaints and instigated appropriate enforcement action in line with company policy.
- Accurately reconciled and processed payment reports for pilot licences and aircraft type rating applications.
Customer Support
Enable Limited
Brighton, East Sussex
2020.08 - 2021.08
- Generating and distributing payslips.
- Managed records for new starters and leavers.
- Kept updated with current legislation and tax codes.
- Completed year-end payroll, producing relevant P11Ds and P60s.
- Calculated furlough payments for employers in accordance with current government legislation.
- Handled HMRC and pension submissions.
- Managed expansive payroll files on new starters, leavers, holiday and statutory payments.
- Offered payroll and employment advice to clients.
Airport, Representative
VIRGIN HOLIDAYS
Gatwick, UK
2020.02 - 2020.08
- Managed 100 to 260 customers queries daily, effectively and professionally, offering prompt resolutions to any issues.
- Re-planned service/needs of customers around flight disruptions and short delays.
- Analysed operational practices, proactively challenging and implementing improvement to ensure compliance and growth.
- Manage third-party contractors, caterers, cleaners, bar staff and external parties who provides services for Lounge.
- Ensured smooth customer journey through Gatwick Airport.
- Planned and organised events for the V-Room around calendar holidays and special events inline with Virgin Promotions.
Pre-Departure Customer Service.
VIRGIN HOLIDAYS
Crawley, UK
2013.10 - 2020.02
- Managing all inbound customer queries regarding existing bookings.
- Resolving major holiday disruptions working alone, or within teams.
- Complaints handling solving on first-time resolutions.
- International travel, hotel site inspections for customer experience and safety.
- Organise support to external and internal departments, and suppliers.
- Delivering consistent experience, in line with companies' best practice, performed by embracing company values.
Education
GCSE -
St James Secondary School
Bridgetown2004
Skills
- Organisational Skills
- Crisis Management
- Excellent team player
- Microsoft Office tools
- Strong problem resolution skills
- Developing and sustaining strong relationships
- Operational Decision Making
- Detail and deadline driven
- Self-Motivated
- Target Driven
- Policy and regulation compliance
- Customer-focused
Timeline
Duty officer
British Airways Holidays
2023.04 - Current
Shared Services Officer
Civil Aviation Authority
2021.08 - 2023.03
Customer Support
Enable Limited
2020.08 - 2021.08
Airport, Representative
VIRGIN HOLIDAYS
2020.02 - 2020.08
Pre-Departure Customer Service.
VIRGIN HOLIDAYS
2013.10 - 2020.02
GCSE -
St James Secondary School