Dorota Baranowska
London
Summary
Accomplished professional with a strong focus on relationship building and stakeholder management, excelling in business development and client acquisition. Demonstrates expertise in B2B sales, contract negotiations, and ISO standards compliance, with a proven track record of implementing sustainability practices. Skilled in operational strategy and leadership, leveraging product knowledge to enhance client account management. Committed to driving growth through effective communication and people skills, aiming to further develop strategic initiatives that align with organisational goals.
Overview
16
16
years of professional experience
1
1
year of post-secondary education
Work history
Client Services & Operations Manager
Air Partner Limited (Wheels Up Group)
Crawley
10.2022 - 03.2025
- Leading team of 21+ members, across two operations departments; commercial & charter.
- ·Ensure seamless transition of service delivery between trading departments within Air Partner Operations and clients.
- ·Technically train, mentor and performance manage both departments, ensuring full compliance with company systems, procedures and values, focusing initially on documenting operational procedures and improving consistency across all team members.
- Developing and implementing operational policies, standards, and procedures for organization.
- Coordinating and managing two operations departments towards achieving operational objectives.
- Ensuring all operations are carried on in appropriate, cost-effective way.
- Improving operational management systems, processes and best practices.
- Formulating strategic and operational objectives and tracking progress towards achieving those objectives.
- Examining financial data and use them to improve profitability.
- Performing quality controls and monitor production KPIs.
- Managing procurement processes and coordinate material and resources allocation.
- Ensuring operational activities remain on time and within defined budget.
- Ensuring all legal and regulatory documents are filed and monitor compliance with laws and regulations.
- Working with HR department to create job descriptions, hire competent personnel, and oversee employee training programs.
- Addressing operational issues and working to solve them in effective and timely manner.
- Reporting to senior management and evaluating efficiency of business and its operations.
Operations Executive
Air Charter Travel
12.2019 - 10.2022
- Maintained, developed and growth loyal portfolio of key clients whilst achieving set targets and KPI measures each year.
- Provided support to individual team members in all aspects of their day to day trading and sales activities.
- Turnaround of new and existing client enquiries.
- Researched relevant industry data to create new sales leads.
- Proactive sales calling, client visits and portfolio management.
- Carried out aircraft visits and departure see-offs.
- Attended and represented Air Charter at relevant industry events.
- Identified opportunities to upsell and cross sell various Air Charter products to clients.
Key Account Manager
Menzies Aviation
01.2017 - 12.2019
- Managed relationships with five key accounts; Vueling, Icelandair, Turkish Airlines, TAP Air Portugal, Royal Air Maroc, Ukraine International Airlines while reporting to Station Manager and contributed to 100% retention rate.
- Liaised with Airlines on Customer Service improvement through passenger journey mapping projects; research on comprehensive experience from check-in to landing, disruption management, including baggage failures, flight delays, cancelations, airport systems failures, overbookings etc
- Designed and successfully implemented sales program for airport ancillaries; Spend per head of airport ancillaries increased from 0.30 p to over £2.00 per passenger over six-month period, which generated over £1mln revenue for airline
- Developed and Implemented policies and procedures designed to increase efficiency and effectiveness of Menzies station at London Gatwick Airport, whilst promoting sound safety, security and people management practices (ISAGO standard)
- Monitored and reported on performance of Menzies against customers' standards and SLAs
- Led and coordinated corrective actions projects
- Analysed key account metrics; researched key customers' needs and wants and suggested solutions to customers
Duty Manager
Menzies Aviation
12.2016 - 01.2017
- Planned and controlled entire shift operation; thirty-seven airlines and nearly one hundred flights a day while reporting to Head of Passenger Services
- Ensured all assigned tasks are followed through staff allocation, check-in and boarding procedures, uniform standards (Departure control system used: Amadeus Altea, INK DCS)
- Developed and led a Team of eighteen Supervisors and four Departure Control Agents (direct reports)
- Collaborated with Gatwick Airport Authorities on check-in and boarding improvement and disruption management
Team Operations Manager
Aviator UK
11.2015 - 11.2016
- Oversaw and managed Front of House operations that consisted of more than fifty flights a day, for variety of customers, including TUI, Virgin Atlantic and Vueling Airlines
- Trained and managed performance of fourteen Team Supervisors while leading a total staff of two hundred and fifty members
- Monitored staffing levels; was in charge for arrangements of ad hoc resources to attain SLAs or facilitate last minute requests from customers
- Built team identity to achieve high performance; chaired weekly staff meetings, edited daily briefings, educated employees on key performance indicators
- Documented performance with daily reports (Microsoft Excel)
- Cooperated with customer airlines; responded to feedback and complaints
- Identified trends in pursuance of improvements, which led to multiple changes in operating procedures (for check-in, boarding, floor, and queues management)
Team Operations Manager
Swissport UK
03.2015 - 11.2015
- Led and coached a team of twenty-eight supervisors and team leaders to deliver a safe and quality service to Swissport customers
- Planned operational programme whilst ensuring customer SLA's are maintained
- Chaired meetings with customers, stakeholders and employee forums
- Supported HR functions; performance reviews, welfare meetings, returns to work, disciplinary meetings, investigations, home visits, pregnancy risk assessments, performance management
Operation Supervisor
Swissport UK
06.2014 - 03.2015
- Supervised execution of daily operations that consisted of nearly eighty flights a day, across thirty customer airlines
- Planned resources and scheduling of eighty passenger services agents and fourteen team supervisors
- Liaised with airport authorities
- Managed inventory of supplies and collaborated with suppliers
Passenger Services Supervisor
Swissport UK
11.2008 - 06.2014
- Allocated day to day tasks (check-in and boarding) of over eighty staff members
- Responded to passengers' service complaints
- Represented Swissport during airport operational meetings
Education
Worldhost Principles of Customer Service - undefined
Worldhost UK
01.2014 - 12.2014
Master's degree - Marketing and Management / Information Technology
University of Wroclaw
Skills
- Relationship Building
- People Skills
- Communication
- Stakeholder Management
- Business Development
- Client Acquisition
- B2B Sales
- Contract Negotiations
- ISO standards compliance
- Sustainability practices implementation
- Operational strategy
- Leadership skills
- Product knowledge
- Client account management
Custom
In my spare time, I enjoy running, swimming and playing basketball because these sports keep me fit, challenge my physical limits and strengthen my team working skills.
Timeline
Client Services & Operations Manager
Air Partner Limited (Wheels Up Group)
10.2022 - 03.2025
Operations Executive
Air Charter Travel
12.2019 - 10.2022
Key Account Manager
Menzies Aviation
01.2017 - 12.2019
Duty Manager
Menzies Aviation
12.2016 - 01.2017
Team Operations Manager
Aviator UK
11.2015 - 11.2016
Team Operations Manager
Swissport UK
03.2015 - 11.2015
Operation Supervisor
Swissport UK
06.2014 - 03.2015
Worldhost Principles of Customer Service - undefined
Worldhost UK
01.2014 - 12.2014
Passenger Services Supervisor
Swissport UK
11.2008 - 06.2014
Master's degree - Marketing and Management / Information Technology
University of Wroclaw
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