Summary
Overview
Work History
Education
Skills
Timeline
Generic

Geeta Peres

39 Parkfield Road, South Harrow,United Kingdom

Summary

A passionate and motivational leader with 10 years experience in airline operations. Strong people management and problem-solving skills, leading and coaching teams focused on creating a collaborative, safe and secure working environment. A resilient and adaptable role model uncompromising in safety and security processes adept in prioritizing and decision-making.

Overview

22
22
years of professional experience

Work History

Operations Manager - Loading

British Airways
05.2024 - Current
  • Operational shift management, making key decisions on shift to ensure delivery of a safe, secure and punctual operation for BA and Heathrow
  • Accountable for the performance of operational colleagues within the Loading department alongside the management of my own teams performance, lateness, compliance and development.
  • Working alongside the safety and security team to role model and champion safety behaviours; challenging non-compliance driving and delivering safety protocols implementation, creating safer workplace conditions
  • Investigating and actioning Air reports in a timely and efficient manner
  • Act as a management representative during safety events ensuring correct reporting and duty of care processes are followed
  • Support the delivery of continuous improvement initiatives and own defined portfolio areas
  • Collaborating with third party stakeholders ( such as HAL, IAG, Cargo) to ensure robust delivery of the Heathrow operation
  • Holding suppliers like Do & Co (Catering ), Wilson James (PRM) and DHL (cleaning) to ensure delivery within timescales and support the drive for punctuality
  • Foster effective day-to-day working relationships with local trade unions
  • Collaborating with Resource and Allocation to ensure the operation is resourced correctly and deployed to deliver for our customers, taking appropriate mitigating actions where necessary
  • Lead and manage the operations in times of disruption, working closely with the AOCC to ensure minimal impact
  • Ensure teams are engaged and clear on their roles, responsibilities and key operational metrics enabling teams to achieve business objectives on time and with a safety driven culture


Customer Experience Manager

British Airways
01.2020 - 04.2024
  • Leading and maintaining operational oversight to identify and mitigate issues and changing needs and demands in all aspects of Customer Experience operations in Heathrow- Landside, Connections, Lounges and arrivals
  • On the day people management of operational colleagues ensuring highest standards of service and Hallmarks are delivered consistently and driving safety and security compliance
  • Making well-informed, effective and commercially viable operational decisions working across Heathrow departments to tight timescales
  • Engaging with teams, setting clear expectations through shift briefs, clearly defining roles and responsibilities to drive NPS
  • Effectively communicating, coaching team and mentoring all operational colleagues & challenging behaviors to drive punctuality and safety targets
  • Leading shift briefs and engaging with colleagues setting clear expectations to deliver our BA better together vision
  • Developing and driving a collaborative environment of high performance through consistent people management, monitoring engagement scores through employee engagement survey ensuring colleague well being and recognition
  • Leading by example to build empowered, engaged workforce ready to deliver exceptional service thereby enhancing colleague engagement scores
  • Ensuring adherence and compliance of all regulatory and safety procedures and protocols maintaining an on target, safe and secure working environment by promoting safety reporting & non compliance
  • Resilient in problem solving and decision making during disruption to find innovative solutions
  • Role modelling best practices and brand behaviors, championing well-being and recognition of team members through Above and Beyond platform
  • Act as management representative during safety events such and as A/C emergencies, medical emergencies and death on board, ensuring correct reporting and duty of care processes are followed
  • Collaborative working with Airside Zonal Managers, Critical services and suppliers to deliver seamless customer journey
  • Effective relationship building with key stakeholders including trade unions and third party stakeholders – Aurora, UKBF, HAL, Ethos Farm and Wilson James among some, holding them accountable to ensure robust delivery of LHR operations.

Customer Service Manager

British Airways
03.2018 - 12.2019
  • Leading and motivating an efficient and effective operational team of front-line agents on the day centered around Service Hallmarks ensuring a safe and secure working environment
  • On the day people management acting as a point of escalation for resolving Customer issues and responsible for ensuring the delivery of customer standards, punctuality and safety on the day
  • Accountable for people line management, leading and motivating my own team members to deliver a safe and secure and punctual operation for BA and Heathrow in accordance of our Plan4 business proposition
  • Work as part of the wider operational management team to ensure a smooth operation at Heathrow, including during times of disruption
  • Deliver to all compliance standards through SOPs, Lead CSM and BCP to ensure a safe, resilient and punctual operation, ensuring conformance of the team on the day to all mandatory training and safety procedures, taking corrective action as appropriate
  • Use of technology and insights to proactively address areas of Customer concern or operational problems (e.g
  • Pulse)
  • Managing revenue discretion and spend against financial plan targets, proactively identifying and driving ancillary revenue opportunities, continually assessing delivery against targets
  • Accountable for coaching, supporting and development of team members, creating a culture of highly-motivated, resilient and service focused people to deliver for our customers
  • Responsible for leading a performance driven organization, through effective management, communication and use of operational performance data and technology
  • Accountable for empowering the teams on the day to deliver first contact resolution with customer queries, and supporting with any associated follow up
  • Professionally dealing with any downgrades, A/C emergencies, medical emergencies and death on board.

Customer Service Executive

British Airways
11.2016 - 03.2018
  • Delivering BA service Hallmarks while dealing with Customers
  • Assisting customers with changes to their itinerary while collecting relevant payments due as per BA policies
  • Finding viable solutions for disrupted customers making their journey as seamless as possible
  • Dealing with customer complaints transforming them into workable solutions
  • Assisting customers experiencing problems with ESTA/visa issues, ticketing problems or any other queries
  • Encouraging eligible customers to upgrade and enjoy full range of cabin classes and services on-board
  • Liaising with relevant departments in dealing with delays, cancellations or night stops
  • Ensuring all company procedures and compliance process are adhered to at all times
  • Coaching and Mentoring new entrants empowering them with key skills to support their development.

Customer Service Representative

British Airways
03.2014 - 10.2016
  • Providing highest level of customer service while hosting, at check-in, boarding gates or in our lounges
  • Ensuring compliance with baggage regulation and collecting baggage charges where applicable
  • Working as a team with other departments to ensure a safe and timely departure of all BA flights
  • Displaying a high standard of appearance and uniform guidelines
  • Assisting with our Work experience programme showcasing the best British Airways has to offer future candidates.

Customer Advisor

Barclays Bank Plc.
09.2012 - 03.2014
  • Identifying customer needs and requirements and implementing them in timely manner
  • Ensuring that all processes at the branch are undertaken smoothly and effectively while delivering courteous and professional service to all our customers
  • Identifying potential problems and finding solutions to complex customer related problems and queries
  • Working as a team to ensure that all protocols are followed and adhered to while recording all activities as per company policy.

Client Service Manager

Aramex
03.2003 - 09.2004
  • Take ownership of customer issues and follow problems through to resolutions
  • Improve customer service experience, create engaged customers and facilitate growth
  • Keep accurate records and document customer service actions and discussions
  • Develop service procedures, policies and standards
  • Mentor and develop team and nurture an environment where they can excel through encouragement and empowerment
  • People management as per policies of performance, sickness or lateness
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Adhere to and manage approved budgets
  • Building and maintaining strong customer relationships.

Education

Bachelors in Science - Computer Science and IT

R. D. National College

H.S.C. Examinations ( A Level Equivalent) -

R. D. National College

S.S.C. Examinations (GCSE Equivalent -

St. Josephs Convent

Skills

  • Significant knowledge of airport operations gained through extensive management experience both Above & Below wing
  • Excellent communication and proven leadership skills as gained through customer and people management
  • Highly motivational and collaborative with passion for coaching and mentoring members to develop performance and safety focused teams
  • Proactive and resilient in pressured and changing demands against tight timescales
  • Commercially aware & able to interpret data and insights to ensure innovative decision-making against operational and budget constraints
  • Strong planning, organization and problem solving skills
  • Flexible and agile, ready to adapt to needs of our operation and our people

Timeline

Operations Manager - Loading

British Airways
05.2024 - Current

Customer Experience Manager

British Airways
01.2020 - 04.2024

Customer Service Manager

British Airways
03.2018 - 12.2019

Customer Service Executive

British Airways
11.2016 - 03.2018

Customer Service Representative

British Airways
03.2014 - 10.2016

Customer Advisor

Barclays Bank Plc.
09.2012 - 03.2014

Client Service Manager

Aramex
03.2003 - 09.2004

Bachelors in Science - Computer Science and IT

R. D. National College

H.S.C. Examinations ( A Level Equivalent) -

R. D. National College

S.S.C. Examinations (GCSE Equivalent -

St. Josephs Convent

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Geeta Peres