Jeanette Coldwell
Ashford,Surrey
Summary
Exceptional problem solving and conflict resolution skills. Personable, offering a high of level of experience in resourcing, strategic planning and analysing. Driven, focused and a desire to succeed. Enthusiastic and well organised with a solid background in supervising and project led tasks. Highly organised and meticulous work ethics.
Overview
2025
2025
years of professional experience
Work history
Senior Associate Resource Consultant
PricewaterhouseCoopers(PWC)
London Bridge , London
08.2022 - Current
- Planned logistics across international boundaries to reliably meet delivery and schedule requirements.
- Responsible for managed demand and supply capacity requests for the portfolio of over 95, using workforce planning systems.
- Trend data for financial and performance forecasts to establish accurate budgets aligned with operational needs.
- Defined KPI targets to maintain solid standards of work within Cloud Technology Team and overall portfolio.
- Work with the Business Unit and Relationship Manager function to support the business strategy around agility and mobility.
- Support the overall business objectives and strategy of the Business. Update accuracy of records produced in Management Information for the leadership and client needs, e.g. graphs analytical data, trend reviews and analyse the MI and reports highlighting BU trends and any risks/exceptions.
- Support the Resourcing Senior Lead to deliver on business strategic and people priorities including fair work allocation, regular skills reviews.
- Responsible for the operational rhythm and delivery of reporting insights that are informative and provide clear trends and risks and actions for the business to take.
- Responsible for supporting headcount planning and movements including monthly reconciliation, interaction with Human Capital (HC) and recruitment for people planning. Includes: Transfers in/out, Secondments, and supporting business cases for permanent moves. Annual headcount budget planning and half year review.
Resource Planning Coordinator
Virgin Atlantic
London Heathrow Office
01.2016 - 07.2022
- Building and creating new rosters with level coverage and the correct competencies on each roster grid including rostering of staffing schedules and operational forecasts.
- Monitor timelines and flag potential issues in advance to relieve low capacity and resourcing problems.
- Attend daily meetings with stakeholders ie. Head of London Heathrow, Compliance Manager and Supplier performance manager to maintain strong communications in multidisciplinary workforce and discuss the next 3 day outlook of the resourcing and operational requirements.
- Using data graphs to analyse and highlight detailed sections and where we potentially may need more resource and or the use of overtime.
- Identifying any last minute obstacles and making quick and thorough decisions to alleviate potential problems that may arise.
- Liaising with HR to assist and input new starters, flexible working hours and maternity leave and return to work
- Planning logistics across whole of London Heathrow to reliably meet delivery requirements.
- Effectively and diligently matching staffing skills with duties for forward allocation plans and assigning the correct agents to outbound and inbound flights with corresponding skills and airside security passes.
- Adapting and reporting any movement or changes with performance versus the plan to adhere to the agreed tolerance levels set
- Analysing predicted and booked flight forecast data loads to ensure minimum staffing levels are met.
- Use of trend data and forecasts to establish accurate budgets aligned with operational needs.
- Implementing a set of comprehensive tracking processes to monitor Aspect's performance.
- Liaising with Stakeholders and other departments to create new rosters and roster grids using Excel and data spreadsheet's for set up of new departments.
- Introduce operational and administrative procedures to uphold integrity of current processes.
- Working under pressure to protect the ever changing demand, due to changes with the flight schedule and passenger flight capacity.
- Using Planning and Allocation software such as Qunitiq, EWFM and Sabre to effectively service the workforce.
Quintiq Develop and Implementation Project
Virgin Atlantic
Hertogenbosch, Holland/Dusseldorf Germany
01.2016 - 10.2016
- Responsible for business travel to Holland and Germany to source, buy, setup and implement new resourcing, planning and allocation system (Quintiq) for the Company.
- Communicated and brainstormed closely with stakeholders, including solution vendors and merchants, to maximise project potential and to secure the well-timed implementation and start up of usage of the new workforce system. Maintained strong working relationships with suppliers and vendors to obtain favourable contract terms.
- Partnered with users to understand and define system requirements.
- Inspected and performed extensive testing and trials of the Quintiq system products for defects, damage and potential weaknesses before using results to identify and fix vulnerable areas to achieve better utilisation for the business.
- Designed impressive solutions and created new processes to overcome existing system challenges
- Introduced and helped developed a new application allowing staff to utilise and access the system by the user downloading to a mobile device. Made uniquely for Virgin Atlantic.
- Assisted with staff development ie. Resource Coordinators and staff end users, by implementing effective, hands-on training programmes for the employees to maximise their performance and usage of the new Quintiq software.
- Monitored system performance using recognised and agreed criteria.
- Facilitated system expansion, modification and updates.
Turnaround Officer
Virgin Atlantic
(Secondment) London Heathrow Terminal 3
07.2019 - 04.2020
- Full Accountability of authorising aircraft departures and arrivals.
- Planning of the aircrafts prospective loads of cargo and baggage based on weight of load and capacity on board
- Completion of reports with final load plans and any last minute changes stated clearly
- Liaising with the Senior Dispatcher to plan flight path sheets used for the flight deck
- Analytical interpretation of plans set out by air Traffic control
- Aviation scheduling stands, potable water, catering and maintenance company checks before the aircraft is cleared to be utilised
- Following full procedures and processes to ensure complete safety and security are always adhered to.
- Opening of aircraft doors on arrival flights and operating jetties with a full licence airside driving licence to help ensure remote stands are accessible and on time performance is not compromised.
- Checking of paperwork i.e., Loading Instruction Reports and flight plans.
- Liaising closely with Flight Deck, Cabin Crew, loading Supervisors, fueller & engineers to achieve all the procedural requirements.
- Monitored flight and duty times, coordinated schedules and recorded changes in master schedule.
- Monitored movement of aircraft to minimise delays and maximise safety.
- Making time-sensitive decisions to keep flight departure push back running on-time and meet objectives.
Checkin Supervisor
Virgin Atlantic
London Heathrow Zone A
03.2014 - 02.2015
- Supervising all staff at Checkin and airside on the desk and floor
- Dealing with downgrades and over sales of flights and planning new routes for their onward journeys
- Complete leadership of the Checkin area addressing passengers concerns regarding delayed and cancelled flights and resolving the issues with careful consideration of the business.
- Using Shares, GUI, Air4 and Snap Airline computer software
- Relay updates and information to passengers in a friendly and timely manner.
- Daily meetings with Duty Managers and Dispatchers to plan the shift and flights on the day
- Maintaining a friendly, positive attitude when dealing with distressed passengers.
- Managing staff's concerns and uniform standards
- Dealing with issues in line with safety and security procedures
- Delegating task and monitoring the team's performance.
Planning Supervisor
Virgin Atlantic
London Heathrow Zone A
02.2015 - 12.2015
- Building of the next day's Allocation plan for Checkin staff
- Creating a match of skills to on the job requirements
- Ensuring all job roles are covered and clearly allocated
- Ensuring staff have their entitled breaks and are given the tools to carry out their assigned duties
- Working with higher management to ensure inbounds and out-bound are met and tight deadlines are adhered to.
- Planned, directed, coordinated and assigned manpower to meet aggressive production schedules.
- Reviewed and appropriately actioned incoming correspondence to organise effective workflow.
- Established operational and administrative procedures and enforced controls.
Senior Customer Service Agent
Virgin Atlantic
London Heathrow Zone A
09.2005 - 03.2014
- Ensuring the daily plan is followed correctly and break times and departure times to airside duties are adhered to.
- Supporting of the Check In Supervisor, actively take on customers concerns and finding In charge at the transfer desk making sure all colleagues are fulfilling the roles of crossroads and check in transferring customers to have a smooth and efficient area and department.
- At gates; acting as the main support for the Flight Supervisor and leasing with the FSM's and Dispatcher to enable the gate to run efficiently.
- Dealing with any queries from boarding customers or supporting other colleagues at the gate.
- All of the duties as a Customer Service Agent are included in this role but at a more knowledgeable and superior level.
- In charge at the transfer desk making sure all colleagues are fulfilling the roles of crossroads and check in transferring customers to have a smooth and efficient area and department.
- At gates; acting as the main support for the Flight Supervisor and leasing with the FSM's and Dispatcher to enable the gate to run efficiently.
- Dealing with any queries from boarding customers or supporting other colleagues at the gate.
- All of the duties as a Customer Service Agent are included in this role but at a more knowledgeable and superior level.
Travel Consultant
Thomson Travel
London
- Face to face customer service.
- Consulting and booking tailor made and package holiday itineraries for customers.
- Using relevant Tour Operators and Airlines through computer systems and telephone contact.
- Dealing with queries, complaints and daily administration.
- Foreign Exchange Bureau, cash banking and ordering of foreign currency.
- Working as part of a team and alone.
- Liaised with contracted suppliers to research and resolve reservations issues
- Discussed benefits of and information regarding travel insurance with clients and ensured that they got the best rates.
- Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Education
GCSE -
Douay Martyrs School
Diploma - Performing Arts & Choreography
London College of Performing Arts
Virgin Atlantic Ticketing-Level 1 & Level 2
WLC
2005
Skills
- Team building & leadership skills
- Excel proficiency
- Logical reasoning
- Customer experience
- Work well under pressure and meet deadlines
- Motivated with strong drive to succeed
Timeline
Senior Associate Resource Consultant
PricewaterhouseCoopers(PWC)
08.2022 - Current
Turnaround Officer
Virgin Atlantic
07.2019 - 04.2020
Quintiq Develop and Implementation Project
Virgin Atlantic
01.2016 - 10.2016
Resource Planning Coordinator
Virgin Atlantic
01.2016 - 07.2022
Planning Supervisor
Virgin Atlantic
02.2015 - 12.2015
Checkin Supervisor
Virgin Atlantic
03.2014 - 02.2015
Senior Customer Service Agent
Virgin Atlantic
09.2005 - 03.2014
Travel Consultant
Thomson Travel
GCSE -
Douay Martyrs School
Diploma - Performing Arts & Choreography
London College of Performing Arts
Virgin Atlantic Ticketing-Level 1 & Level 2
WLC