SAM REDDINGTON
Manchester
Summary
Motivated Operations Executive with 10 years of experience in the Aviation Operations industry, recognised for assessing operational needs and developing solutions to improve efficiency, provide detailed reports and drive customer satisfaction. Seeking new opportunities in Operations Coordination, Team Management, L&D
.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work history
Operations Executive
Travel Counsellors
Manchester
04.2025 - Current
- Managing and coordinating travel bookings, amendments, cancellations, and itinerary changes, providing support during emergencies, delays, schedule changes, or in-resort issues.
- Crisis management, monitoring global travel events, operational disruptions, and customer impacts, recently the Middle East Unrest caused significant disruption, I led a team to ensure safety amongst travelling passengers and contingencies in returning them home but also running operational reports and analysing affected bookings to minimise future disruption.
- Maintaining high levels of customer service and communication while Liaising with airlines, hotels, suppliers, and ground handlers to resolve operational issues.
- Working collaboratively across teams to maintain service standards and operational efficiency, rolling out a new way of working with customer relocations for all TC Support operations agents to follow.
Station Operations Coordinator
TUI
03.2023 - 04.2025
- Manage the daily schedule of TUI airways flights to ensure safe, compliant, efficient, and customer-focused ground operations, working with senior management from different businesses to achieve the end goal of on time performance being above industry average.
- A praised subject matter expert in front of house roles and IT systems (GoNow / Skyport); travelling to Chambery in January 2025 to roll out the LDS / ticketing systems to the ground handler on the busiest weekends of SKI season, training front of house, back of house, OCC and supervisors the new airline system and procedures that go with it.
- Conducting regular quality and performance audits on third party suppliers who service the aircraft / passenger experience while maintain key relationships. Using analysis tools like IQSMS, Tableau, and CSAT to highlight trends with the end goal to drive improvements in efficiency, safety, and customer satisfaction, using various Office 365 programs to document (Excel, One-note, Outlook)
- Role-out of the 60 second brief initiative that was led by myself at Swissport, ensuring all suppliers who were assisting in ground operations for TUI at Manchester were mandatory for a 60 second documented brief to their staff / teams before working on the aircrafts or customer service roles, these briefs would outline trends to improve on, incentives, best working practices, near misses and best safety practices.
Team Leader / Supervisor
Swissport
04.2019 - 02.2023
- Performance managing a team of over 50 employee’s to provide excellent customer service for TUI airways passengers, monitor adherence to Standard Operating Procedures (SOPs), safety regulations, and uniform/PPE requirements, ensuring all staff were compliant with regular airline updates.
- Operational planning, ensuring that SLA’s were met with certain amount of staff needed to be present front of house and also back of house, being able to work under pressure and quick thinking to change and adapt the staff planning schedule to meet the demands of disruption and also schedule changes.
- Using Office 365 programs to identify and monitor ancillary sales on all flights, working with a ticket desk to maximise revenue for the airline, rolling out a cash prize incentive and also airline perk initiatives pre agreed from meetings with senior management within TUI to drive and motivate the agents to achieve the SPH targets, reconciliation of all banking at the end of day and reporting to company treasury.
- Recruiting and onboarding new employees, collaborating with the airline and senior management to maintain an adequate staffing level based on scheduling and network analysis, ensuring an operation fully covered during peak seasons.
Education
Bachelor of Science - Hospitality Business Management
Sheffield Hallam University
01.2015 - 01.2019
Skills
- Leadership & Team Management
- Data Analysis & Reporting (eg, Excel, Tableau, etc)
- Customer Service
- Employee Relations
- Communication
- Team Work
- Adaptability & Problem-Solving Communication
- Recruiting & Onboarding
- High attention to detail and accuracy
- Active Supervision course (2021)
- IT proficiency (Microsoft 365 applications)
Timeline
Operations Executive
Travel Counsellors
04.2025 - Current
Station Operations Coordinator
TUI
03.2023 - 04.2025
Team Leader / Supervisor
Swissport
04.2019 - 02.2023
Bachelor of Science - Hospitality Business Management
Sheffield Hallam University
01.2015 - 01.2019