TANYA McDOWELL-WARD
Belfast,United Kingdom
Summary
Accomplished professional with a strong focus on customer relationship management and operational support. Demonstrates exceptional time management, organisation, and planning skills, ensuring compliance oversight and effective vendor relationships management. Adept at contract negotiation and administration, maintaining calm under pressure to deliver outstanding results. Committed to enhancing customer satisfaction through meticulous attention to detail and strategic planning.
Overview
19
19
years of professional experience
7
7
years of post-secondary education
Work history
Operations Manager
McCombs Coaches
Belfast, Antrim
2023.03 - Current
- Managed inventory ciently to minimise stockouts and overstock situations.
- Directed safety protocols implementation, created safer workplace conditions.
- Negotiated contracts with suppliers for cost-effective procurement of resources.
- Managed vendor relationships to ensure timely delivery of services.
- Devised operational policies for regulatory compliance and best practices adherence.
- Implemented quality control measures, enhanced product standards.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Monitored health and safety measures for guaranteed compliance.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Oversaw facility maintenance and allocated needed resources to meet standards.
Airport Services Manager
Flybe Limited
Belfast, Antrim
2022.10 - 2023.03
- Responsible for ensuring that all regulatory and company policies are adhered to in order to ensure the safe and efficient operation within the scope of airport services.
- Day-to-day operational management of the station acting as a liaison between Flybe internal departments (Customer Care, Social Media, Baggage Tracing and Commercial) and our contracted airport services providers.
- Responsible for station performance (SLA’s, KPI’s and SPI’s)
- Responsible for safety and compliance on station including the investigation, follow up and closure of safety and compliance reports as well as ensuring station readiness for audit.
- Implementation of the departmental audit program for compliance of airport services.
- Represent flybe with Service Providers, Airport Authorities, Government Agencies as well as chair and attend performance and operational meetings/focus groups.
- Manage station costs through effective and efficient planning of airport services and responsible for the approval of invoices.
- Compile and present weekly and monthly reports on performance metrics for Airport Services.
- Liaise with immigration (internal/external) on cases for your allocated station.
- Monitor, track and follow up on issues relating ancillary revenues on station.
- Support new station start-ups and the delivery of airport services training where required.
Test Centre Manager
Pearson Vue Plc
Belfast, Ballymena, Omagh & Armagh
2021.09 - 2022.09
- Manage all aspects of Test Centres in Belfast, Ballymena, Omagh & Armagh ensuring adequate staff levels are maintained to run the operation safely, securely and on time and candidates are tested safely and in accordance with company guidelines.
- Line manager for all test centre staff regarding employee relations, training & development, absence and performance management. Carry out 1-2-1 meetings, Performance Reviews and Development Reviews. Conduct interviews and recruit new staff as required.
- Oversee overall day-to-day operation of the centre, co-ordinate activities and instructions from Regional Managers and other Test Centre Management, and undertake reasonable additional duties to ensure the smooth running of the test centre.
- Maintain and update local site administration and documentation.
- Ensure all compliance standards relating to the test centre operation and Pearson VUE stringent security protocols are adhered to.
- Ensure personal responsibility for understanding and delivery of testing following updates and changes to client requirements / testing, as they occur.
- Create draft site staffing schedules, and collect test centre time keeping records, for communication to the Regional Manager.
- Serve as the local contact point for operations, building management, site security, deliveries, vendors, etc, and escalate issues to the Regional Manager as appropriate.
- Verify correct staffing levels are maintained according to plan, and notify the Regional Manager of any and all staffing issues.
- Monitor supplies inventory, and order inventory when applicable within budget guidelines.
- Provide a high level of customer service at all times and treat candidates with understanding & respect.
- Help ensure a clean, professional and safe environment for all Pearson customers and work colleagues.
Test Centre Administrator
Pearson Vue Plc
Belfast, Ballymena, Omagh & Armagh
2018.12 - 2021.09
- Monitor supplies inventory, and order inventory when applicable within budget guidelines.
- Provide a high level of customer service at all times and treat candidates with understanding & respect.
- Process candidates sign in according to Pearson and client procedures.
- Explain the test process to candidates and deal with other queries as required.
- Ensure integrity and security of tests are maintained.
- Understand the testing needs and procedures for every Pearson client and adjust accordingly.
- Perform daily test centre opening and closing procedures.
- Help ensure a clean, professional and safe environment for all Pearson customers and work colleagues.
Part-Time Sales Co-Ordinator
Argento Contemporary Jewellery
2015.11 - 2018.12
- Assisting customers with the selection of products and determining their needs accordingly.
- Act as an ambassador for the Argento brand providing the highest level of service to the customer in a luxurious environment.
- Meeting individual and store targets.
- Merchandising and replenishing stock as required, whilst maintaining high shop floor standards.
- Operating the tills, handling financial transactions including refunds and following cashing up procedures.
Aftersales & Service Advisor
Charles Hurst Group
2013.05 - 2015.10
- Respond positively and pro-actively to all form of customer enquiries relating to service and repairs.
- Produce accurate invoices for completed work and explain the contents of invoices to customers.
- Answer customer queries regarding technical problems, warranties, services and repairs in an easy to understand manner.
- Ensure service bookings and appointments are managed efficiently and in line with company policy.
- Ensure every customer becomes a “Customer for Life”.
- Achieve & Exceed all company determined Sales & Service Plans & Chargeable accessory targets.
Service Delivery Manager
British Midland International
Belfast
2011.08 - 2012.11
- Lead customer service team in managing all aspects of the day-to-day activities of BMI.
- Accountable on a shift to shift basis for the safe, secure and punctual operation of BMI and all flights.
- Pro-Actively address customer issues and concerns within guidelines & airport services manual.
- Complete and conduct staff appraisals, giving fair and constructive feedback on an on-going basis.
- Facilitate and attend regular staff meetings in order to maintain communication and levels of motivation within the team.
- Conduct weekly audits of all areas to include Dispatch, Lounge, Customer Service & Cleaning functions –Ensure all areas of concern are rectified.
- Monitor the entire operation, to highlight areas of concern ensuring adequate staff levels are maintained to run the operation safely, securely and on time.
Dispatcher
British Midland International
2007.06 - 2011.07
- Acted as point of contact for service providers. Airport authority departments and fellow colleagues regarding flight arrivals, departures and turnarounds.
- Ensured flights departed punctually and in accordance with company Punctuality Rules & Guidelines.
- Production of Load Information Report, taking into account traffic load for the flight, aircraft type and company loading requirements and segregation policies.
- Generated post departure messages and movement messages in a timely manner.
Education
GCSEs - Mathematics, English, Computer Studies, Childcare Development, History & Geography
Maghera High School
Magherafelt, Mid Ulster 1986.09 - 1991.06
Diploma - Travel & Tourism
North Antrim College of Further & Higher Education
1991.09 - 1993.06
Skills
- Time Management
- Organisation
- Customer Focused
- Planning & Attention to Detail
- Customer relationship management
- Compliance oversight
- Vendor relationships management
- Contract negotiation
- Operational support
- Calm under pressure
Timeline
Operations Manager
McCombs Coaches
2023.03 - Current
Airport Services Manager
Flybe Limited
2022.10 - 2023.03
Test Centre Manager
Pearson Vue Plc
2021.09 - 2022.09
Test Centre Administrator
Pearson Vue Plc
2018.12 - 2021.09
Part-Time Sales Co-Ordinator
Argento Contemporary Jewellery
2015.11 - 2018.12
Aftersales & Service Advisor
Charles Hurst Group
2013.05 - 2015.10
Service Delivery Manager
British Midland International
2011.08 - 2012.11
Dispatcher
British Midland International
2007.06 - 2011.07
Diploma - Travel & Tourism
North Antrim College of Further & Higher Education
1991.09 - 1993.06
GCSEs - Mathematics, English, Computer Studies, Childcare Development, History & Geography
Maghera High School
1986.09 - 1991.06