TINA BARNWELL

OPERATIONS MANAGER REGIONS

Sep 23 to present

• Led operations across multiple UK locations, ensuring consistent service delivery and operational excellence.
• Collaborated with FCM leadership to align business operations with growth and profitability goals.
• Executed local FCM business plans, tailoring solutions to meet client needs.
• Provided critical support for client implementations and portfolio retention efforts.
• Enhanced staff productivity and retention through mentoring and coaching high-performing teams.
• Championed world-class client service and continuous improvement initiatives.
• Promoted Flight Centre Travel Group's leadership values and philosophies across all teams.

OPERATIONS SENIOR TEAM MANAGER / TEAM MANAGER Aug 2013-SEP24

• Managed and developed teams supporting a multimillion-pound global client portfolio.
• Partnered with global/regional managers, account management, and stakeholders to deliver cost savings, efficiency gains, and service improvements.
• Designed and implemented new processes and procedures, supporting internal and client-facing communications and training.
• Coordinated seamless client transitions to new booking platforms, providing ongoing first- and second-level support.
• Strengthened client relationships across stakeholder levels, ensuring compliance and delivering tailored consultation on cost savings.

• Conducted regular performance reviews to identify areas of improvement for each team member.
• Coordinated daily tasks, ensuring smooth workflow within the team.
• Developed strategies for improved performance level across the team.
• Encouraged open communication, fostering a positive work culture.
• Supervised a team of 15 servicing a major media company, delivering complex global travel solutions.
• Negotiated supplier rates, provided MIS reporting, and managed client relationships.
• Oversaw complex fare builds, multi-ticketing, refunds, invoicing, and specialist fares.
• Chaired the Service Review Team, acted as Fire Marshal, and represented branch in the Company Vision & Values Team.

• Delivered ground services including passenger check-in, flight boarding, and customer assistance.
• Ensured full compliance with CAA and Department of Transportation immigration and security regulations.
• Utilized strong interpersonal skills to resolve passenger queries and maintain excellent customer experience.
• Served as Deputy Assistant Union/Health & Safety Representative, supporting staff welfare and workplace compliance.

• Delivered ground services including passenger check-in, flight boarding, and customer assistance.
• Ensured full compliance with CAA and Department of Transportation immigration and security regulations.
• Utilized strong interpersonal skills to resolve passenger queries and maintain excellent customer experience.

• Managed the tracking and release process of engineering data, ensuring conformity to company standards.
• Provided controlled exceptions for negotiated data recipients.
• Conducted statistical measurement and reporting to support operational decision-making.
• Represented the department in the early development stages of the Boeing 777 project, contributing to process design and compliance standards.

• Collected, interpreted, and evaluated complex acoustic signals in high-security operational environments.
• Member of the Quality Assurance Team, responsible for gathering and storing national/work risk threat data.
• Prepared and delivered daily intelligence briefings to Commanding Officers and senior leadership.
• Conducted strategic plotting of threat targets to support maritime defence operations.
• Served as Watch Training Officer, identifying performance gaps, developing training materials, and delivering lectures to meet individual and Naval objectives.
• Gained valuable leadership, problem-solving, and technical skills under high-pressure conditions.