Vania Martins
Ashford,Middlesex
Summary
13 years of customer service experience and extensive knowledge of the Air travel industry, with a specific focus on Passenger Service
Overview
18
18
years of professional experience
11
11
years of post-secondary education
Work history
Customer Service and Compliance Manager
Royalblue Executive Services Ltd
10.2021 - Current
- Interact and assist with Airline customers
- HR admin
- Manage vetting process, recruitment and referencing
- Managing airport ID/license applications
- Responsible for security policies and procedures, ensuring compliance with CAA and airport guidelines and regulations
- Managing access control and co-ordinating relevant security training.
Customer Support Advisor
NHS Professionals
01.2021 - 10.2021
- Deliver customer focused service to NHS Professionals staff and client NHS trusts
- Assess and resolve queries and requests primarily via telephone communication and email
- Maintain shift booking system including adding, modifying, or removing shifts where necessary
- Adhering to verification, compliance processes and NHS Trust protocol
- Conform to agreed key performance indicators, service level agreement and quality standards.
Passenger Handling Services Area Manager
Azzurra Ground Handling Services/GH London Ground Handling Services
12.2016 - 09.2019
- Managing operational and administrative aspects of Passenger Services including recruitment and training
- Ensure a consistent delivery of high-performance standards within the constraints of the service level agreement of customer airlines
- Maintaining working practices, including health and safety standards within the Company policies
- Monitoring staff performance, whilst also identifying rostering and planning needs
- Implementing budgetary control
- Ensuring the department follows a consistent Human Resources process, relevant to company policies
- Making sure that policies and procedures are always implemented, in line with customer airline requirements.
Passenger Service Trainer and Supervisor
Azzurra Ground Handling Services
06.2015 - 12.2016
- To train both new and existing employees in Passenger Services procedures and Departure Control systems in accordance with training programmes, company, and airline manuals
- Provide assistance to Training Manager in order to help identify, develop and introduce new training initiatives within the department.
Passenger Service Supervisor
Azzurra Ground Handling Services
08.2013 - 06.2015
- Supervise and co-ordinate daily Passenger Services activities, whilst ensuring a safe and effective operation and an on-time performance
- Monitor and communicate day to day operational plans
- Oversee staff and brief/de brief in relation to the delivery of customer service, standards and procedures
- Liaise and co-ordinate with customer airlines
- Prepare reports.
Passenger Service Agent
Azzurra Ground Handling Services
10.2012 - 08.2013
- Responsible for the administrative and customer service of travellers
- Meeting the needs and safety requirements of passengers and airport personnel
- Assisting customers before and after a flight
- Provide support for other airline personnel including airline crew and security
- Handle baggage claims, deal with customer inquiries, assist with passengers with special needs and perform a number of other customer service-related functions
- Undertake administrative support duties, including checking in customers using airline computer software and programs.
Passenger Service Agent
Alitalia Compagnia Aerea Italiana S.p.A.
09.2007 - 10.2012
Education
(BA) Air Travel Management -
Buckinghamshire Chilterns University College
01.2004 - 04.2007
AVCE Travel and Tourism - undefined
Uxbridge College
01.2002 - 04.2004
Swakeleys Secondary School - undefined
01.1996 - 04.2001
Skills
- Competent in demonstrating excellent customer service skills
- Can communicate with customers and staff in a polite and professional manner
- Ability to cope assertively and tactfully with difficult customers
- Ability to relate well to others and to establish good working relationships
- Able to be logical and practical in response to problems that may arise
- Can remain calm and patient in pressurised situations
- Identify the importance of being organised and supportive when working as part of a team
- Operational management experience
- Excellent leadership and people management skills
Additional Information
Fluent in Portuguese language, Trained as an Aviation Security Manager (ASM), First Aider
Timeline
Customer Service and Compliance Manager
Royalblue Executive Services Ltd
10.2021 - Current
Customer Support Advisor
NHS Professionals
01.2021 - 10.2021
Passenger Handling Services Area Manager
Azzurra Ground Handling Services/GH London Ground Handling Services
12.2016 - 09.2019
Passenger Service Trainer and Supervisor
Azzurra Ground Handling Services
06.2015 - 12.2016
Passenger Service Supervisor
Azzurra Ground Handling Services
08.2013 - 06.2015
Passenger Service Agent
Azzurra Ground Handling Services
10.2012 - 08.2013
Passenger Service Agent
Alitalia Compagnia Aerea Italiana S.p.A.
09.2007 - 10.2012
(BA) Air Travel Management -
Buckinghamshire Chilterns University College
01.2004 - 04.2007
AVCE Travel and Tourism - undefined
Uxbridge College
01.2002 - 04.2004
Swakeleys Secondary School - undefined
01.1996 - 04.2001
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