Current:Deputy Station Manager at Vietjet Aviation Joint Stock Company
- Customer Service Manager at Jetstar Pacific Airlines
- Station Manager at Jetstar Pacific Airlines
- Assisstant Manager at Vietnam Airlines Corporation
- Technical Supervisor at Minh Viet International - Fujifilm
- Human, Society and Science University, Vietnam
- Vietnam, Vietnam
Manage all aspects relating to customer
Job Function:Marketing, Sales
Industries:Airlines/Tourism/Hotel, Restaurant/Catering services
Deputy Station Manager
Vietjet Aviation Joint Stock CompanyMarch 2013 - Present (9 years 9 months)
+ Manage the performance at the station, owning and managing relationships with relevant internal and external parties.
+ Ensure local resources are utilized in such a manner that maximum revenue and productivity can be achieved within given constraints.
+ Ensure that all airport activities are delivered safely and securely in compliance with Vietjet corporate, local and CAR OPS regulatory standards.
+ Establish and manage Service Level Agreements with Ground Handling Agencies.
+ Delivery and maintenance of Emergency Response and Business Continuity plans.
+ Prepare and manage the annual station budget exercising cost-control measures, ensuring that opportunities to optimize airport revenues and reduce costs are identified and delivered.
+ Ensure the Performance Management of all team members is carried out in accordance with the Vietjet Air values.
+ Ensure that all ground services business is delivered in accordance with the Vietjet Air values.
+ Development of delay, disruption and diversion plans.
+ Other ad hoc duties as detailed by the business as and when required
Customer Service Manager
Jetstar Pacific Airlines Airlines/Tourism/HotelAugust 2012 - February 2013 (6 months)
+ Be a contact point for customer inquiries and complaints, handling all customer complaints through coordinating internal department assistance.
+ Assistant to provide training to staff or employees to deliver excellent customer service.
+ Developing customer service standards, policies and procedures for the organization or department.
+ Analysing data or statistics to identify the customer service level and report to the management the progress
+ Support and lead customer service improvement program
+ Establish a system for customer feedback and improvement
+ Conduct surprise audit/inspections at companywide to improve the customer service experiences.
+ Drive customer service excellence and maintain close relationship with internal departments for customer service improvement
Jetstar Pacific Airlines Airlines/Tourism/HotelDecember 2011 - August 2012 (8 months)
+ To be responsible for all ground operations of JPA at Tan Son Nhat Airport including passenger services, ramp operation, staff management, operating contracts, security and safety standards, relationship management.
+ To be responsible for delivering customer service quality standards including recovering failures and disruption management.
+ To ensure OTP (On Time Performance Percentage) for all the flights.
+ To support ground operation staff to handle passenger issues occurred at the airport.
+ To manage ground handling procedures to ensure compliance with all re-cognized safety and security practice and responsible for people management and development for staff at the site.
+ Liaison with external contractors, airport owners regulatory and government authorities.
Vietnam Airlines CorporationOctober 2001 - November 2011 (10 years 3 months)
Minh Viet International - FujifilmJuly 1997 - July 2001 (4 years 1 month)