Summary
Overview
Work History
Education
Skills
References
Timeline
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Charles Briggs

Charles Briggs

Papakura,AKL

Summary

Kia Ora, I’ve been employed with Air New Zealand for the past 21 years, most recently as an in-flight Manager on the International 777 & 787 aircraft. Daily tasks include management of a team of up to 14 cabin crew and up to 340 passengers. I've been in various roles mainly focused on customer service and leadership. Proficient in business safety practices, standards of operation and customer needs. I'm an empowering leader with a passion for developing teams with focus on exceptional service delivery and customer retention. leadership style is to be a guide on the side and allow people to reach their full potential and harvest professional development.

Overview

26
26
years of professional experience

Work History

Inflight Service Manager

Air New Zealand- Long Haul
03.2022 - Current
  • Responsible for inflight cabin service,
  • Performance feedback for inflight cabin crew.
  • Follow up of customer feedback with relevant teams.
  • Problem solving on and off wide-body aircraft.
  • Management of crew during international layovers.
  • Application of duty time variations, contract obligations and rest provisions pre & post flights.

Inflight Service Manager

Air New Zealand- Short Haul
03.2021 - 03.2022
  • Responsible for management of inflight cabin crew on domestic and Tasman-Pacific flights.
  • Manage cabin crew contract compliance.
  • Resolve customer complaints in professional and timely manner.
  • Meet with customers to discuss service needs and offer available solutions.
  • Uphold relevant safety & operational procedures.
  • Providing feedback to inflight cabin crew.
  • Coordination of timing for flights with ground teams and pilots.

Customer Service Team

Counties Manukau DHB/ Middlemore Hospital at Super Clinic
07.2021 - 03.2022
  • Providing call centre support to incoming patients for the Counties DHB.
  • Appointment coordinator.
  • Ensuring patients are seen in a timely manner according to wait times.
  • Ensuring customers are informed of their bookings with specialists/ surgeons.


Delivery Driver

NZ Courier Post
05.2020 - 07.2020
  • Assisted with delivery of lockdown backlog of mail.
  • Responsible for sorting and delivering packages throughout Auckland.

Flight Service Manager

Air New Zealand- Long Haul
07.2013 - 05.2020
  • Direct reporting team of 10 deputy inflight managers.
  • Performance development of team.
  • Leadership facilitation.
  • HR function and support for team performance.
  • Absence management.
  • Payroll & ACC support.
  • Inflight customer and crew support.
  • Overseas layover management.

Flight Attendant

Air New Zealand
01.2001 - 01.2020
  • Flight Attendant
  • Galley Specialist
  • In-flight Service Coordinator
  • Responsible for safety and Service on board International flights.
  • Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
  • Collaborated with fellow crew members to deliver inflight service.
  • Assisted passengers in boarding and deplaning aircraft.
  • Regular training events attended to ensure up to date with procedures.

Administration Officer

Rotorua Museum
01.1998 - 01.2001
  • Accounts department.
  • PA to Operations Manager and Director.
  • Monthly reporting
  • Day to day banking
  • Museum Tour Guide.

Education

Skills

  • Customer Service
  • Cabin & Crew in-flight Management
  • HR Function Support
  • Payroll & Overtime processing
  • Management & Leadership training facilitator
  • MS Office
  • Leadership coaching
  • Performance Management & Development
  • Call centre appointment scheduling

References

  • Karl Sangster, Manpower Planning Manager- Air New Zealand, 021995072
  • Jo Macauley, Employment Relations Manager, Air New Zealand, 0212413726

Timeline

Inflight Service Manager

Air New Zealand- Long Haul
03.2022 - Current

Customer Service Team

Counties Manukau DHB/ Middlemore Hospital at Super Clinic
07.2021 - 03.2022

Inflight Service Manager

Air New Zealand- Short Haul
03.2021 - 03.2022

Delivery Driver

NZ Courier Post
05.2020 - 07.2020

Flight Service Manager

Air New Zealand- Long Haul
07.2013 - 05.2020

Flight Attendant

Air New Zealand
01.2001 - 01.2020

Administration Officer

Rotorua Museum
01.1998 - 01.2001

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Charles Briggs