Georgia Mackay

• Following SOPs to provide a streamlined and safe working environment
• Collaboratively working with team members and stake holders to establish safe OTP.
• Setting performance expectations for the team, monitoring progress towards goals and providing constructive feedback and coaching as needed in One on Ones.
• Managing the impact of unforeseen circumstances including disrupts to ensure customer satisfaction and the brand are protected
• Having a mindset of continuous improvement- particularly concentrating on my portfolio, KPI target and project- Disrupts, check in and OTP A15.
• Maintaining excellent communication skills leading and working with a high performing and skilled team

My role included operations and service control for the safe arrival and more importantly dispatch of both turbo prop and jet aircraft. This role helped with my ability to prioritise when faced with multitask requirements. It also required me to remain calm and work well in high pressure situations.

This role is one of the most important for undertanding the operation as a whole, including creating a good understanding of PTLs and working with other areas to get an aircraft out on time.

• Enhanced customer satisfaction by providing assistance that sometimes could not be achieved by calling the contact centre.
• Dealt with queries related to all areas of airline travel- not just ticketing both difficult and humorous.
• Understanding and being able to read tickets, understanding how customers journeys can be affected by the way they have been booked and assisting to rectify these issues.
• Armour and QIK trained to be able to assist in all areas during a disrupt.