Rookshana Nisha Yakub

I am a versatile Service delivery Leader (Turn Coordinator) with my current Role, with a diverse experience with supporting the Team Managers in delivering Operational Business & Financial Performances with high OTP delivery Focus, including Safety & Security.

• Demonstrate a strong commitment to the Airlines Leadership Principles.
• Driving Strong Health & Safety Culture within the team whilst developing strong reporting behaviors.
• High Adherence to service, Operational and Regulatory Policy.
• taking an active approach in dealing with disruptions staying back assisting Team Managers & Floor SDL's with disrupts.
• Consistency with handling and protecting strong customer experience & Company Brand.
• Strategically Providing Feedback to staff with opportunities to complete informal assessments to address strengths & weakness in areas for development to implement further coaching to aid improvement.
• Utilizing a strong and effective Leadership style to create an environment that inspires and motivates staff ensuring an elevated level of Performance.
• Utlizing a strong and effective communication skills to proivde upward communication regarding staff performance issues to the relevant Team Leaders & Managements.
• Leading by example through demonstrating commerical awareness and evaluating conflicting information ensuring sound business decisions.
• Building great teams by developing, coaching and empowering staff to achieve best outcomes aligned with Air New Zealand goals.
• Creating strong Internal & External relationships ensuring positive outcomes designed to drive successful outcomes.

• Proactively Preplanning Departure with Preboard Specials.
• Focusing on On-Time Performance (OTP).
• Highly Organized with Gates Movements & Rego Changes for Arrivals & Departures.
• The Ability to effectively multitask and demonstrate resilience to work under pressure within a fast paced environment.
• Trouble Shooting at Gates.
• Taking ownership with Closing Flights, onloading standbys, liaising with Load Foreman for Standby Bags, having clear communication with AOC and Ops Managers.
• Finalizing Flights, advising AOC for any further delays with Aircraft Holds and Door Closing to pushback.
• Working collaboratively with the Colleagues to maximise efficiency within the Team.
• Utilising downtime assisting other Gate Agents with Specials, Picking Up Unassigned Flights in Realtime App.
• Clear communication skill with proactive approach towards any ungiven circumstances i.e. disrupts, cancelllations, Diversions & Gate Movements.
• Always Following SOP's.

• Assisting managers with disrupts, road transport, hotel accommodation, meal Vouchers & taxi or shuttle Booking.
• Proactively liaising coordination with Gate Agents, Service Controllers, AOC, Turn Coordinatiors & fellow work colleagues to ensure a smooth running of Operations to ensure we achieve On Time Performance all the time.
• Assisting Day to Day Operations on Regional & National Flights including Special Handling Requirements for customers ie T1000, DL's, Eagle Lifts, UM's,WCHR's, WCHC's, WCHS's & WCMP - own 100 -180 kg plus Wheelchairs to aircraft Holds.
• Utilizing strong Customer Service Skills to effectively interact face to face with customers at first point of contact, helping and assisting with needs within the Airline Requirements.
• Taking Ownership of Checking Entries, using the right modes in Carina & Info Connect Systems.
• Proactively & Sincerely using PD Sign-In Code without making any errors, and taking full ownership of any errors.

• Assisting Customers thru the whole Check In Process.
• Assisting with Kiosk Check-In using Kiosk Machines.
• Directing Customers with Gate directions for boarding Domestic & International Flights.
• Helping with boarding at Regional Gates when Required during Peak Periods.
• Assisting at Bag Drop with Bags
• Having a strong Customer Service focus to ensure customers are always satisfied with the experience.
• Always well presented and helpful to fellow Team Members during busy periods.
• Proactively helping with Special Handling and assisting Customers within the Terminals.
• Working at the Oversize & Fragile Counter, accepting customers oversize items in a timely manner to ensure the process is effective and efficient.
• Proactively engaging with Customers and going beyond to help customers with their unusual circumstances with connections for Domestic & International Flights.