Singapore
As an individual enthusiastic about the aviation industry and passionate about service, I hone appreciable customer service skills acquired through my work and volunteering experience during the Southeast Asian Games 2015 as an Airport Service Officer. I have also served as a Cabin Crew Intern with Scoot which I had completed successfully and continued as a Freelance Cabin Crew until my enlistment into National Service. I served my National Service with the Republic of Singapore Air Force as an Air Force Technician. During the course of my duty, I was reminded of the importance of Foreign Object Debris (FOD) prevention, security of our aerodromes and airspaces, and why clear and concise communications from all levels is crucial for the success of aircraft operations. My experiences in the airline and Air Force, coupled with knowledge gained through my polytechnic studies in Aviation Management and Services, I am confident of my abilities and skills to help see the aviation industry grow in the 21st century.
My team deals with inflight catering, duty free and inflight service matters. Some of the key roles in my day-to-day work involves: - Quality Assurance; Through inflight audits, as well as conducting audits on our catering vendors' operations and inventory warehousing. - Accounting; Through sales reconciliation of all inflight sales submissions (F&B and duty free) as well as accurate tabulation and payout of Cabin Crew commissions. - Operations Planning; Through planning of galley loading and cart space optimisation for new menu items, specifically for our B787 fleet. - Operational Support; Through prompt follow up with vendors on operational issues highlighted by crew, as well as analysis on trending occurrences and feedback from Cabin Crew Voyage Reports and Voice of Customer (VOC). - Quality Management; Where there are lapses performed by Cabin Crew inflight, sales submission discrepancies, or catering vendor's non-compliance to agreed service levels (SLAs), root cause analysis is performed to identify gaps and rectify them. - Future Proofing; Together with my team, we look at latest developments surrounding the industry, including sustainability initiatives amongst airlines, as well as product and purchasing trends by consumers to boost sales onboard. Some of my key projects include: - Precision Timing Project to improve on-time performance of our flights through cross-departmental collaboration - Inflight Service Campaign to drive knowledge and readiness of the operating crew population on onboard matters, with an ultimate goal to provide consistent delivery of our inflight service to passengers.
I undertook two main functions in this role - Corporate Portfolio and Flying Portfolio. In my flying portfolio, I operate flights on our state-of-the-art Boeing 787, as well as the Airbus A320 and A321NEO aircraft as a Cabin Crew Complex Leader to various destinations across our vast network. My responsibilities include devising and optimising crew rest patterns on our long-haul flights, as well as streamlining our service flow through experience and observations on my flights. My corporate portfolio focuses heavily on operational excellence and covers various aspects of Inflight Sales and Services SOPs, Cabin Crew Incentives, Cabin and Catering Sustainability, Sales and Service Lapses Investigation, and Widebody Aircraft Operations (Catering and Ancillary).
As Executive, Passenger Services, I served as an Airline Relations Manager for multiple Low Cost Carriers in Singapore. I managed above-wing ground operations and ensured flights departed on-time, and uneventfully. As part of my portfolio, I lead multiple teams of frontline Customer Service Agents and ensured that they were well-equipped and well-trained to provide excellent customer service to our passengers. My biggest achievements were being involved and in-charge of working with new foreign airline partners (ZG, TW, FY) in launching their services in Singapore, and having ensured that their inaugural flight services launched without operational hiccups. Passenger experience projects which I undertook with airline partners included boarding sequence trials, where we timed and observed different boarding sequences (row boarding vs window/ aisle seat boarding) and proposed the best solution to improve turnaround times. I had also idealised and trialed digital solutions (QR code excess baggage purchase) for ZG passengers departing Singapore. This solution proved to improve passenger turnover times at the check-in counters and was eventually adopted by the airline throughout its network.
Delegated to manage airline customer accounts under the Asia-Pacific Star (APS) subsidiary. Responsibilities include: • Overseeing day-to-day passenger services operations • Functioning as GHA-appointed Station Manager • Ensuring operational KPIs and standards are met • Administrative duties (rostering and deployment of staff) • Attending to emergency situations, including flight delay and AOG • Ensuring SOP and security directives are adhered to by staff • Forecasting manpower requirements
As a Customer Service Agent, I worked hand-in-hand with a passionate and reliable team to ensure swift turnaround times for Malaysia Airlines flights in Singapore. My duties ranged from check-in functions to gate operations. Throughout my employment, I assisted in ad-hoc assignments such as flight disruption management and assisting passengers with tight connections in Singapore, as well as unaccompanied minors(UM) handling and coordinating with wheelchair assistance services. As part of my check-in responsibilities, I participated in the successful inauguration of Self Check-in services for Malaysia Airlines flights departing from Singapore. My duties included attending to customer queries on product issues and features as part of the launch programme and encouraging passengers to use the service to improve check-in efficiency. I also supported in conducting crowd control at check-in/ baggage drop desks for greater customer experience and to adhere to Changi Airport's key performance indicators on check-in length and time required. This included organising group check-in queues to prevent inconvenience to other travellers.
I served my National Service as an Air Force Technician, specialising in Ammunition and Weapon Systems. During my service, I held a secondary appointment as an infrastructure I/C, where I was entrusted to frequently inspect and maintain the operational readiness of ammunition storehouses. In 2018, I spearheaded a project to equip fellow national servicemen in the unit with mobility devices to promote operational efficiency. My roles and responsibilities included: 1. Research into problem scenario and possible solutions 2. Project budgeting 3. Contacting vendors to seek a suitable partner 4. Writing of project proposal and pitching of possible vendors and products to the CO (Commanding Officer) 5. Formulating safety plans and penalties for violation of rules Consequently, I was awarded the 'Best Soldier of the Month' award in May 2018.
Provided customers with high level of attention and service in-flight, while ensuring their well-being and safety on board the Boeing 787 Dreamliner aircraft. During the internship period of my employment, I observed and learnt how airlines are run; eg., Crew rostering and training, flight operations, airline safety and security management, and how in-flight service matters and complaints are handled by Cabin Crew and when escalated down to corporate team. Attained grade 'A' for Major Project on upgrading current processes to an online platform to streamline administrative tasks previously done by staff. Represented Scoot and Temasek Polytechnic in 'Aviation Safety Competition 2016' and won first place on presentation regarding safe flight planning.