Claire Kelly
Summary
Proactive individual with talent for leadership and problem-solving in dynamic environments. Demonstrates strong organisational and communication skills, fostering teamwork and customer satisfaction. Committed to driving operational excellence and delivering impactful results and exceptional service outcomes.
Overview
21
21
years of professional experience
Work History
Terminal Services Manager
Sky Handling Partner
Dublin Airport, Dublin
01.2020 - Current
- Managed a team of >150 operations professionals, to include coaching, mentoring, and developing talent for high performance and succession planning
- Prepared and managed departmental budgets in conjunction with Finance Department
- Streamlined operations by implementing efficient service management systems.
- Managed customer complaints for improved client satisfaction.
- Project planning new business set ups with airline partners to fruition
- Strategised and action planned departmental change and initiatives, as required
- Developed department specific scorecard for KPI measurement
- Developed SOPs in line with training, GOM and airline specifics
- Conducted routine audits to maintain high-quality standards.
Duty Manager
Sky Handling Partner
Dublin Airport, Dublin
07.2013 - 01.2020
- Achieved smooth daily operations by overseeing staff and delegating tasks efficiently.
- Provided Management with comprehensive reports including all employee statements in relation to operational incidents that occurred on shift.
- Maintained open and regular communication with Management to highlight any areas of concern which may have an impact on our business or reputation
- Conducted audits and inspections on live operations using company compliance tools
- Co-ordinated and controlled all aircraft handling activities, ensuring safety practices were understood and implemented at all times
- In the event of an aircraft emergency, activating the emergency procedure as detailed in the Emergency Response Manual
Passenger Services Supervisor
Sky Handling Partner
Dublin Airport, Dublin
03.2006 - 07.2013
- Management and co-ordination of passenger handling activities with the aim of achieving on time flight departures.
- Use of foresight and initiative during the day-to-day operation and ensuring that contingency plans are in place in the event of disruptions
- Investigated and corrected errors in passenger handling operations, and reporting thereof
- Building relationships with our customer airlines with a view to ensuring their requirements were met and procedures adhered to
- Management and resolution to passenger related problems as they arose, particularly in a case of flight disruption
- Ensuring robust knowledge of customer requirements and airline specific procedures through actively reviewing airline specific modules and airline updates
- Completion of audits, validating staff understanding and effect airline specific procedures
Passenger Services Agent
Sky Handling Partner
Dublin Airport, Dublin
07.2003 - 03.2006
- Enhanced passenger satisfaction by providing high-quality customer services
- Handled complaints and issues with professionalism, ensuring quick resolution.
- Verified necessary documents for international travel, advising customers on specific visa and passport requirements
- Maintained order during disruptions or emergencies, upheld passenger safety and comfort.
- Liaised regularly with flight crews regarding any changes or delays; ensured accurate dissemination of information to passengers.
- Responded calmly to help distressed, confused or lost passengers.
Education
Leaving Certificate -
St Joseph and St Saran's
Ferbane, County OffalySkills
- Product knowledge
- Customer Service
- Leadership skills
- Strategic planning
- Attention to Detail
References
References available upon request.
Timeline
Terminal Services Manager
Sky Handling Partner
01.2020 - Current
Duty Manager
Sky Handling Partner
07.2013 - 01.2020
Passenger Services Supervisor
Sky Handling Partner
03.2006 - 07.2013
Passenger Services Agent
Sky Handling Partner
07.2003 - 03.2006
Leaving Certificate -
St Joseph and St Saran's
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