Summary
Overview
Work history
Education
Skills
Accomplishments
references
Timeline
Generic

Sinead McEvoy

Dublin

Summary

Experienced Customer Service and support Manager skilled in Customer & Stakeholder Relationships, Communications, Operations and Facilities Management with Commercial and Financial acumen. Motivated and Mentored a large team with demonstrated success in the aviation industry for the last 20years. Successful experience in Key Account Management, Commercial negotiations, Process Improvement and Change and Product Management. I am a Self motivated people manager with over 20 years experience in the aviation industry. Leading a diverse team of over 200 people for customer excellence, applying business acumen.

Overview

20
20
years of professional experience
1
1
year of post-secondary education

Work history

CUSTOMER SERVICE MANAGER

SWISSPORT - DUBLIN AIRPORT
04.2018 - Current
  • Responsible for Customer Service Excellence of the station
  • Facilitate and manage change, applying business acumen
  • Setting goals and objectives to facilitate improvements
  • Financial, P&L and operational management, always striving for ways to enhance both
  • Develop customer airline operational strategies by season, to achieve SLA, KPI targets
  • Manage, develop, and execute external communications & strategies to all customers, stakeholders, Airport Authority, and internal employee communications
  • Proactive in my response to new and existing customer requests
  • Explore commercial opportunities, such as tenders, to add value to operational accomplishments
  • Strategic planning, Succession planning, mentoring and coaching to encourage talent throughout the department
  • Ensure that Swissport delivers excellence and always meets contractual commitments, with responsibility for the satisfaction of 40+ international airlines
  • Identify and develop operational improvements, driving continuous improvement and exploiting revenue opportunities

CUSTOMER SUPPORT MANAGER

SWISSPORT - DUBLIN AIRPORT
06.2013 - 04.2018
  • To ensure the highest standards of customer care and operational standards as per negotiated and agreed SLA that fall under my control
  • Operational oversight - Passenger Services, Airside Operations (Ramp, Dispatch, Baggage, De-Icing, Cargo Flights), QHSE and HR
  • Manage all customer airline & third-party relationships across the station by being the single point of contact to build effective partnerships with Senior Stakeholders, Leaders, Government bodies, and Airport Authorities
  • Develop customer airline operational strategies by season, to achieve SLA, KPI targets
  • Manage, develop, and execute external communications & strategies to all customers, stakeholders, Airport Authority, and internal employee communications
  • Proactive in my response to new and existing customer requests
  • Explore commercial opportunities, such as tenders, to add value to operational accomplishments
  • Sensitively and proactively deal with customer airline complaints, issues, and ensure that departmental management are informed, with an action plan in place
  • Proactively contribute to the stations overall development - QHSE, policies, working practices, and training requirements dictated by Airline requirements
  • To develop and grow the business organically at contract renewal stage with Airlines
  • Negotiate and maintain relationships with a view to securing renewal bid
  • Recruitment & HR - candidate interviews & disciplinary investigations
  • Represented Dublin internationally at conferences, and senior leadership meetings
  • Achievements:
  • Instrumental in making Dublin the No 1 performing station within the European networks, including several awards, for numerous multinational airlines
  • Consistently reached airline no.1 sales by consistently exceeding strict monthly revenue targets
  • Rebuilding a successful lean department post covid, with an agile flexible approach.

Service Delivery Manager

Swissport
, Dublin
01.2003 - 06.2013
  • Sought opportunities to establish extra value for customers continuously, boosting client satisfaction levels.
  • Upheld service compliance, verifying provided services were thoroughly documented, audited and regularly improved upon.
  • Oversaw team 250 to plan and deliver activities that constantly met and exceeded customer SLAs.
  • Identified, tracked and managed risk, proposing remedial activities and plans to prevent service failure.
  • Managed relationships and performance of external suppliers and required resources.
  • Identified ways to reduce costs without sacrificing customer satisfaction.

Education

level 8 Diploma - Aviation Management

Dublin Institute of technology

Finance for non-financial managers - Finance

Griffith College
Dublin,
09.2020 - 11.2021

LEAVING CERTIFICATE - undefined

Sancta Maria Ballyroan
1999

Skills

  • Account management
  • Inter-department collaboration
  • Exceptional interpersonal communication
  • Strategic planning and leadership
  • Operational support and engagement
  • Interpersonal Communication
  • Dynamic thinker

Accomplishments


  • Instrumental in making Dublin the No 1 performing station within the European networks, including several awards, for numerous multinational airlines
  • Implemented a covid recovery strategy for the Passenger Services Department resulting in a successful rebuild output

references

Available on request

Timeline

Finance for non-financial managers - Finance

Griffith College
09.2020 - 11.2021

CUSTOMER SERVICE MANAGER

SWISSPORT - DUBLIN AIRPORT
04.2018 - Current

CUSTOMER SUPPORT MANAGER

SWISSPORT - DUBLIN AIRPORT
06.2013 - 04.2018

Service Delivery Manager

Swissport
01.2003 - 06.2013

level 8 Diploma - Aviation Management

Dublin Institute of technology

LEAVING CERTIFICATE - undefined

Sancta Maria Ballyroan

Similar Profiles

Create profile
Sinead McEvoy