Mei Shee Chin

• Perform day-to-day flight operation duties and Duty Officer for specific flights

• Receive, track and coordinate requests for ground handling, flight support including membership flight.

• Assist ramp team in customer meet-and-greet, flight concierge related hospitality support and coordinating customer requests and exceed customer’s service expectations

• Administrative support for pre-flight paperwork, preparing required airport/flight documents for flight crew

• Monitor progress of flights and assists pilots as required

• Coordination of logistics for private aircraft flight operations

• Handle and resolve customer complaints and concerns in a calm and respectful manner

• Regularly update customers via email or text messages regarding status of flights and new updates from WOA

• Participate in the Company Safety & Quality Management System, in accordance to the safety and quality policy framework and be pro-actively involved in promoting a positive safety culture environment

• A key team member in the company’s safety action group, assist with audits and inspection.

• Identify and report potential hazards and challenges as well as occurrences as required by the Company’s reporting system

• Adhere to safety guidelines and maintain safe working conditions for yourself and others

• Communicate with managers to manage daily schedules

• Comply with all airport authority and security requirements

• Assist in various other administrative or operational duties as directed from Ops & Safety Manager

• Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
• Coordinate underutilized resources to be re-deployed at gates and counters
• Develop day-to-day manpower plans for the deployment of agents and officers
• Handle dissatisfied customers and/or passengers at the counters, gates or in the aircraft before door closures
• Recommend improvements and new processes to enhance customer services
• Resolve exceptional customer situations
• Provide assistance to passengers with flight connections
• Highlight self-service systems and equipment flaws to initiate service improvements
• Provide coaching and feedback to improve team performance
• Provide on-the-job training to enhance capabilities of team members and/or direct reports