Airline Service Manager

  • Dedicated Customer Operations/Support Manager & Ex-Service Delivery Manager with over 10 years experience in the Air Transport & Telecommunications industry

  • Areas of expertise include Customer Care Management, Contact Center Management, Team Development & Building Training Management & Sales & Margin Improvement

  • Roles have included acting as the Sole Interface with Technology teams in drafting system business requirements, Testing & the implementation of new application interfaces for CRM, Billing & ERP applications

  • For one client he was responsible for designing & drafting the business requirements into CRs and DCRs, attaining senior management approval whilst working with technology teams to define workshops, testing & managing defects analysis

  • Trained teams for a Middle East integrated telecomms company in creating and drafting IT billing requirements for a new rate - plans, products & services as well as holding the Billing, CRM, ERP Customer Care Systems owner role