Roanne Nicolas

• Oversee the daily operations of the center, ensuring a positive working environment that fosters customer satisfaction and retention.
• Leasing of tenancies and license areas, including:

- Preparing commercial offers, leases, and agreements.

- Onboarding new clients.

• Motivate and manage the center team to achieve operational goals and maintain high standards of service.
• Facilitate a seamless experience for members and guests by managing customer interactions and addressing their needs promptly.
• Implement and monitor operational procedures and policies to ensure compliance with company standards.
• Conduct regular inspections of the center to ensure safety and cleanliness.
• Coordinate with other departments to resolve any operational issues and improve overall efficiency.
• Develop and implement strategies to attract new members and retain existing ones.
• Manage the center budget, including forecasting expenses and revenue.
• Organise and oversee community events and activities to enhance member engagement and satisfaction.
• Provide training and support to team members to ensure they are equipped with the necessary skills and knowledge.
• Drive profitability of the center through supporting sales of additional services and generating ancillary income.

• Provide personalised support to clients to help them find and sustain meaningful employment.
• Develop individualised employment plans based on clients' skills, experience, and interests.
• Assist clients in building their confidence and job-readiness through training and skill development.
• Connect clients with potential employers and facilitate job placements.
• Offer ongoing support to clients once they are employed to ensure long-term job retention.
• Collaborate with employers to understand their needs and ensure a good match with clients.
• Monitor clients' progress and provide feedback and guidance to help them achieve their employment goals.

• Deliver positive customer experiences by implementing effective quality assurance practices.
• Implement policies and standard operating procedures and managed quality, customer service and logistics.
• Review daily financial reports and reconciled accounts to keep information current and accurate.
• Connect with clients and develop strategies to achieve sales and customer service goals.
• Support sales team members to drive growth and development.
• Cultivate strong professional relationships with suppliers and key clients to drive long-term business development.
• Coach, develop and motivate team to achieve revenue goals.
• Resolve customer complaints regarding sales and service.
• Reviewed sales strategies and marketing plans to optimize strategies and enhance revenue results.
• Directed and coordinated products, services and sales activities.

• Organized and maintained filing and document management systems by coordinating, archiving and purging files.
• Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
• Developed administrative processes to achieve organizational objectives and improve office efficiency.
• Updated details in company database by keying in customer contacts.
• Directed customer communication to appropriate department personnel.
• Answered and directed incoming calls using multi-line telephone system.
• Sorted incoming mail and directed to correct personnel each day.
• Oversaw office inventory by restocking supplies and submitting purchase orders.
• Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
• Managed customer complaints and rectified issues to complete satisfaction.

• Fully adhere to all operational procedures (SOP) with regards to travel, immigration and safety regulations.
• Provide all necessary help and support to passengers as required which may include check in, baggage processing, reservations and ticketing, provide special passenger assistance and handle customer complaints.
• Coordinated with internal teams to ensure smooth handling of guests during irregular operations.
• Directed an action plan during a disruption to avoid delays and minimise airplane losses.
• Designed a business continuity plans by analyzing loads and alternative flight options to assist staff travel guests.
• Complying with all relevant laws and travel business legislation.
• Maintain Etihad Airways professional image by adhering to all applicable corporate grooming guidelines.