Mark Muhandiramge
Summary
Passionate about achieving results and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
ACCOMPLISHMENTS : Inaugural team member to successfully role out Transdev John Holland bus operations in region 9 Implemented Operations Command, Customer Engagement and School triangular communication process. Safety champion 2017 / Virgin Australia Brand Ambassador under Innovator category awarded 2019 Nominated for CEO awards 2019. Maintained guest satisfaction in Qantas First Class lounge Melbourne 100% for 3 consecutive years. Increased Guest satisfaction from 66% to 80% in Qantas Business Class Lounge SKILLS Team Leadership Strong Problem-Solving and Critical analysis. Project Management. Customer and Vendor relationship Budgeting & Finance. Strong written and verbal communication
Overview
15
15
years of professional experience
Work History
Customer Engagement Officer
Transdev NSW
12.2021 - Current
- Maintain High level of Customer service & efficiently resolve customer queries
- Recruitment – Pre-Screen candidates & organize final interviews,
- Maintain Candidate files and follow up on compliance documents.
- Attend Job Fares on behalf of Transdev NSW
- Client Case Management to meet department KPIs
- Continues Improvement on Customer Service
- Communicate effectively across different departments, Internal and external stakeholders to meet KPIs
- Trained Customer engagement team members – Region 9
Guest Services Coordinator
Virgin Australia Sydney
12.2011 - 06.2021
- Coordinate and Supervise overall Virgin Australia guest services functions.
- Check-in, Boarding Gates and Baggage service.
- Practice Safety and Security at all times.
- Purchasing and Managing Inventory.
- Monitor, Update KPI and liaise with guest services team effectively.
- Attend National Service Solution meetings / Perform Internal audits and report to senior manager
- Attend to missing bags, damage bags, rush bags and lost property efficiently and effectively at Baggage service department
- Communicate with bag-room, interstate, courier and guests to locate missing bags and deliver to guests
- Communicate effectively across different departments to solve guest related problems.
- Deliver exceptional guest service across check-in, boarding gates, baggage services and where applicable.
Duty Manager
Qantas First Class And Business Class Lounge
03.2008 - 12.2011
- Over see overall operations of the lounge.
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Trained employees in essential job functions.
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Handled employee-related issues to improve performance, professional conduct and attendance reliability.
- HR Functions; recruitment and performance appraisals
- Managed passenger portfolio (Client personalized services).
- Airline delay costings.
- Formulated Budgets.
- Fulfilled fire warden and first aid officer responsibilities successfully at the Melbourne International Airport.
Education
MBA - Project Management
Royal Melbourne Institute of Technology (RMIT)
12.2029
No Degree - Diploma of Public Safety ( Community Safety)
TAFE Queensland
Bowen, QLD07.2008
Bachelor of Science - Travel And Hospitality
Royal Melbourne Institute of Technology (RMIT)
Melbourne, VIC12.2002
High School Diploma -
Australian College of Travel And Hospitality
Melbourne, VIC12.2000
Skills
- Software Proficiency : Salesforce, Dynamics 365, MS Office & Micros
- Teamwork and Collaboration
- Planning and Coordination
- Multitasking Abilities
- Analytical and Problem Solving skills
- Effective Communicator
Timeline
Customer Engagement Officer
Transdev NSW
12.2021 - Current
Guest Services Coordinator
Virgin Australia Sydney
12.2011 - 06.2021
Duty Manager
Qantas First Class And Business Class Lounge
03.2008 - 12.2011
MBA - Project Management
Royal Melbourne Institute of Technology (RMIT)
No Degree - Diploma of Public Safety ( Community Safety)
TAFE Queensland
Bachelor of Science - Travel And Hospitality
Royal Melbourne Institute of Technology (RMIT)
High School Diploma -
Australian College of Travel And Hospitality
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