Michael Kemp
Airline Supervisor
Kippa Ring,QLD
Summary
Adept at operations management and fostering customer satisfaction, I significantly enhanced service standards at Singapore Airlines through meticulous attention to detail and effective team mentoring. My leadership as Night Operations Supervisor at Pel-Air Aviation saw a notable improvement in workflow efficiency and safety compliance, showcasing my ability to drive revenue and maintain high-quality control.
A hard-working Supervisor with exceptional experience
leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
41
41
years of professional experience
Work History
Night Operations Supervisor
Pel-AQir Aviation
07.2008 - 12.2024
- Maintained accurate records of nightly operations activities, including employee attendance, incident reports, and inventory counts.
- Utilized strong problem-solving skills to quickly address unexpected challenges arising during night shifts.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Built relationships with customers and managed accounts to drive revenue and profit.
- Coordinated with daytime supervisors to address any potential issues or concerns that may arise during the transition period between shifts.
- Maintained high safety standards to ensure secure workplace for all employees and visitors.
Customer Services Supervisor
Singapore Airlines
02.1989 - 03.2003
- Analyzed customer feedback data, identifying areas for improvement in policies or procedures.
- Mentored junior staff members on best practices in customer service management, fostering professional development within the team.
- Enhanced customer satisfaction by implementing streamlined processes and timely issue resolution.
- Researched and corrected customer concerns to promote company loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Created and reviewed invoices to confirm accuracy.
Ticketing Officer
Singapore Airlibes
08.1986 - 02.1989
- Maintained accurate records of all transactions, ensuring proper financial reporting and accountability.
- Contributed to revenue growth by upselling additional services or event packages during the transaction process.
- Resolved customer complaints with professionalism, ensuring positive customer experiences.
- Ensured compliance with company policies and industry regulations while processing ticket orders.
- Collaborated with team members to achieve company goals and maintain high standards of service.
Reservations Clerk
Singapore Airlines
03.1984 - 08.1986
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Education
University Entrance - Accounting
Kapaitu College
Raumati New Zealand12-1975
High School Diploma -
Kapiti College
Raumati New Zealand12-1974
Skills
- Workload prioritization
- Customer service
- Attention to detail
- Goal oriented
- Verbal and written communication
- Decision-making
- Training and mentoring
- Employee motivation
- Conflict resolution
- Operations management
- Task delegation
- Quality control
Accomplishments
Won Singapore Airline's highest individual award for Staff Idea in Action, saving the company approximately $250, 000 pa by rescheduling an aircraft by 30 minutes
Timeline
Night Operations Supervisor
Pel-AQir Aviation
07.2008 - 12.2024
Customer Services Supervisor
Singapore Airlines
02.1989 - 03.2003
Ticketing Officer
Singapore Airlibes
08.1986 - 02.1989
Reservations Clerk
Singapore Airlines
03.1984 - 08.1986
University Entrance - Accounting
Kapaitu College
High School Diploma -
Kapiti College
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