Sasha Enborisoff
Rivervale
Summary
Self-confident customer service manager with 9 years of experience with Swissport and currently operations controller. Offering comprehensive understanding of modern computer systems, creative, constructive management and exemplifying excellent customer service. Successful in delivering one-of-a-kind services to the aviation and airline industry.
As the primary manager for Virgin Australia’s Operations within Perth across both domestic and regional travel, I oversee exceptional service delivery which included 98% for weekly on time performance. Managing 8 supervisors, with an operation exceeding 90 staff and in excess of 200 turnaround flights per week for both charter and domestic travel.
My previous and current responsibilities include people leadership including performance management, coaching, mentoring and development. I have experience working through employee relations and human resources policies and procedures. I drive a strong performance through collaboration within the broader organization and demonstrated commitment to a continuous improvement philosophy and the provision of a high level of service to internal and external stakeholders. I strive to improve morale by motivating general staff and supervisors by welcoming new ideas and initiatives.
Overview
11
11
years of professional experience
Work History
Operations Controller
Maroomba Airlines
2023.08 - Current
- Streamlined operations by identifying inefficiencies and implementing process improvements.
- Enhanced communication between departments by establishing clear channels and protocols.
- Increased productivity with the implementation of performance metrics and regular progress reviews.
- Drive operational improvements which resulted in savings and improved profit margins
- Collaborated with team members to achieve target results
- Communicated instructions to pilots through clear delivery and enunciation
- Utilized communications systems to direct movement of pilots and ground personnel
- Delivered weather updates to pilots to determine if necessary to divert aircraft to different airports
- Used coordination and planning skills to achieve results according to schedule
- Completed ramp loading instructions for each aircraft departure
- Monitored and maintained aircraft slot times
- Strong rapport with all clients
- Acquired an understanding of aircraft maintenance requirements
Airport Operations Controller
Virgin Australia Regional Airlines
2022.04 - 2023.05
- Drive operational improvements which resulted in savings and improved profit margins
- Collaborated with team members to achieve target results
- Communicated instructions to pilots through clear delivery and enunciation
- Utilized communications systems to direct movement of pilots and ground personnel
- Delivered weather updates to pilots to determine if necessary to divert aircraft to different airports
- Used coordination and planning skills to achieve results according to schedule
- Successfully determined aircraft zero fuel weights
- Completed ramp loading instructions for each aircraft departure
- Monitored and maintained aircraft slot times
- Strong rapport with all clients
- Acquired an understanding of aircraft maintenance requirements
Customer Service Manager
Swissport
2021.04 - 2022.04
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
- Processing and authorizing timesheets
- Adjusting timesheet and payroll queries
- Investigating reports and completing corrective action rollout
- Meeting monthly audit targets and exceeding by 5%.
- Liaising with airport stakeholders and clients
- Forwarding airport, operational and occurrence updates to clients
- Attending and interacting with weekly WAPOL COVID meetings
- Station safety
- Responding and investigating safety reports
- Forward planning for operational training requirements
- Ordering and managing operational stock
- Updating safety and client manuals
- Completing staff disciplinary actions
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing operational errors
- Managed team of employees, overseeing hiring, training and professional growth of up to 110 employees
Guest Services Supervisor
Swissport
2013.06 - 2021.04
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Generated daily reports for Virgin Australia customer service and Tiger Air Customer service managers.
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Managed flight files and KPI records for 3 clients and adhered to safety procedures to prevent breaches and data misuse.
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
- Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Supervised and guided new employees on check in system and airline safety and responded quickly to questions, which improved understanding of job responsibilities.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Education
Bachelor of Aviation Management - Aviation Management
Griffith University
Gold Coast, QLD11.2023
High School Diploma -
Tweed River High
Tweed NSW10.2011
CERT II Tourism -
TAFE NSW
Kingscliff NSW10.2011
Skills
- Customer service standards
- Safety management
- Accounts payable and receivable auditing
- Improving processes
- Customer service abilities
- Conflict management
- Check-in procedures
- Guest relations
- Strategic Planning
- Team Leadership
- Supporting audits
- Implementing policies
- Client banking. (weekly and daily)
- Staff coaching
References
Kate Langdale
Swissport Customer Service Manager Perth
0408271789
Raelene Dewar
Virgin Australia Regional Airlines Operations Manager
0427850113
Timeline
Operations Controller
Maroomba Airlines
2023.08 - Current
Airport Operations Controller
Virgin Australia Regional Airlines
2022.04 - 2023.05
Customer Service Manager
Swissport
2021.04 - 2022.04
Guest Services Supervisor
Swissport
2013.06 - 2021.04
Bachelor of Aviation Management - Aviation Management
Griffith University
High School Diploma -
Tweed River High
CERT II Tourism -
TAFE NSW
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