Tilomai Williams
Melbourne,VIC
Summary
Strong leader who loves problem-solving dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams.
Overview
17
17
years of professional experience
Work History
Operations Control Manager
Swissport
01.2024 - Current
- Workforce of 350+ Ramp Staff
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Operations Manager- QantasLink
Swissport
03.2023 - 12.2023
- Supervised up to 110 operational staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and maintained relationships with external vendors and suppliers.
- Developed systems and procedures to improve operational safety, quality and team efficiency.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
Workforce Coordinator
Swissport
11.2021 - 03.2023
- Optimized schedules, forecasts and other tools to present to management.
- Established strong relationships with internal stakeholders to understand their workforce requirements and deliver tailored solutions.
- Maintained accurate records of up to 350 employee performance, facilitating informed decision-making during performance reviews.
- Championed the adoption of flexible work arrangements for employees seeking better work-life balance without sacrificing productivity.
- Analyzed workforce data to identify trends and inform management decisions related to staffing levels, compensation adjustments, and promotions.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
Lead Ramp Service Agent
Swissport
12.2020 - 11.2021
- Participated in emergency preparedness exercises, preparing the team for potential incidents or disruptive events at the airport.
- Established an effective communication system between different teams on the ramp, improving coordination efforts and response time during critical situations.
- Reduced employee turnover by fostering a positive work environment and providing ongoing support for team members.
- Enhanced ramp safety by implementing strict protocols and training sessions for team members.
- Oversaw maintenance activities on ground equipment, ensuring compliance with regulatory standards and minimizing downtime.
- Conducted regular audits of ramp processes, identifying inefficiencies and implementing corrective actions as needed.
- Provided hands-on leadership during challenging weather conditions or unexpected disruptions to normal operations, ensuring minimal impact on flight schedules.
- Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over 120 daily flights.
Travel Agent
Flight Centre Travel Group
07.2019 - 05.2020
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Designed personalized vacation experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
- Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Cafe Manager
Zarraffa's Coffee
11.2007 - 12.2018
- Oversaw daily cafe operations to maintain smooth workflow in both front-of-house and back-of-house areas.
- Delivered excellent customer service experiences by addressing concerns promptly and professionally.
- Trained cafe employees to consistently exceed customers' expectations and provide superior service.
- Established a welcoming atmosphere, maintaining high standards of cleanliness and presentation throughout the cafe.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Consistently met or exceeded revenue targets through effective planning and execution of sales strategies. Rostering >30%, Ordering >20%
- Fostered a positive work environment through open communication channels and collaborative problem-solving approaches.
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Operations Management
- Decision-Making
- Positive Attitude
Timeline
Operations Control Manager
Swissport
01.2024 - Current
Operations Manager- QantasLink
Swissport
03.2023 - 12.2023
Workforce Coordinator
Swissport
11.2021 - 03.2023
Lead Ramp Service Agent
Swissport
12.2020 - 11.2021
Travel Agent
Flight Centre Travel Group
07.2019 - 05.2020
Cafe Manager
Zarraffa's Coffee
11.2007 - 12.2018
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