Brian Rego

Experience

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  Sharjah Airport Authority

  Oct 1990 - Dec 2004

  Customer Service Officer

  • Supervision and Management of all staff on shift (up to 150 staff per shift)• Co-ordinate and conduct meeting with clients (Airlines)• Liaise with client airline representatives for day to day functions• Liaise with airport authorities to oversee smooth operation of flight• Ensuring seamless operation in an event of delays/disruptions• Supervise all elements of ground operations whilst on duty.

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  Menzies Aviation

  Feb 2005 - Jan 2008

  Customer Service Officer

  • Provide a high level of customer service to airline customers• Ensure smooth handling of ground operation• Supervision and guidance of all staff within the terminal keeping them focused through strong leadership• Lead the planning and delivery of delays , disruptions and diversion handling

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  Dnata

  Jan 2008 - Feb 2022

  Customer Service Delivery Manager

  • Oversee the management of a diverse team of approximately 300 plus staff• Engage and collaborate with internal and external stakeholders • Handling issues with the airport facilities if unserviceable(baggage belt)• Asses Customer situations during call out and proactively action them as per requirements• Coordinating and Communicating for smooth and efficient VIP movements• Handle complaint escalation and resolution of clients/passengers/stakeholder/government authority complaints.• Handle performance management escalation and resolution• Supervision and guidance of all staff within the terminal keeping them focused through strong leadership.• Investigate and report on all safety accidents/incidents involving personnel. Vehicles and property ( First Aid, initial breathalyser and DAMP Supervisor Qualified• Deliver strong performance whilst managing relationships with relevant internal and external parties.• Ensure the performance management of team members is carried out in accordance with company values and polices.• Lead the planning and delivery of delays , disruptions and diversion handling• Maintenance of Emergency Response and return to work polices. Show less

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  Pacific National

  Mar 2022 - now

  Customer Incident Performance Officer

  • Acting as the first point of contact for customers and train crew• Update safety and transport/labour management systems• Distributing critical information and notices on train running, service issues and incidents to both internal and external stakeholders• Provide broad support to the operation team to ensure effective and efficient delivery of services for our customers• Contributing to the on-going high performance of the team• Building strong working relationships with all customers (internal and external) Show less