Ivan Hoffmann

Experience

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  Uneworld Viagens e Turismo

  Jan 1992 - Jan 1997

  Tour Leader / Sales Agent

  • Hired as sales agent and to lead groups of tourists to destinations, including Walt Disney World, for annual winter and summer trips. • Led tour coordination with the agency, developing the schedule and managing logistical travel to Orlando, USA East / West Coast and Europe. • Managed charter flights and coordinated access in Orlando, cooperating with Disney Corporation to earn certification in tour leader training

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  Playco Games & Informatics

  Jan 1993 - Jan 1995

  Store Manager

  • Employed to manage a videogame and computer store, supporting operations coordination, customer service training and staff management. • Demonstrated commitment to services and operations excellence and proved capacity to lead teams.

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  Federal Highway Research Institute (BASt, Bundesanstalt für Straßenwesen)

  Jan 1994 - Jan 1994

  Mechanical Engineer Intern

  • Passive Vehicle Safety / Crash Tests / Biomechanics

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  TAM

  Jan 1996 - Jan 2013

  • Scheduling and addressing roster changes involving flight crews and aircraft using AIMS Crew and Flight Operations System; • Facilitated the implementation of customer service system Net Promoter Score (NPS) at one of the first airlines in the world, consulting with a board of directors to establish, test, and refine NPS processes. Project development in partnership with Bain & Company;• Instrumental in improving in-flight staff training, analyzing staff and crew procedures, identifying strengths and areas of improvement, and compiling, publishing, and distributing training reports;• Improved NPS scores for in-flight and on-the-ground services, collecting, processing, and analyzing data for improvement, receiving an average of 70%;• Highlights of Achievements: Improved Customer Services Satisfaction score by 30%+;• Effectively assessed customer survey responses to implement feedback into standard procedures;• Improved food quality and meal services, responding to customer feedback to deliver well-prepared meals;• Enriched international flight services, developing a scheduling process to support constant and responsive in-flight service, reducing response time to customer needs;• Initiated enhancements to entertainment services, liaising with maintenance staff to assess the functionality of entertainment systems and telecommunications to target and fix problems; Show less Initially hired on as a flight attendant, quickly promoted to senior level position as Cabin Manager/Purser for international flights after demonstrating expertise in in-flight procedures and protocols, coordinating with cabin crew to effectively assess and improve customer flight experiences for first-class passengers.• Led upwards of 16 cabin crew and 5 staff to efficiently manage first-class in-flight services and support economy service, detailing briefings on weather conditions, flight times, meal preparation, and special customer services.• Ensured superior in-flight Quality Management, delegating tasks to staff based on individual strengths, coordinating with team members to deliver services, assess passenger needs, and maintain in-flight safety procedures. Show less • Applied expertise in in-flight services, aircraft knowledge, and customer service to train and develop newly hired staff into top-tier service professionals.• Developed Airbus A330-200 training by translating manuals from English to Portuguese and assisting crew to advance in-flight service processes, systems and protocols for international flights.• Established a standardized customer service process, supporting the multidisciplinary crew in creating a working manual for the plan to effectively meet customer needs. • Granted title of Accredited Evaluator for the Brazilian Aviation Agency, managing paperwork development to evaluate the licenses for stewards in the agency, and reporting to Aviation Authority (ANAC) to certify attendants and crewmembers’ aircraft knowledge.• Instrumental in improving in-flight staff training, analyzing staff and crew procedures, identifying strengths and areas of improvement, and compiling, publishing, and distributing training reports.• Designed In-Flight Work Headlines for TAM Brazilian Airlines, including International Flights Aircraft & Crew Paperwork, Cockpit Support, and First & Business Class Service. Show less

  • Flight Operations / Quality Assurance

    Jan 2009 - Jan 2013

  • Cabin Manager / Chief Purser

    Jan 2000 - Jan 2013

  • In-Route & Ground School Flight Instructor

    Jan 1998 - Jan 2013

  • Flight Attendant

    Jan 1996 - Jan 2013
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  ANAC - Brazil's National Civil Aviation Agency

  Sept 2009 - Jan 2013

  Accredited Evaluator / Cabin Safety Inspector

  • Granted title of Accredited Evaluator / Airworthiness Inspector for the Brazilian Aviation Agency, managing paperwork development to evaluate the licenses for stewards in the agency, and reporting to Aviation Authority (ANAC) to certify attendants and crewmembers’ aircraft knowledge; • Conducted initial and regular inspections of individuals holding or applying for air carrier operating certificates• Inspect aircraft, advise of any deficiencies and notify the Aviation Authority about aircraft suspected of being unairworthy or unsafe;• Conducted inspections and carry out auditing functions;• Prepared reports on inspections and auditing activities;• Monitored airworthiness certifications and ensured that they are carried out by persons who are properly authorized, and that the certifications made are for the purpose and in accordance with the requirements of the applicable airworthiness regulations;• Reported breaches of regulations and directives to the Aviation Authority; Show less

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  Target Canada Co

  Jul 2013 - May 2015

  Backroom/Instocks Team Leader - Logistics

  • Manages Backroom, In-Stocks, Receiving and Reverse Logistics Departments.• Leads a team to drive profitable sales performance and continuous improvement to impact the total store, specifically focusing on Logistic processes and routines. • Ensures Logistic processes are executed to Target's standards by actively leading team members to achieve great results. • Coaches team members and reinforces Target's expectations for a consistently safe, compliant, and vibrant team culture. • Supports community partnership and engagement efforts to ensure the store acts as a good neighbor. Show less

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  Mark's

  Mar 2015 - Apr 2015

  Assistant Manager

  • Continually motivate team and performance through recognition programs, store contests, customer compliments, etc. • Provide mentorship to teams and influence continuous growth, exemplifying L'Équipeur leadership brand • Communicate in a clear and concise manner to team, leading effective huddles / meetings / coaching sessions, keeping team well informed of pertinent information • Develop and lead recruiting and hiring strategy for store, maintain a complete team• Demonstrate and follow up on execution of L'Équipeur visual compliance standards, store maintenance and pricing standards • Responsibility to deliver annual corporate shrink targets through team education, enforcement of LP and audit standards and rigid inventory control • Create and/or monitor the creation of efficient store weekly scheduling for both sales and support functions • An ambassador and leader of the customer experience you look to develop relationships with customers and provide mentorship and coaching to your team to ensure the same • Coach and develop store and management team, through setting expectations, communication, coaching, feedback and ongoing support • Create development plans and conduct annual appraisals for management team; to improve any performance gaps • Complete and hold team accountable to complete required training within time frames Show less

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  Dynamo Playgrounds

  May 2015 - Jan 2020

  Reporting to the International Sales Director, this position is responsible to liaise on behalf of the Business Development Team with Concept Design and Inside Sales.• Providing support and information on project outcomes as the project develops;• Support Business Development members and Project Owners during the project life cycle, while ensuring open communication between departments;• Manage reports, documents and document control, CAD and figures related to projects;• Manage multiple projects simultaneously, while meeting deadlines and prioritizing effectively;• Collect and maintain records required to demonstrate conformance with customer, quality and safety requirements relative to the project;• Maintain project files organized in order to smoothly transition from pre-order to post-order;• Make suggestions to the Director of Sales on changes to the design or quoting queue based on priority;• Create or assist in the creation of DDRFS, QRFs and ORF’s;• Update Sales Team on project statuses;• Update the CRM Deal Board and tag sales people accordingly;• Ensure that current resources (CAD, spec sheets, install manuals) are available for each product and liaise with design to generate outstanding resources;• Complete, maintain and monitor contracts (national, statewide, county, school board, etc.);• Complete or assist in completing bids, tenders, RFQs, RFPs, etc.;• Maintain relationship with Brazilian market;• Performs any other duties related to the position, as required. Show less • Promote sales to existing clients• Identify and solicit potential new clients in their assigned markets• Provide clients with presentations on the benefits and uses of goods or services• Estimate or quote prices• Consult with clients after sale or signed contracts to resolve problems and to provide ongoing support• Review and adapt to information regarding product innovations, and market conditions• Provide input into product design where goods or services must be tailored to suit clients' needs• Develop reports and proposals as part of sales presentation to illustrate benefits from use of good or service• Communicate with customers Via phone, email and social media• Have the availability to travel out of country frequently to meet with customers Show less

  • Project Coordinator

    Jan 2019 - Jan 2020

  • International Sales and Business Development Associate

    May 2015 - Jan 2020
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  Canada Jetlines Ltd.

  Oct 2018 - Nov 2019

  In-Flight Cabin Training Consultant

  • Train the Company’s Cabin Crew to proficiency to include aircraft familiarization, crew member and passenger safety, emergency situations, professional standards and customer service;• Serve as an educator, encourager and mentor to trainees in order to reach the end goal of graduating knowledgeable, professional and prepared Cabin Crews;• Communicate the Company’s policies and procedures, and serve as a role model by upholding standards of excellence with regard to regulatory requirements and Company policies and procedures;• Ensure active comprehension and encourage retention of all applicable regulations, policies and procedures;• Conduct classroom and/or other ground instruction, employing the necessary training aids in accordance with the Company’s training program;• Complete class training records; • Other duties as assigned by the Company’s Manager, Cabin Safety & Inflight or its Manager, Training & Recruitment. Show less

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  Canadian North

  Jan 2020 - now

  Duty Manager, Flight Operations Control Centre

  • Responsible for decision making, contingency planning, as well as the development, coordination and communication of recovery plans in the event of irregular operations (IROPs);• Track and report all operational irregularities affecting on-time performance, customer satisfaction, Company operations, or Company expenses;• Responsible for the initiation of emergency response procedures in accordance with the Corporate Emergency Response Plan;• Responsible for determining, communicating, and implementing the best Company plan or solution with consideration for safety objectives, customer service responsibilities, and profitability, while managing the short range operating plan;• Responsible for assisting and providing support to Revenue Management, Maintenance Control (MCC) and other departments in various tasks and general operations;• Responsible for the cancellation or consolidation of any scheduled flights, authorizing delays, and notifying the appropriate departments of any changes to scheduled operations;• Communicate options and provide recommendations to management in the event of irregular operations (IROPs);• Responsible for the monitoring of Key Performance Indicators;• Responsible for the planning, distribution, and accuracy of the Short Range Operating Plan aswell as operational reports;• Development of and adherence to departmental policies and procedures; and• Other duties. Show less