Minal Mistry

Experience

• 

  British Airways

  Aug 1989 - Jul 2005

  • Responsible for assisting passengers with missing/damaged/lost baggage in Dubai and most of the Middle East.• Dealt with the customer relations for nine stations, championing 3.• Working with ground handling agents to ensure best service provided to British Airways and our passengers. • Look into the passengers claim advising them of British Airways policies and procedures and compensate the passenger accordingly.

  • Customer Service Agent, Dubai Airport

    May 2004 - Jul 2005

  • Project Assistant, Airport Service Development

    Nov 1998 - Apr 2004

  • Arrivals Services Agent, London Gatwick and T1, Heathrow

    Aug 1989 - Nov 1998
• 

  British Airways

  May 2012 - Jan 2017

  Network Co-Ordination & Baggage Systems Executive Jul05 – Jan17 · Identify trends in baggage performance and make recommendations for continuous improvement or corrective action, working closely with all stakeholders to ensure solutions can be implemented and measured.· Work closely with Airport authority and internal stakeholders in defining and implementing baggage systems infrastructure and IT requirements/changes at Heathrow, in order to drive continuous improvement in baggage systems and operational performance. · Play a leading role in the validation and trials of process/systems changes to ensure the successful implementation of change within the baggage operation at Heathrow including recruiting core team.· Introducing process and policy changes when required and writing Best Practise documentation and/or Standard Operating Procedures. · Act as the interface with other airlines, especially JB, at London Heathrow on operational failures from both ends of the supply chain to ensure that the carries are receiving the best service possible.· Identify ways and means to ensure consistent delivery of agreed initiatives and suggest enhancements through data analysis.· Looking at End-to-End baggage process, including disruption and ways of improving it. Show less · Accountable for leading and motivating a team within Heathrow Ramp & Baggage Services in achieving all performance targets to ensure the highest standards of customer service, regularity and consistency of the operation· Accountable for conformance of the team in adhering to all relevant process and safety standards· Develops and encourages effective business relationships with colleagues and Trades Unions in managing the ramp operation, ensuring harmonious employee relations.· Ensure the seamless delivery of the Heathrow Ramp & Baggage Services operation through the robust planning, preparation, allocation and management of team resources.· Accountable for the training and ongoing coaching and development of the team, creating a culture of continuous learning and self-development to maximise the team’s potential. Show less

  • Network co-ordination exec

    Jun 2006 - Jan 2017

  • Team Manager, Problem Bag Area (Secondment)

    May 2012 - Nov 2012
• 

  Vanderlande

  Jan 2017 - Jul 2018

  Operational Transition & Training Manager

  • Ownership of the creation and implementation of the operational transition and training plan• Ownership of the creation and implementation of the Training Needs Analysis• Identify project benefits, deliverables and operational impact through consultation with project manager, sponsors and stakeholders• Progress report to Project manager, Operational Transition Leader and senior stakeholders for clarity and endorsement• Contribute to the end to end project transition plans• Devise training strategy and plan and deliver if necessary• Plan and oversee Operation transition activities ensuring they are managed within the project budget and in accordance with timescales and quality criteria• Prepare end of project closure reports, sign off acceptance of change, benefit realisation and lesson learnt • Stakeholder Management Show less

• 

  Dubai Airports

  Jul 2018 - Nov 2020

  Associate Manager Operational Strategy & Development - Research

  • Responsible for the development of a concept of operations for all baggage related elements.• Support the Operational Strategy Manager in developing Dubai Airports’ TAM (Total Airport Management) approach, in alignment with main stakeholder’s initiatives and drawing on industry best practice.• Participate to the operational performance process review to identify operational change activities enhancing resilience and supporting the delivery of the required capacity on the day.• Co-ordinate stakeholders input into the development of future operational systems and work with the Business Technology team and Operations to design and implement these. • Supporting Customer Service Delivery (CSD) in reviewing existing or developing new initiatives. Show less

• 

  Dematic

  Jun 2021 - Nov 2022

  Project Transition Manager

  Planning and delivery of ramp up and launch support Ensure post-delivery vendor management including act as a consultant and knowledge base for client queries Coordinate activities in preparation for go live and provide on-the-ground operational support Resolve ‘snagging’ issues around configuration / operation / and follow up on bugs Support end to end testing of the platform working closely with the testing team to handover to the client for User acceptance testing (UAT) Ensure a successful and seamless handover of responsibilities to the customer including reviewing and supporting Standard Operating Procedures (SOP’s) Show less

• 

  Red Sea Global

  Dec 2022 - now

  Senior Manager - Facilitation and Service Level