Jaison Jacob Fernandez
Abu Dhabi
Summary
16 years of experience (10 in UAE & 6 in India) in People Management, Supervision, Customer Service, Team Leader leading a team of 12 members. Dynamic professional with strengths in Communication Facilitation and Decision Making. Excels in training delivery and disruption handling, fostering a culture of customer service excellence. Focuses on risk assessment and operational coordination to enhance team performance and service quality. Operations Controller with expertise in People Management and Customer Service. Facilitates communication between departments, ensuring safety and adherence to protocols while overseeing daily operational activities. Leads a team of 12, driving performance and enhancing customer relations through effective training and supervision.
Overview
19
19
years of professional experience
Work History
Operations Controller OCC
Etihad Airport Services Ground
Abu Dhabi
09.2015 - Current
- Act as a key liaison and coordinator, facilitating communication between various departments and stakeholders.
- Responsibilities include monitoring flight progress, coordinating with PIC, staff from both above and below the wing, handling operational disruptions, charter flight planning, and ensuring adherence to safety protocols and company policies.
- Handling OAL VHF, record and communicate requests from PIC and action accordingly.
- Responsible for coordinating and overseeing the daily operational activities of flights, ensuring safety, efficiency, and compliance with regulations.
- Manage AD HOC flights handling activities from the operational and financial perspective. Ensure that 100% of all AD HOC requests are responded on time.
- Documenting and invoicing all additional service requests, with post-flight handling reports submitted within 24 hours.
- Conduct quality check of AVTURA billing to maintain accuracy and accountability.
- Coordinate all services provided are recorded properly and relevant charge notes were made with the Ramp Allocators and communications team.
- Making sure all charges post operations were sent to billing and relevant flight information is created in AVTURA.
- Monitoring and fixing AVTURA billing issues on a daily basis as far as OAL operations are concerned, that includes creating and correcting turns, updating AC registration when not captured etc.
Terminal Team Leader
Etihad Airport Services Ground
Abu Dhabi
09.2015 - Current
- Supervised & lead a team of 12 members – Briefed & reviewed their Daily/yearly tasks & Performance.
- Provided them training on improving Customer relations.
- Supervision of Terminal Operations on day-to-day basis at both landside and airside.
- Supervised customer Airline Operations (Abu Dhabi Hub) & stake holders.
- Completed training in People management, Document Verification, Team Leader Operations, and other upskill trainings.
- Member of Emergency response team at Etihad Airways.
- Performed a case study about the existing service standards at all the touch points of the airport and how to improve and presented them to the management.
- Along with supervising, also was keenly involved in coaching/performance management and ensured proper follow up for 12 direct reporting staff.
- Manage all day-to-day operational issues, including check-in, operations, safety and security, Boarding process, disruption handling and service recovery in accordance with corporate procedures.
Senior Sales Consultant and Subject Matter Expert
Allianz Cornhill
Kerala
11.2013 - 11.2014
- Answering incoming telephone calls / making outbound calls.
- Prioritizing workload effectively and managing own administration, achieving agreed targets and objectives consistently.
- Achieved more than the set target for sales of a specific product.
- Conduct team huddles and product related activities and provide training on a regular basis to ensure the quality standards and updates.
Operations coordinator and Admin
Landmark Property and Facility Management Pvt Ltd
Muscat
04.2013 - 09.2013
- Coordinate and manage project tasks to ensure project delivery within allotted budget and timelines.
- Evaluate current operational performance and provide strategic plan for improvements.
- Liaise between customer and management to ensure smooth operations delivery.
- Preparing and sending Invoice and Work reports on a daily/weekly/monthly basis.
Product developer and Trainer
GE Money servicing
Hyderabad
03.2010 - 03.2013
- Monitor the team performance and remove any blockages that they face to groom them to be subject matter expert.
- Give Call Center Agents and customer Service Agents refreshment training on daily, monthly and quarterly basis.
- Maintain statistical data of performance management, process progress and training information.
- Assist in the reporting and data management on a month on basis.
- Ensure that all issues are effectively communicated to minimize possible negative impact on service to customers.
Web support agent
Genpact / Air Canada
Hyderabad
08.2006 - 12.2009
- Handled queries of customers on calls from Air Canada regarding their flight reservations, Flight passes, and ticketing issues.
- Received training in Voyager System, International English (Voice Modulation, Voice & Accent).
- Accountable for team outputs to ensure service delivery and quality service standards are met or exceeded.
- Imparted refresher training to the team members to improve their performance.
Education
Higher National Diploma - Business and Management
Travancore Institute of Science and Technology
United KingdomHigher Secondary -
Kerala, IndiaSecondary School Leaving Certificate -
Kerala, IndiaSkills
- Operational coordination
- Safety compliance
- Flight planning
- Customer relationship management
- Performance management
- Team leadership
- Risk assessment
- Communication facilitation
- Disruption handling
- Training delivery
- Customer service excellence
- Decision making
- Effective communication
Languages
English
Hindi
Malayalam
Tamil
Telugu
Custom Section
16, 10, 6, People Management, Supervision, Customer Service, Team Leadership
Interests
- Books
- Singing
Timeline
Operations Controller OCC
Etihad Airport Services Ground
09.2015 - Current
Terminal Team Leader
Etihad Airport Services Ground
09.2015 - Current
Senior Sales Consultant and Subject Matter Expert
Allianz Cornhill
11.2013 - 11.2014
Operations coordinator and Admin
Landmark Property and Facility Management Pvt Ltd
04.2013 - 09.2013
Product developer and Trainer
GE Money servicing
03.2010 - 03.2013
Web support agent
Genpact / Air Canada
08.2006 - 12.2009
Higher National Diploma - Business and Management
Travancore Institute of Science and Technology