Summary
Overview
Work History
Education
Skills
Timeline
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Simon Chi Wai Tam

San Leandro

Summary

To join Pacific Aviation in San Francisco International Airport to pursue my goal of continuing the long-standing career I have in the airline industry.

Overview

41
41
years of professional experience

Work History

Baggage Service Agent

Vietnam Airlines
12.2022 - Current
  • Provided exceptional customer support, resolving complaints related to lost or damaged baggage efficiently.
  • Provided exceptional customer service, addressing concerns professionally and offering assistance when needed.
  • Processed and secured unclaimed luggage.
  • Effectively communicated with customers regarding delayed or missing luggage, providing updates on resolution status as necessary.

Customer Services Lead

Swissport / Cathay Pacific Airways
01.2019 - 11.2022
  • Provide direct assistance to passengers at arrival, including Special MAAS passengers, UM , YP , WCHR.
  • Provide timely updates to passengers regarding missing baggage status or irregularities .
  • Offering solutions and support when delay occur.
  • Respond to email correspondence baggage claims escalations and operational updates.
  • Daily follow- up on claims and missing baggage files.

Airport Service Manager

Hong Kong Airlines
02.2018 - 08.2018
  • Directed daily operations to enhance passenger experience and streamline airport processes.
  • Implemented staff training programs to improve service quality and operational efficiency.
  • Coordinated with airline partners to resolve issues and optimize gate utilization.
  • Monitored compliance with safety regulations and industry standards across all service areas.
  • Analyzed customer feedback to identify trends and drive service improvements.

Senior Airport Service Agent

Emirates Airline
05.2010 - 01.2018
  • Analyze and troubleshoot any confrontations with customer and handling agents.
  • Constantly support handling agents to provide Emirate’s customer service standard.
  • Provide face to face customer service for all VIP guests for both arriving and departing SFO and ensure our quality of service has fully met their needs.
  • Liaison between Emirate’s and ramp handling agents to ensure that both parties successfully complete all activities on time for flight departure.

Customer Service Officer

Jet Airways (India) Ltd.
03.2008 - 11.2008
  • Responsible for day-to-day customer service supervisory functions of the airline.
  • Supervise passenger check-in, boarding control, ramp handling and baggage services.
  • Ensures that handling agents are properly supervised, showing a commitment is serving the airline’s passengers with the excellent customer service.

Duty Manager

Singapore Airlines
02.2004 - 03.2008
  • Safeguard all aspects of company’s day-to-day operation are within compliance to company’s policy.
  • Establishes goals and objectives and constantly measures performance against those goals and objectives.
  • Accountable for evaluating and troubleshooting any internal issues between team members and provide positive feedback.
  • Motivate and develop employees to persevere career development.
  • Lead and encouraged station employees to continuously commit to serving our customers’ needs.

Customer Services Supervisor

Singapore Airlines
04.1984 - 01.2004
  • Responsible in monitoring the daily operations of the airline which include cargo and ramp handling.
  • Supervised day to day boarding and customer service operations.
  • Oversee the load control operations of the station.
  • Devised staff roster to ensure that every flight was complemented with enough manpower ensuring the continuous smooth operations of each flight. Was very visible at the frontline dealing with customer complaints and operational issues.

Education

Wellington College
Hong Kong, SAR
05.1979

Skills

  • General Skills: Interpersonal, Teamwork, Problem Solving, Time Management, Analytical
  • Computing Software: Microsoft Word, Excel, Powerpoint
  • Languages: English, Cantonese

Timeline

Baggage Service Agent

Vietnam Airlines
12.2022 - Current

Customer Services Lead

Swissport / Cathay Pacific Airways
01.2019 - 11.2022

Airport Service Manager

Hong Kong Airlines
02.2018 - 08.2018

Senior Airport Service Agent

Emirates Airline
05.2010 - 01.2018

Customer Service Officer

Jet Airways (India) Ltd.
03.2008 - 11.2008

Duty Manager

Singapore Airlines
02.2004 - 03.2008

Customer Services Supervisor

Singapore Airlines
04.1984 - 01.2004

Wellington College

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Simon Chi Wai Tam