Ling Lum (Felicia)
Performance Management | Project Management
Scottsdale,AZ
Summary
I am an experienced and strategic Project Management and Performance Management professional. I worked on large-scale recruitment projects, airline transformantions and complex HR transformations that had a major positive impacts on the Airlines ensuring the operations can maximised sustained growth. I am enthusiastic, always immaculately presented, exudes the personality that a commercial aviation looks for. Beneath the warm and people friendly pesona, I am always striving for the best, for the highest quality, for attention to detail, to be a mentor bringing out the best in people. My capabilities are diverse and meet all facets of hosptality, engagement, project delivery, people management, policies and process compliance, strategy and data analysis.
Overview
22
22
years of professional experience
4
4
Languages
Work History
Project Manager
Qatar Airways, Cabin Services
07.2022 - Current
- Directly reporting to the C-suit managing special projects and meeting expectations to the highest level
- Uniquely able to lead at both strategic level whilst ensuring details are delivered to match through strong project management expertise; robust processes and leadership of cross-functional and diverse teams at all levels.
- Developed and implemented strategic project plans to meet business objectives.
- Provided detailed project status updates to stakeholders and executive management.
- Drafted project reports to identify successful outcomes, insights and future recommendations.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Monitored project performance to identify areas of improvement and make adjustments.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Monitored project progress, identified risks and took corrective action as needed.
Performance Manager
01.2015 - 06.2022
- In-flight Services
- Directly reporting to the Manager Cabin Crew and responsible for managing and leading a team of 700 cabin crew
- Reviewing the performance of Cabin Crew regularly to agreed consistent standards and at agreed times
- Continuous development of cabin crew to ensure motivation to meet company goals
- Ensures consistency and fairness in the management of Cabin Crew
- Identify and resolve key issues in a timely way to ensure clarity and consistency of the processes
- Manages portfolios or projects to improve Cabin Crew performance and processes
- Achievements:
- Rated outstanding performance in Annual Performance Review, the role model for competencies and behaviors
- Participated in the 1st Breast Cancer Awareness Campaign for Qatar Airways and generated 25,000 USD in 3 days leading to QR winning the Pink organization award in Doha 2015
- Subsequently, it became an annual campaign for QR
- Led the Cabin Crew Story on QR social media to enhance public visibility of our brand ambassadors
- Initiated and launched Cabin Crew Meals Concept
- Participated in the preparation of QR 1st
- Vaccination Flight
- Single-handedly managed the Cabin Crew Secondment Project with various
- Divisions that include 600+ Cabin Crew
- Led the Strategic Recruitment Task Force to build a high-performing, collaborative, and focused team to capitalize on the Cabin Crew manpower demands
- Doha, Qatar | Scottsdale, AZ, US
- Lumpohlingfelicia@gmail.com
- (+974) 5511 8508
Cabin Crew Manager
Safi Airways
Dubai
01.2013 - 01.2015
- LUM POH LING
- Sensitivity: Restricted, I was responsible for leading the Inflight Services Department (IFSD) and liaised with HR for hiring and dismissing IFSD staff
- Implemented a robust Performance Management system to recognize high performers and to act on underperformers through defined
- KPIs
- Guided the Cabin Crew Performance Supervisors (CCPS), Safety Training Supervisor/Instructor, and Check Pursers in carrying out onboard fair and accurate appraisals, ensuring quality and consistency of reporting
- Closely collaborated with Executive Management in implementing a customer-centric business model and ensuring consistent compliance with all regulatory requirements, organizational standards, and approved procedures
- I was responsible for developing a budget for the entire IFSD, and also planned future manpower needs for effective day to day operation
- I was the overall manager of food & beverage services onboard and was also responsible for choosing the meal rotation for all destinations
- Maintained quality of food and beverage onboard, as well as reviewed onboard services on a regular basis
- Delivered soft skills, food, and service-related training courses to cabin crew members
- Achievements:
- Project: manage the creation of the Crew Performance Program
- Project: manage the creation of the Cabin Crew Code of Conduct
- Project: manage the creation of the Cabin Crew Assessment Program
- Project: manage the creation of the Cabin Crew Rewards and Recognition Program
- Obtained the Aviation First Aid Trainer license and delivered the training for Cabin Crew and Pilots
- Revamping the first aid manual for the updated knowledge and practice
- In addition, revised the In-flight Medical Form for on board medical incidents usage
- Conducted several quality control inspections of in-house and third-party service providers
- Steered the IOSA Renewal Process with zero findings within IFSD.
Operations Manager
P & E International Co. W.L.L
01.2011 - 01.2013
- In the absence of the CEO, I was able to make the decision, and also sourced for overseas suppliers for competitive pricing
- I was responsible for decoding all the CEO’s correspondence such as letters and quotations following up on pending issues and making decisions within the Matrix of Authority
- Achievements:
- I was able to downsize the laborers on-site from 79 to 23, repositioned the structure of the company, and also refined the payroll process for the site workers
- I was responsible for hiring new staff, providing coaching and training, as well as reviewing and managing all staff performance.
First Class Cabin Crew
Wataniya Airways
01.2010 - 01.2011
- Provided a level of service that consistently meet and exceed the passengers’ expectations, and also administered first aid to passengers when needed
- Trained safety executor and specially trained to deal with security and emergency situations involving evacuations, crash landings, severe turbulence, suspected bomb handling, etc
- I was able to identify sources of passengers’ feedback including complaints, collect information from passengers regarding service standards, analyzing to ascertain what alternative actions could have been taken.
First, Cabin Crew
Etihad Airways, Class
Abu Dhabi
01.2006 - 01.2009
- I got complementary letters from various senior management
- Received Attendance Appreciation Letters – Not reporting sick for the entire employment.
Business Development Manager
OCBC Bank
Kuala Lumpur
01.2005 - 01.2006
- I successfully acquired new customers through a consultative approach by understanding customers’ needs and providing value- added solutions that will maximize revenue against risks, targeting top-tier middle and emerging market customer segments
- Assisted in presenting analytical observations and influencing business decision-makers to propose policy recommendations
- Built networking and maintained a good rapport with professionals and business associates to acquire new customers
- Achievement:
- I was able to meet/exceed the monthly sales targets during my entire employment
- Sensitivity: Restricted
Team Leader
Worldwide Sales & Advisory Sdn. Bhd
Ipoh
01.2004 - 01.2005
- I was responsible for employment and compliance to regulatory concerns, and also oversaw employee safety, welfare, wellness, and health
- Measured performance management as well as tracked improvement
- Reviewed job descriptions and design appropriate organizational structures, and also took charge of employee orientation, development, and training
- Achievement:
- I was responsible for implementing the HR system and review / update of all employment contracts and HR processes.
Senior Mortgage Sales Executive
Citibank Berhad Malaysia
Kuala Lumpur
01.2002 - 01.2004
- I was able to source and book new mortgage loan applications through various channels: personal referrals, developer launches, real estate agencies, and others
- I was responsible for cross-selling the Bank’s products and services
- I was also responsible for closing and originating about RM 25 million in residential mortgage loans within one year
- Achievements:
- Achieved Top Sales Nationwide for 02 years consecutive
- Promoted to set up an outsourcing company for the Bank.
Education
BBA (Hons - Banking and Finance
Certified ScrumMaster (CSM - undefined
Skills
ProfessionalProven ability to operate as an internal consultant to the sub-verticals inThe implementation of HR processes in numerous areasAdept at guiding, advising, and supporting employees through analyzingTheir interests, strengths, skills, and areas of developmentAble to meet Business Unit managers and review performance appraisalsAnd promotion history for employeesProficient at implementing new initiatives, and able to liaise withManagement, regional HR, and operational managers to identify, developAnd implement strategic organizational effectiveness initiativesProven ability to partner with HR departments to ensure consistency onPhilosophies and alignment with business goalsAble to follow up on training needs based on performance appraisals andTalent identification processPersonalExcellent listening and communication skills both oral and writtenGood team player, articulate, leadership, and self-starterOpen-minded and flexible with the ability to give attention to detailsPROFILE SUMMARYI am a Human Resources Professional whoSupports and enhances Human ResourcesInitiatives by driving results and contributing toTeam efforts in order to accomplish establishedGoalsI am distinguished for a cooperativeInterdepartmental mindset, creative problem-Solving approach in cross-functional teamsI am a meticulous, resilient, and highlyMotivated individual, who thrives in dynamicConditions and always relishes a challengeI possess the needed experience to expertlyLead teams and keep them focused andProductive beyond the organization’sExpectationsI am looking for a suitable position with aCompany where I will be surrounded by like-Minded individuals who strive to break recordsAnd deliver excellenceCORE QUALIFICATIONSProject ManagementPerformance ManagementTalent AcquisitionStaff Management & LeadershipRecruitment & Report ProductionStrategic Planning & Growth StrategiesLeading Multicultural TeamsCustomer AdvocateClient RetentionCollaboration with Service PartnersConflict ResolutionBudget Planning & LogisticsTeamwork & Time Management
Computer Architecture
Logistics Management
Accomplishments
- Completed the Project name Project on time and $Amount under budget.
Timeline
Project Manager - Qatar Airways, Cabin Services
07.2022 - Current
Performance Manager -
01.2015 - 06.2022
Cabin Crew Manager - Safi Airways
01.2013 - 01.2015
Operations Manager - P & E International Co. W.L.L
01.2011 - 01.2013
First Class Cabin Crew - Wataniya Airways
01.2010 - 01.2011
First, Cabin Crew - Etihad Airways, Class
01.2006 - 01.2009
Business Development Manager - OCBC Bank
01.2005 - 01.2006
Team Leader - Worldwide Sales & Advisory Sdn. Bhd
01.2004 - 01.2005
Senior Mortgage Sales Executive - Citibank Berhad Malaysia
01.2002 - 01.2004
The Multimedia University - BBA (Hons, Banking and Finance
- Certified ScrumMaster
(CSM,