Louis Nguyen
Houston,TX
Summary
Dynamic Business Manager with a proven track record at Hallmark Aviation Services, excelling in leadership and customer relationship management. Skilled in Microsoft Word and Excel, adept at fostering team unity, and enhancing operational efficiency. Demonstrated success in mentoring staff and improving customer satisfaction, leveraging strong communication, and problem-solving abilities. Client-focused and organized professional with advanced degree and diverse experience in customer service, business management and project coordination. Collaborative communicator to quickly build relationships with both clients and business audiences. Known for innovation and creative problem solving abilities to address business challenges.
Overview
8
8
years of professional experience
Work History
Business Manager
Air New Zealand - Hallmark Aviation Services
George Bush Airport
10.2023 - Current
- Develop future leaders by analyzing long-term manpower needs.
- Deal with issues related to discipline and motivation.
- Be a part of the behind-the-scenes operation at an international airport. Provide service for travelers with high-quality check-in, boarding, special services, baggage, and ticketing.
- Managed a team of 30 staff members, prepared the staff work schedule, and assigned team members to specific duties, such as baggage handling, check-in, boarding, and ticketing.
- Assessed employee performance evaluations and recommended changes or improvements as needed.
- Analyzed customer feedback data to generate reports on customer satisfaction levels.
- Conducted interviews and assessed applicants' qualifications, skills, experience, and fit for positions.
Flight Operations Lead
All Nippon Airways - Hallmark Aviation Services
George Bush Airport
01.2023 - 10.2023
- Establishing key performance indicators to track productivity, quality standards.
- Managed various administrative tasks related to airline operations including ticketing, reservations, seating assignments.
- Coordinated with airlines' personnel for smooth functioning of flight operations activities.
- Handled aircraft loading and unloading activities, such as baggage handling, cargo transfers.
- Coordinated with other departments for efficient operations at the airport terminal.
- Greeted and welcomed passengers to the airport terminal.
- Assisted with the boarding process, ensuring that all necessary documents were in order.
- Prepared daily reports regarding operational issues encountered at the airport terminal.
- Organized transportation services for crew members between their hotel accommodations and the airport.
Customer Service Lead
Emirates - Hallmark Aviation Services
George Bush Airport
01.2020 - 10.2023
- Assist customers in checking travel documents, boarding the flights, and handling baggage issues for international travel.
- Engaged in conversation with customers to understand their needs, resolve issues, and answer product questions.
- Represent the airline and enhance passenger service for both arriving and departing passengers.
- Work under the directions of senior airport service colleagues to handle customers' problems, such as flight delays, cancellations, excess baggage, or denied boarding.
- Provide options and/or hotel or flight vouchers to retain passenger confidence and loyalty.
- Answering any queries passengers might have about their journey, responding calmly and professionally to customer complaints, and directing passengers to the correct gate, baggage pick-up area, parking, etc.
Mathematics Tutor
Best-In-Class Education Center
Houston, TX
08.2017 - 12.2019
- Provide one-on-one and small group (about 7-10 students) instructions to elementary and middle school students in Algebra and Geometry concepts.
- Educate students on various mathematical concepts, computations, and processes.
- Monitor students' progress and provide feedback to students and parents.
- Attend regular meetings with trainers or other coaches to improve and share best practices.
- Assisting students in completing homework, other school tasks, and test preparation.
- Taught students how to create an efficient study habit, take notes, and complete test questions. Helped students improve their studying habits and classroom skills.
Education
Master of Arts - Business Administration And Management
University of Houston
Houston, TX05-2026
Bachelor's Degree - Human Nutrition and Food, BS, Business Administration
University of Houston
Houston, TX08-2024
Skills
- Customer service
- Employee training
- Team leadership
- Problem solving
- Performance assessment
- Operational efficiency
- Data analysis
- Performance evaluation
- Regulatory compliance
- Ground handling
- Operations management
- Airport Safety Procedures
- Time management abilities
- Record keeping
Languages
English
Native/ Bilingual
Vietnamese
Native/ Bilingual
Timeline
Business Manager
Air New Zealand - Hallmark Aviation Services
10.2023 - Current
Flight Operations Lead
All Nippon Airways - Hallmark Aviation Services
01.2023 - 10.2023
Customer Service Lead
Emirates - Hallmark Aviation Services
01.2020 - 10.2023
Mathematics Tutor
Best-In-Class Education Center
08.2017 - 12.2019
Master of Arts - Business Administration And Management
University of Houston
Bachelor's Degree - Human Nutrition and Food, BS, Business Administration
University of Houston
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