A dedicated and highly motivated professional with extensive experience in customer operations and team leadership within the aviation industry. Demonstrates exceptional organizational, problem-solving, and communication skills, with a proven ability to deliver outstanding customer service in dynamic, high-pressure environments. Adept at managing teams, ensuring compliance with safety and security regulations, and improving operational efficiency. A results-driven leader committed to fostering a culture of collaboration and excellence to exceed organizational goals.
Hi, I’m
Reena Bagale
West Drayton,Middlesex
Summary
Overview
13
years of professional experience
Work History
British Airways Plc
Customer Experience Lead
09.2022 - Current
Job overview
- As a customer experience lead, I am confident and capable of leading, motivating and inspiring a team to deliver a world class customer experience, exercising flexibility to provide a personalised service exceeding our customer expectation, operational performance and safety
- I am responsible for ensuring that the customers have a positive experience while travelling through the airport
- I oversee the customer service function of an airport, which include managing passenger services, such as check in, baggage handling, and boarding process at airside, landside, connections and lounges, monitoring and maintaining excellent customer satisfaction levels
- I work closely with other airport stakeholders, including airlines, ground handlers, and airport authorities, to ensure that customer needs are met throughout the entire travel journey
- I play a crucial role in promoting customer loyalty and improving the overall reputation of the airport
- Additionally, I am responsible for to provide a differentiated service to our premium customers, overseeing of core areas e.g., lounge facilities, identify, and maximise, revenue opportunities and collect payment for ancillary revenue
- Act as a point of escalation for front line teams and customer issues, able to support with additional skills such as ticketing
- Completing operational and safety critical tasks
- Providing shadowing and mentoring colleagues as required and champion uniform standard
- Deliver world class customer experience, resolving complex issues and ensuring compliance with safety and security regulations
British Airways Plc
OGSC CEL ALLOCATOR
07.2024 - Current
Job overview
- As a OGSE Cel Allocator, I lead, manage and empower a team of Operational colleagues to deliver outstanding customer service with a focus on delivering operational excellence and punctuality
- My main responsibilities are to allocate staff Express and Recovery jobs
- Focus on ensuring customers under MCT make their connections and those already missed are met with new boarding passes/itineraries
- To ensure fewer customers come to the main Flight connections desks
- Allocate staff to make packs for recovery jobs
- Using Transview, fill in the job spreadsheet with all potential jobs
- Leading teams to ensure work is effectively prioritized and delivered across British Airways, exercising flexibility to provide a personalised service exceeding our customer expectations
- Take direction from Customer Operations Managers on which flight to be met and prioritised
- Liaise with Customer Operations Manager and ARC ticket Co-Ord to get an overview of any transfer movements that may not show on Transview(night stop/diversions)
- Time management-assign hosts to meet flights and allocate breaks
- Sign in all colleagues on the allocation sheet and log RMS numbers
- Advise allocation of any no shows and backfill
- Ensure hosts has iBanner on Ipads/ Hosts to sign out/in OGSC Gilets
- Create job cards and advise hosts to update FLY contact details
- Providing support and guidance on escort routing and point of drop off
- Ensure customer list is printed and attached to the job card
- Record all express and recovery jobs covered in team tracker
British Airways Plc
Gate Team Leader / Customer Experience Representative
04.2024 - 09.2024
Job overview
- Lead and manage the gate operations team to ensure safe, secure, and on-time departures, conducting safety and system checks, and overseeing boarding processes
- Deliver world-class customer experiences, resolving complex issues and ensuring compliance with safety and security regulations
- Collaborate with internal and external stakeholders, including Heathrow Airport Limited, ICTS, ramp teams, and ground handling agents
- Manage disruption recovery, including rebooking customers, issuing hotel vouchers, and providing shadowing support to colleagues
- Proactively identify and implement opportunities to improve customer service delivery and operational efficiency
- Mentor and coach team members, fostering a positive, productive team environment
Menzies Aviation Plc
Customer Service Agent
06.2016 - 09.2022
Job overview
- Delivered high-quality customer service for multiple airline which include- Ethiopian Airline, Icelandair, TAP Portugal, Egypt Air, Scandinavian, Aegean, ANA (All Nippon Airways), Logan Air, Air China and Shenzhen Airlines, Asiana and Air New Zealand in Zones A, B, C and D
- Taking lead roles with Ethiopian Airline, TAP Portugal, Egypt Air and Icelandair in managing a team responsible for all aspect of customer care, check in, boarding flights, monitoring all gates, looking after transit customers, offloads, standbys, flight disruption and hotel vouchers
- I ensured that all tasks are prioritised and completed as per scheduled with focus on punctuality and emphasis on exceptional customer service
- Comply with all UK/EU regulations as well as Airport Authority and carrier security requirements
- Supported passengers with special requirements, such as unaccompanied minors and wheelchair assistance
- Optimized operational performance by liaising with ramp teams, ground handlers, and airport authorities
- Maintained a focus on on-time performance while addressing customer concerns and maximizing ancillary revenue opportunities
OmniServ Limited
Passenger Ambassador
02.2015 - 06.2016
Job overview
- Assisted passengers throughout their ground journey, ensuring smooth navigation through check-in, security, and boarding
- Effectively handled difficult passengers and resolved disputes with patience and professionalism
- Provided expert knowledge of airport operations, delivering a seamless passenger experience
Citizens Advice Bureau
Volunteer Gateway Assessor
04.2012 - 09.2013
Job overview
- Conducted assessment interviews to determine client needs and provided appropriate support and referrals
- Advised on a range of issues, including housing, employment, debt, and welfare benefits
- Developed excellent listening, questioning, and problem-solving skills
Education
The College of LawGuildford, UK
Qualified Lawyers Transfer Test
01.2006
University Overview
Nagpur UniversityNagpur, Maharashtra
LLM from Master of Laws
01.2003
University Overview
Nagpur UniversityNagpur, Maharashtra
LLB from Bachelor of Laws
01.2000
University Overview
Skills
- Leadership
- Team Management
- Customer Service Delivery
- Complaint Resolution
- Customer Journey Enhancement
- Operational Management
- Prioritization
- Safety-Critical Tasks
- Disruption Management
- Rebooking
- Flow-Forward Operations
- Airline Reservation Systems
- Altea Amadeus
- Carina
- Sabre
- Driving License
Projectsandachievements
Projectsandachievements
- 10/01/24, JFE Testing and JFE Champion at British Airways.
- 04/01/21, Assisted Citizens Advice Bureau as a Gateway Assessor during the pandemic.
- Trained on multiple reservation systems and supported operations for various airlines.
- Elected as part of the European Works Council at Menzies Aviation.
Hobbies and Interests
Hobbies and Interests
- Reading
- Cooking
- Arts
Timeline
OGSC CEL ALLOCATOR
British Airways Plc
07.2024 - Current
Gate Team Leader / Customer Experience Representative
British Airways Plc
04.2024 - 09.2024
Customer Experience Lead
British Airways Plc
09.2022 - Current
Customer Service Agent
Menzies Aviation Plc
06.2016 - 09.2022
Passenger Ambassador
OmniServ Limited
02.2015 - 06.2016
Volunteer Gateway Assessor
Citizens Advice Bureau
04.2012 - 09.2013
Nagpur University
LLM from Master of Laws
Nagpur University
LLB from Bachelor of Laws
The College of Law
Qualified Lawyers Transfer Test
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