Stéphane PAYET
Québec,Canada
Summary
Experienced with customer service management, focusing on enhancing customer satisfaction and team productivity. Utilizes effective communication and leadership to drive team performance and resolve customer concerns. Track record of fostering positive customer relationships and streamlining service operations.
Overview
20
20
years of professional experience
Work History
Customer Experience Supervisor
Avjet-TSAS
03.2023 - Current
- Company Overview www.avjet.ca
- Ensured regulatory and security compliance by conducting audits, and addressing issues promptly.
- Monitored team performance and staff attendance enabling management to make informed decisions regarding staffing needs and resource allocation.
- Implemented new training programs for staff, resulting in better performance and increased customer satisfaction.
- Effectively managed escalated customer situations, working towards mutually agreeable resolutions while maintaining professionalism at all times.
- Improved customer satisfaction by efficiently addressing and resolving customer concerns and complaints.
Flight Operations Agent
Avjet-TSAS
07.2022 - 03.2023
- Company Overview: www.avjet.ca
- Prepared daily flight plans and coordinated with other departments for seamless operations.
- Ensured timely departures and arrivals by effectively coordinating with crew members, ground personnel, and other relevant parties.
- Maintained accurate records of all flight operations activities, ensuring easy access to essential information for future reference and auditing purposes.
- Upheld company reputation for excellence by strictly adhering to standard operating procedures at all times during daily duties.
- Streamlined communication between various departments, fostering a collaborative environment for smooth flight operations.
- Managed challenging situations during periods of high-stress operations with poise, ensuring minimal impact on overall performance metrics despite unforeseen circumstances.
Station Manager
Saint-Pierre Pierrefonds Airport
01.2015 - 05.2022
- Company Overview: www.pierrefonds.aeroport.fr
- Ensured regulatory compliance by maintaining accurate records, conducting audits, and addressing issues promptly.
- Evaluated employee performance regularly, identifying areas for improvement and developing action plans accordingly.
- Developed strong relationships with clients by consistently providing excellent service and personalized attention.
- Managed staff schedules for optimal coverage, ensuring excellent customer service and smooth operations.
Ground Handling Assistant
Saint-Pierre Pierrefonds Airport
01.2010 - 03.2015
- Worked closely with management to provide effective assistance for specific aspects of airport operations.
- Managed material resources of the station such as ramp, check-in and airport cleaning equipment
- Monitored employees clocking
Weight and Balance Control Agent
Saint-Pierre Pierrefonds Airport
03.2005 - 01.2010
- Coordinated aircrafts turnround
- Conducted weight and balance calculations, ensuring aircraft stability and compliance with performance parameters.
- Used both manual and electronic methods to compute aircraft weight and balance.
- Optimized payload capabilities through precise weight and balance calculations, maximizing overall effectiveness.
Education
Executive Training - Efficient Manager - Human Resources Management
Cégep Edouard Montpetit
Québec, Canada01.2024
Executive Training - The University of Air Transport
ENAC - Ecole Nationale De L'Aviation Civile
Toulouse, France01.2021
Executive MBA - Law, Economics And Management
Université Paris 1 Panthéon Sorbonne
Paris, France01.2019
Bachelor of Arts - English Language And Literature
Université De La Réunion
La Réunion, France01.1994
Skills
- Customer empathy
- Problem-solving
- Time management
- Excellent communication
- Team leadership
- Superior work ethic
- Delegation and supervision
- Quality control
- Policy enforcement
Languages
French
Native or Bilingual
English
Full Professional
Timeline
Customer Experience Supervisor
Avjet-TSAS
03.2023 - Current
Flight Operations Agent
Avjet-TSAS
07.2022 - 03.2023
Station Manager
Saint-Pierre Pierrefonds Airport
01.2015 - 05.2022
Ground Handling Assistant
Saint-Pierre Pierrefonds Airport
01.2010 - 03.2015
Weight and Balance Control Agent
Saint-Pierre Pierrefonds Airport
03.2005 - 01.2010
Executive Training - Efficient Manager - Human Resources Management
Cégep Edouard Montpetit
Executive Training - The University of Air Transport
ENAC - Ecole Nationale De L'Aviation Civile
Executive MBA - Law, Economics And Management
Université Paris 1 Panthéon Sorbonne
Bachelor of Arts - English Language And Literature
Université De La Réunion
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