TIMOTHY E. UWAEGHIANYE
Summary
Dynamic and results-driven Customer Service Supervisor with nearly a decade of experience in the airline industry, including leadership roles at premier carriers such as United Airlines and Air France/KLM. Proven track record of elevating customer satisfaction through strategic process improvements, team mentoring, and seamless coordination between operational departments. Expertise in managing high-pressure environments with poise, consistently delivering exceptional service across international hubs while resolving complex passenger issues and enforcing regulatory compliance. Committed to cultivating a culture of empathy and efficiency within frontline teams, fostering loyalty and enhancing the passenger experience through thoughtful leadership and operational excellence.
Overview
9
9
years of professional experience
1
1
Certification
Work History
STORE MANAGER
circle k convinience store company.
06.2025 - Current
- As a Store Manager at Circle K, my role is dynamic and multifaceted, blending leadership, operations, customer service, and financial management. this includes to highlight a few; Recruit, hire, and train enthusiastic employees,Supervise and mentor Assistant Managers, Lead Representatives, and CSRs
- Schedule staff to optimize coverage and customer service
- Conduct performance appraisals and provide feedback
CUSTOMER SERVICE SUPERVISOR
AirFrance/Kl Airlines
08.2022 - 08.2024
- Supervised a team of 30+ customer service agents, ensuring exceptional service delivery and adherence to company policies and procedures.
- Act as a point of escalation for customer inquiries, complaints, and operational disruptions, ensuring timely and effective resolution.
- Conduct regular performance reviews, providing constructive feedback and recognition to boost team morale and performance.
- Providing personalized assistance to travelers with special needs, flight disruptions, or itinerary changes
- Ensuring accurate data entry and real-time updates using airline reservation systems
- Collaborating with ground operations and flight dispatch teams to manage passenger flow and maintain on-time departures
- Managing conflict resolution with professionalism, and maintaining a calm demeanor in fast-paced environments
SENIOR CUSTOMER SERVICE AGENT
united airlines
10.2021 - 08.2022
- Problem solving
- Provided top-tier customer service to passengers, managing a wide range of inquiries, bookings, and special requests.
- Utilized strong communication skills to de-escalate potentially challenging situations and resolve conflicts effectively.
- Assisted in the development and implementation of customer service protocols to improve service delivery and reduce response time.
CUSTOMER SERVICE AGENT
asky airlines
08.2017 - 10.2021
- Served as the frontline representative responsible for delivering seamless and courteous passenger processing at check-in counters. Key responsibilities included:
- Greeting passengers and efficiently verifying travel documents, visas, and itinerary details
- Handling check-in procedures, issuing boarding passes, and coordinating baggage check-in in compliance with airline and aviation regulations
- Upholding ASKY's commitment to hospitality and safety across all passenger touchpoints
INTERNAL AUDIT AND COMPLIANCE
Nigerian Aviation Handling company plc.
03.2016 - 08.2017
- As an Internal Auditor in an Aviation Handling Company, my role was crucial in ensuring the organization operates efficiently, complies with regulations, manages risks effectively, and maintains high standards of safety, security, and service quality. my responsibilities go beyond financial auditing and include operational, compliance, and process audits across all ground handling functions.
Education
BACHELOR'S DEGREE - Business Administration
University of Benin
Benin City, Edo stateSkills
- Amadeus altea
- Aeros
- Sabre
- Ms word
- Excel
- Customer service management
- Team leadership
- Multitasking and organization
- Problem-solving
- Conflict Resolution
- Communication
- Process Improvement
Certification
- IATA Customer Service Excellence Certification
- IATA Passenger & Disruptive Customer Training
- Aviation SECURITY AWARENESS program
- DANGEROUS GOODS handling CAT. 9
Timeline
STORE MANAGER
circle k convinience store company.
06.2025 - Current
CUSTOMER SERVICE SUPERVISOR
AirFrance/Kl Airlines
08.2022 - 08.2024
SENIOR CUSTOMER SERVICE AGENT
united airlines
10.2021 - 08.2022
CUSTOMER SERVICE AGENT
asky airlines
08.2017 - 10.2021
INTERNAL AUDIT AND COMPLIANCE
Nigerian Aviation Handling company plc.
03.2016 - 08.2017
BACHELOR'S DEGREE - Business Administration
University of Benin
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