William Lumbis
Los Angeles,CA
Summary
Customer-oriented supervisor with several years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support. Expert in industry best practices and principles of employee management. Blends superb time management and organizational skills to drive group success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Supervisor Terminal Operations
Etihad Airport Services
05.2021 - 10.2023
- Directed and supervised a team of 200+ employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Implemented cost-cutting measures without compromising quality of services offered.
- Collaborated with other departments to coordinate workflow processes between teams.
Airport Operations Trainer
Etihad Airways
01.2020 - 04.2021
- Designed and conducted engaging training sessions to educate team members on new processes and procedures.
- Developed and implemented training programs for Check-In, Boarding, and Transfer desk staff.
- Facilitated group learning sessions to ensure understanding of operational procedures.
- Provided on-site coaching and mentoring to new employees in the operations team.
- Assisted with the creation of effective job aids, such as checklists and process documents, to support operations staff.
- Conduct evaluation of the staff performance and implement corrective measures in case of any deviation from the standard.
Senior Service Agent
Etihad Airways
03.2015 - 12.2019
- Managed flight schedules to ensure optimal efficiency and on-time performance
- Coordinated daily flight operations including crew assignments and aircraft maintenance
- Handled customer inquiries and requests professionally and promptly to ensure customer satisfaction
Guest Service Agent
Etihad Airways
01.2014 - 02.2015
- Facilitated smooth and efficient check-in process for passengers
- Assisted with boarding procedures to ensure timely departure of flights
- Managed flight reservations and provided timely updates to passengers
Front Office Supervisor
Raffles Dubai
04.2012 - 12.2013
- Supervised and mentored a team of staff members to ensure efficient workflow and high quality performance
Concierge
Park Hyatt Abu Dhabi
09.2011 - 03.2012
- Enhanced guest relations by providing exceptional service and anticipating guest needs
- Utilized strong hospitality skills to create a welcoming and comfortable environment for all guests
- Demonstrated outstanding customer service experience by resolving issues and ensuring customer satisfaction
Education
Master of Business Administration - MBA - Business Analytics
International American University
01.2024
Bachelor of Science - Hotel and Restaurant Management, Information Technology
West Bay College Inc.
01.2011
Associate's Degree - Information Technology
01.2008
Skills
- Hotel Management
- Terminal Operations Management
- Coaching and Mentoring
- Performance Improvement
- Leadership Development
- Performance Assessment
- Workforce Planning
- Budget Development
Affiliations
- Traveller
- Farmer
- Cum Laude
- Honor Students
Accomplishments
- Employee of the Year at Raffles Dubai
- Evaluated as a high performance employee every year at Etihad Airways
Certification
- Certified Trained the Trainer in Front office operations
- Certified Trained the Trainer in Airport Operations.
- Leadership Certification in Airport Operations
Timeline
Supervisor Terminal Operations
Etihad Airport Services
05.2021 - 10.2023
Airport Operations Trainer
Etihad Airways
01.2020 - 04.2021
Senior Service Agent
Etihad Airways
03.2015 - 12.2019
Guest Service Agent
Etihad Airways
01.2014 - 02.2015
Front Office Supervisor
Raffles Dubai
04.2012 - 12.2013
Concierge
Park Hyatt Abu Dhabi
09.2011 - 03.2012
- Certified Trained the Trainer in Front office operations
- Certified Trained the Trainer in Airport Operations.
- Leadership Certification in Airport Operations
Master of Business Administration - MBA - Business Analytics
International American University
Bachelor of Science - Hotel and Restaurant Management, Information Technology
West Bay College Inc.
Associate's Degree - Information Technology
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