Jefri Umar
Manager, Ground Operations
Kampung Baharu Nilai,05
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
18
18
years of professional experience
2
2
Languages
Work History
Manager, Ground Operations
AirAsia
08.2018 - Current
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Managing over 130++ stations across all Airasia network. Streaming line the process, monitoring on their KPIs and internal company product.
- To monitor and assist Ramp operations if required such as loading, unloading and other task related to aircraft operations.
Guest Service Manager
AirAsia Berhad
10.2017 - 07.2018
- Maintained accurate records of guest information and preferences, using this data to provide personalized experiences during future stays.
- Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
- Implemented new procedures to reduce wait times during check-in and check-out processes, leading to higher guest satisfaction ratings.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
Duty Manager, Guest Services
AirAsia Berhad
04.2017 - 09.2017
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
- Managing a team and embarked their performance.
Duty Executive, Guest Services
AirAsia Berhad
06.2014 - 03.2017
- Fostered a positive work environment by recognizing employee achievements through incentive programs or employee-of-the-month awards.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Implemented a proactive approach to problem-solving for swift resolution of guest issues and complaints.
Guest Service Officer
AirAsia Berhad
08.2008 - 05.2014
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
- Evaluated team performance regularly through constructive feedback sessions aimed at enhancing customer service skills.
Guest Service Assistant
AirAsia Berhad
06.2006 - 07.2008
- Handled guest complaints calmly and efficiently, rectifying issues to maintain customer loyalty.
- Assisted guests with special requests, ensuring their needs were met promptly and accurately.
Education
Malaysian Higher School Certificate - Business Economics
Sekolah Menengah Dato Mohd Said
Nilai, Negeri Sembilan 04.2001 -
Skills
Strategic Planning
Staff Development
Operations Management
Policy Implementation
Performance Management
Staff Training and Development
Staff Management
Key Performance Indicators
Team Leadership
Performance Evaluations
Complex Problem-Solving
Accomplishments
- Resolved product issue through consumer testing.
- Used Google products to develop inventory tracking spreadsheets.
- Launched the Fast Airport Clearance Experiences System (FACES) in Avalon (AVV) airports.
Timeline
Manager, Ground Operations
AirAsia
08.2018 - Current
Guest Service Manager
AirAsia Berhad
10.2017 - 07.2018
Duty Manager, Guest Services
AirAsia Berhad
04.2017 - 09.2017
Duty Executive, Guest Services
AirAsia Berhad
06.2014 - 03.2017
Guest Service Officer
AirAsia Berhad
08.2008 - 05.2014
Guest Service Assistant
AirAsia Berhad
06.2006 - 07.2008
Malaysian Higher School Certificate - Business Economics
Sekolah Menengah Dato Mohd Said
04.2001 -