Hi, I’m
Paul Woodhouse
Singapore
Summary
Encouraging leader with analytical problem-solving talents for team building as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
30
years of professional experience
Work History
AAP Aviation/Finnair
Cabin Crew
06.2017 - Current
Job overview
- Drove passenger satisfaction by answering questions and providing solutions to issues arising during flights promptly.
- Reassured and comforted passengers during turbulent flights and unavoidable delays.
- Maintained high standard of cleanliness and personal appearance to promote sense of professionalism and passenger confidence in crew.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Volunteered in capacity of SEMO providing highest standards of service in business class.
- Resolved passenger conflicts and medical emergencies during flights.
National Council of Social Service( one year contract)
Manager, Care and Share @ SG50
03.2015 - 04.2016
Job overview
- Prepared regular Care & Share updates and information to relevant stakeholders and government agencies.
- Directed Voluntary Welfare Organizations on matters regarding grant disbursements.
- Oversaw fundraising and community engagement events organized by Community Chest.
- Managed all internal and external social media communications.
- Coordinated business and team meetings regarding service planning and assisted in implementation and continual review of work systems.
Tiger Airways
Assistant Manager Client Affairs
01.2013 - 02.2015
Job overview
- Managed department call volume of 100 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders.
- Supported Customer Service Manager in managing over 12 team members resolving 60 to 80 customer issues every day.
Emirates Airlines
Cabin Supervisor/Training Specialist
04.1999 - 12.2012
Job overview
- Managed multicultural team of over 200 nationalities.
- Mentored new crew , resulting in stronger staff development and increased productivity.
- Supervised highly stressful emergency incidences such as aircraft diversions, medical emergencies, and unruly passengers.
- Facilitated training in topics ranging from effective customer service, handling conflict onboard, aircraft safety, and aviation.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Created curricula, instructions, documents and written tests for various types of training courses.
- Recorded and edited videos to facilitate remote learning.
- Implemented new training initiatives such as online modules, assuring continuous training to employees promoting long-term excellence.
- Identified crew strengths for improvement through regular performance appraisal, coaching, and mentoring sessions.
Ansett Australia
Cabin Crew
01.1996 - 04.1998
Job overview
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Checked personnel for proper uniforms and safety equipment.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
MacFood Malaysia
Delivery Specialist Manager
01.1993 - 12.1995
Job overview
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
- Drove remarkable revitalizations of Mc Donald's logistics and midnight deliveries operations .
- Regulated service delivery to keep operations efficient and in line with budget requirements.
Education
Singapore PolytechnicSingapore
Certificate of Completion from Facilities Management
02.2022
Institute For Adult Learning Singapore
Certificate from Advanced Certificate in Training And Assessment
10.2016
University Of Wollongong AustraliaDubai
Master of International Business from International Business Management
02.2007
Skills
- Personnel training and employee relations
- Excellent conflict resolution and mediation
- Troubleshooting and problem resolution
- Customer needs anticipation and conflict mitigation
- Strong communication and interpersonal skills
- Analytical and problem-solving skills
- Relationship building skills
- Training ,coaching, and mentoring
- Microsoft Office and Adobe Creative Suite proficient
- Passenger Care
Accomplishments
- Awarded the Employee of the Month in 2010 for handling intense situations ( death onboard) with poise and compassion.
- Effectively mediated issues among other peers and customers enabling the de-escalation of a disruptive passenger on several flights resulting in recognition by the management.
- Improvised meal service duration from 4 to 2 hours in premium and economy cabins significantly improving customer satisfaction by more than 80%
- Collaborated with a team of 3 in the development of the onboard digital appraisal system to monitor crew performance.
- Synchronized and distributed 'SG50 Golden Jubilee Platters' worth SGD 2888 each to Voluntary Welfare Organizations for their fundraising auction drive, raising over SGD 600,000.
- Managed a team of 50 and coordinated the safety and well-being of beneficiaries of 2000 during the annual community outreach event - (Community Chest's Heartstrings Walk 2015), receiving accolades from various government agencies for a successful team effort.
- Collaborated and conceptualized for pro-bono dental services for over 2000 elderly beneficiaries from various Welfare organizations.
Emirates Airlines
National Council Social Service
Languages
English
Native language
Malay
Proficient
C2
Indonesian
Advanced
C1
Chinese (Mandarin)
Upper intermediate
B2
Chinese (Cantonese)
Upper intermediate
B2
Thai
Elementary
A2
Timeline
Cabin Crew
AAP Aviation/Finnair
06.2017 - Current
Manager, Care and Share @ SG50
National Council of Social Service( one year contract)
03.2015 - 04.2016
Assistant Manager Client Affairs
Tiger Airways
01.2013 - 02.2015
Cabin Supervisor/Training Specialist
Emirates Airlines
04.1999 - 12.2012
Cabin Crew
Ansett Australia
01.1996 - 04.1998
Delivery Specialist Manager
MacFood Malaysia
01.1993 - 12.1995
Singapore Polytechnic
Certificate of Completion from Facilities Management
Institute For Adult Learning
Certificate from Advanced Certificate in Training And Assessment
University Of Wollongong Australia
Master of International Business from International Business Management
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