Summary
Overview
Work History
Skills
Languages
Additional Information
Certification
Timeline
Generic
Penelope Alexandrou

Penelope Alexandrou

Johannesburg

Summary

I am a focused and hard-working individual with 23 years of experience in the Airline Industry, leading many diverse teams to achieve customer service targets and company policies and procedures.

Quick-thinking problem-solver, dedicated to maintaining smooth-running operations through coordination. Energetic self-starter and team builder while taking care of the team's mental resilience during stressfully situations.

Outstanding knowledge and practical expertise to provide exceptional all-round service. Meet job demands and deadlines through diligent work-ethic and dedication to quality.

Proactive and excited to partner up with like-minded individuals.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Duty Airport Manager

Qantas Airlines Limited
04.2020 - Current
  • Coordinated all repatriation flights to and from Australia during Covid 19.
  • Facilitated Manual Charter Flight in Cape Town.
  • Restart of JNB Station after Covid 19 and assist in facilitating vendor contracts and staffing forecasts as per local operation requirement.
  • Facilitated staff recruitment for JNB port, Freight and Airport.
  • Nominated as Ramp operations Export for the Johannesburg Port, maintaining all service level agreements in a safe and relabel way.
  • Coordinated training to improve operations, team morale and customer service.
  • Championed regulatory compliance and prepared for external and internal audits.
  • Built professional networks and Maintaining strong and reliable working relationships with partners, stakeholders, vendors and governmental authorities.
  • Identified ongoing issues and implemented solutions to maintain optimum service levels.
  • Developed and implemented Electronic monthly port expenditure sheet and e-filing.
  • Account certification and error corrections according to agreed contracts
  • Supported and maintained Service Level agreements and
  • Audited work and customer service processes to identify improvement areas for compliance and quality.
  • Managed all aspects of the airline operation and maintaining a safe and reliable operation at all times
  • Supervised and observed team activities, offering praise and constructive feedback.
  • Developed and implemented standards and procedures to guide staff activities for improvement station activities in Customer service which includes One World Alliance Partners.
  • CoOrdinator for Emergency responses Awareness training and Exercises.
  • First Aider and Mental Health First Aider for JNB port.
  • Culture Club Representative for all out-station for the Qanats Group.
  • Managing and implementation of fair staff schedules, leave and overtime.
  • Maintaining and responsible for station Facilities, equipment for a professional appearance standards.
  • Ordering and managing stock for the Johannesburg port
  • Ensure smooth and safe operations at all times with on time performance.
  • Enhanced customer satisfaction through timely resolution of complaints and concerns.
  • Managed daily airport activities, ensuring smooth operations and maximum efficiency.
  • Reduced operating costs with strategic resource allocation and budget management.
  • Received two Excell awards for customer service and going over and beyond for customers and staff.
  • Johannesburg port receiving best Customer Service for outstation for period 2023

Customer Service Representative

Qantas Airlines Limited
06.2017 - 03.2020
  • Certification of local accounts and recovered Significant amounts for revenue by spotting errors in billing and data capturing.
  • Addressed and solved customer issues and complaints without difficulty.
  • Achieved outstanding customer satisfaction through effective teamwork.
  • Evaluated service successes and weaknesses through weekly reviews.
  • Built professional networks with partners and stakeholders and vendors.
  • Collaborated with third-party vendors to enhance customer experience.
  • Identified ongoing issues and assisted in implementing solutions to maintain optimum service levels.
  • Inspected facilities and resources for compliance for quality and safety.
  • Championed regulatory compliance and prepared for external and internal audits.
  • Supervised and observed team activities and providing feedback and improvement to the Station Manager.
  • Assisting Station manager with Projects and deadlines.
  • All rounder team member covering baggage, checkin, boarding gates and ramp operations.
  • Responsible for maintaining Airport Facilities and Airline equipment and Signage for a professional appearance.
  • Assisting Station Manager with contracts and maintaining Service Level Agreements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Emirates Lounge Representive

Emirates Airlines
08.2009 - 06.2017
  • Implemented more efficient processes and reduced wasted resources.
  • Trained and mentored employees to maximize team performance.
  • Prepared orders to deliver excellent presentation and quality standards.
  • Guided teams in product merchandising and inventory management.
  • Managed customer complaints with calm, clear communication and problem-solving.
  • Promoted safe working environment by implementing regulatory standards, policies and guidelines.
  • Provided dependable quality assurance, raising issues with senior partners and offering solution-based problem-solving.
  • Prepared and presented audit finding reports to clients, highlighting areas for growth.
  • Collaborated with key stakeholders to establish and maintain sound working relationships.
  • Identified potential problems and areas of risk and used initiative to proactively propose solutions.
  • Certification of accounts and obtaining credits where needed.
  • Took role of Supervisor and duties for 6 months due to leave of Supervisor.
  • Assisted with Operations when required.

PA to the Station Manager and Customer Service

Olympic Airlines
02.2003 - 07.2010
  • Attended management meetings, take minutes and then follow up on action items.
  • Built and maintained strong working relationships across company, communicating clearly across written and verbal formats.
  • Oversaw staff timesheets and office records.
  • Managed and recorded all office-related purchasing, keeping within budgets.
  • Coordinating all office correspondence and administrative duties.
  • Supervision for all arriving and departing aircrafts and maintaining all company policies and processes. (baggage, loading, check-in)
  • Assisting Station Manager with internal and external Audits.
  • Assisting station manager with supplier meetings and contracts.
  • Covered all operational areas, checkin, boarding, baggage and ramp while maintaining a safe and reliable operations.
  • Ordering of office and operational stock and maintaining a par level.

Flight Controller and Team Leader

KLM Royal Dutch Airlines
11.1999 - 02.2003
  • Lead a team of 13 staff.
  • Coordinted Rosters and leave for the team.
  • Updating of training records
  • Uniform coordinator
  • Flight Controller and Check in Duties
  • Lounge Duties.
  • Monitored lost property and communicated with customers.
  • Handling of Kenya Airways and Alitalia

Skills

  • Training and development
  • Problem-solving
  • Communication skills
  • Multilingual (English, Afrikaans, Greek)
  • Staff appraisals
  • Stock management
  • Operational planning
  • Fast Learner
  • Hard Working
  • KPI / SLA management
  • Client account management
  • Outstanding customer service
  • Vendor relationship building
  • Operations Management
  • Excellent Communication
  • Relationship Building
  • Team Collaboration
  • Reliability
  • Effective Communication
  • Adaptability and Flexibility
  • Aircraft emergency protocols
  • Decision-Making
  • Attention to Detail
  • Self Motivation
  • Emergency Response
  • Performance Management
  • Expense Tracking
  • Staff Development
  • Policy Implementation
  • Time Management
  • Brand Management
  • Complex Problem-Solving

Languages

English
Advanced (C1)
Afrikaans
Upper Intermediate
B2
Greek
Upper intermediate (B2)

Additional Information

OTHER

School Parentail Association chairlady for 2 years

Secretary for Parents assiciation for 1 year

Parents assiotion member for 7 years

As a Chair Lady for the School PA we



Certification

Skills

Timeline

Duty Airport Manager

Qantas Airlines Limited
04.2020 - Current

Customer Service Representative

Qantas Airlines Limited
06.2017 - 03.2020

Emirates Lounge Representive

Emirates Airlines
08.2009 - 06.2017

PA to the Station Manager and Customer Service

Olympic Airlines
02.2003 - 07.2010

Flight Controller and Team Leader

KLM Royal Dutch Airlines
11.1999 - 02.2003

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Penelope Alexandrou