Levina Govender
Airport Operations Professional
Summary
Forward-thinking Airport Operations and Customer Service professional with experience in Airport Logistics during FIFA South Africa 2010 and FIFA Qatar 2022 involving staff training , passenger and PMA processing. Proactive and hardworking individual focused on continuous operational improvement.
Overview
20
20
years of professional experience
Work History
Customer Service Manager
Hamad International Airport
Doha
10.2018 - Current
- Customer Service Improvement Programs, Staff Performance and Development Plans, Contact Centre Centre
Senior Operations Coordinator
Airports Company South Africa
Cape Town
05.2018 - 09.2018
- Process Management, Safety & Risk Management, Stakeholder Relationship Management, Strategic Planning, Staff Development
Airport Management Representative
Airports Company South Africa
Cape Town
09.2015 - 04.2018
- ASQ & QMS Management, Facilities Management, Operations Management
Client Manager: Terminal Operations
Airports Company South Africa
Cape Town
06.2010 - 08.2015
- Drafting airport terminal operation policies and procedures, Co-ordinate end to end processes at Cape Town International Airport, Develop and maintain productive relations with internal and external stakeholders
Passenger Service Coordinator
10.2007 - 05.2010
- Ensure all information and services that passengers require is on hand, Direct and aid airport users during emergency situations, Tactfully engaging with upset/distraught airport users
Flight Attendant
SOUTH AFRICAN AIRWAYS
Kempton Park
02.1998 - 09.2007
- Responsible for high quality service to customers, Demonstrated proper use of safety equipment
Assistant Examinations Coordinator
TRAVEL EDUCATION & TRAINING AUTHORITY OF SOUTH AFRICA
Braamfontein
08.1997 - 01.1998
- Organising and coordinating sponsors and prizes for TETASA's annual prize giving evening, Assist in the compilation and distribution of TETASA's bi -annual examination
Education
Diploma - Airport Operations
05.2017 - 2017.07
Bachelor of Commerce - Marketing Management
01.2010 - 2014.11
Skills
Inter-department collaborationundefined
Professional Highlights
- FIFA World Cup South Africa (2010), Staff and resource deployment planning, Passenger processing for chartered and unscheduled flights, VIP processing of high profile persons
- FIFA World Cup Qatar (2022), Staff onboarding and training, Process development for passengers and Participating Members (PMAs), Resource deployment planning and SOP development for three terminal buildings
- Setting up of Hamad International Airport's first Customer Contact Centre(2020), Recruitment and training of 14 Contact Centre agents and 4 Contact Centre Supervisors, Establishing procedures and processes for the functioning of the Contact Centre where all all forms of digital customer contact was centralised, Creating service level agreements with several stakeholders within the airport community
- Establishing a Customer Service framework for Hamad International Airport(2019), Workshopping and brain storming customer service standards, Creating a performance evaluation system to support the newly established customer service standards
- USA Presidential Visit (2013), Facilitation and co-ordination of press corps and support staff through the terminal building, Preparation meetings with South African and American government agencies and external stakeholders, Ensure adherence to immigration, customs and security policies while planning for the arrival and departure of said groups, Time management and logistical planning of staff movement in terms of vehicle availability, access control and ease of movement through the airport building
- Cape Town Cycle Tour Airport Facilitation (2011 to 2015), Managing and coordinating collection and drop off areas for cyclists participating in this event
- Cape Town Jazz Festival (2010 to 2015), Facilitation and coordination of artists and crew performing at the Festival
- International & Local Celebrities, Facilitation of high profile persons, Adhering to South African Civil Aviation Authority as well as Airports Company South Africa's safety and security Requirements, Airline and stakeholder relationship management
Certification
Project Management
Timeline
Customer Service Manager - Hamad International Airport
10.2018 - Current
Senior Operations Coordinator - Airports Company South Africa
05.2018 - 09.2018
Airports Council International - Diploma, Airport Operations
05.2017 - 2017.07
Airport Management Representative - Airports Company South Africa
09.2015 - 04.2018
Client Manager: Terminal Operations - Airports Company South Africa
06.2010 - 08.2015
University of South Africa - Pretoria South Africa - Bachelor of Commerce, Marketing Management
01.2010 - 2014.11
Passenger Service Coordinator -
10.2007 - 05.2010
Flight Attendant - SOUTH AFRICAN AIRWAYS
02.1998 - 09.2007
Assistant Examinations Coordinator - TRAVEL EDUCATION & TRAINING AUTHORITY OF SOUTH AFRICA
08.1997 - 01.1998
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