Conroy Roberts
Parham Town,ANTIGUA
Summary
Self-motivated, and able to set priorities to achieve immediate and long-term company goals and meet operational deadlines. Able to work independently and as a team member. Communicate well with others.
Overview
23
23
years of professional experience
Work History
DUTY MANAGER (Contracted to Virgin Atlantic Airways)
CARIBBEAN AIRPORT SERVICES LTD
VC Bird, Antigua
01.2023 - 08.2023
- To provide operational supervision and oversight for all aspects of the VAA airport operation Ensure safe, secure, and efficient aircraft turnarounds, in compliance with VAA and regulatory procedures, and effective operational decision-making, including disruption Ensure customer experience and passenger processing align with VAA standards, including ancillary revenue sales, through effective servant leadership act as the point of customer service escalation, and as a brand champion for the Airport Active team leadership, of both VAA and supplier team members, ensuring effective performance management and strong team morale Ensure the team is well briefed, trained, and equipped to do their job Ensure contractor resourcing and performance are monitored and provided in line with contract and SLAs, building productive working relationships Ensure equipment and facilities are available and properly maintained/fit for purpose Ensure safe and secure customer service is delivered, in line with documented procedures Effective communication and implementation above wing procedures, with up-to-date manuals understood and referenced Knowledge of cashiering/ticketing procedures and requirements
AIRPORT EXPERIENCE COORDINATOR
Lifestyle/DLC Rockstars Ltd
Pavillion Drive, St. George's
11.2020 - 04.2022
- Coordinate air and sea travel between Antigua & Barbuda for members, guests, prospects, company executives, contractors, and special visitors Greet and communicate with all members, guests, prospects, and company executives in a warm, hospitable, and respectful manner Meet & exceed expectations of members, guests, and prospects with personal touches such as recalling names, preferences, and standard requests Establish and maintain effective communication with all relevant stakeholder partners to achieve seamless experiences for members, guests, and prospects Assist with booking private, public, and charter flights for approved passengers on available licensed air and sea carriers Establish and maintain effective communication with all department heads Coordinate ground transportation and alternative accommodations in cases of delays, or unexpected unavailability of air and seacrafts
- Establish and maintain a system to keep accurate and detailed records of all arrivals, departures, transfers, accommodations, and related activities and/or events
- Oversee arrangements to meet special requests from arriving or departing members, guests or prospects, and company executives Maintain a comfortable environment and design a waiting lounge for members, guests, and prospects Submit accurate records of invoices and/or receipts to the finance department Adhere to established finance and operations policies and procedures Establish and maintain effective communication with all team members to ensure success in the role.
CUSTOMER SERVICE MANAGER- NORTH EASTERN CARIBBEAN
AIR CANADA
VC Bird Int'l Airport, Antigua
07.2010 - 05.2020
- Managed operations in Antigua, St
- Kitts, St
- Maarten, St
- Thomas USVI, and Puerto Rico
- Planned, organized, and monitored the airport function including passenger, ramp, load, and commissary services, ensuring the most efficient use of all resources Has the authority and responsibility for managing and supervising functions and activities within the scope of ground-handling operations Accountable to Senior Management to ensure the safety and security of ground handling operations
- Responsible for the supervision of all airside operational activities Coordinate and maintain an acceptable standard of safety and customer service Establish workforce requirements and deployment Coordinate and deliver training to contracted employees Establish performance evaluation for employees Recommend revenue, expense, and quality performance objectives Represent Air Canada at meetings with airport authorities, government agencies, and other airlines Monitor and coordinate procedures related to Star Alliance carriers at the airport, ensuring that codeshare procedures are followed Responsible for the supervision of all operational airside activities.
CUSTOMER SERVICE SUPERVISOR/ ASSISTANT TO AC MANAGER
CARIBBEAN AIRPORT SERVICES LTD
VC Bird Int'l Airport, Antigua
07.2006 - 07.2010
- Reservations, Check-in, Baggage Handling, Flight Operations, Accounts
CUSTOMER SERVICE AGENT
AIR CANADA/ CONTINENTAL AIRLINES
VC Bird Int'l Airport, Antigua
04.2000 - 07.2006
- Reservations, Check-in, Baggage Handling, Flight Operations
MIGRATION PROJECT COORDINATOR/ TRAINER- LATAM Region
AIR CANADA
VC Bird Int'l Airport, Antigua
- Coordinate and deliver checkin, emergency response, and operation training (initial and recurrent) for contracted employees in the Caribbean region Coordinate training (initial and recurrent) for contracted employees in 41 stations in the LATAM region for migration of new Air Canada reservations and check-in system Offer onsite support during start-up and cutover.
Education
CERTIFICATE IN HUMAN RESOURCE MANAGEMENT -
University of the West Indies (UWI) Open Campus
12.2022
DIPLOMA IN COMPUTERIZED TRAVEL & TOURISM -
Career Quest Inc, San Antonio, TX
02.2000
CERTIFICATE (CXC) -
Princess Margaret Secondary School
06.1990
Skills
- Customer Service and Interpersonal Skills
- Strong Communication
- Organization and Time management
- Analytical
- Leadership
- Teamwork
- Training and Development
- Emergency Response
- First Aid- CPR Certified
- Proficient in Microsoft Excel, Word & PowerPoint
- Proficient in Multiple Reservation Systems
- Conversational Spanish and French
- Operations Management
Secondary Phone
(268) 723-3180
Timeline
DUTY MANAGER (Contracted to Virgin Atlantic Airways)
CARIBBEAN AIRPORT SERVICES LTD
01.2023 - 08.2023
AIRPORT EXPERIENCE COORDINATOR
Lifestyle/DLC Rockstars Ltd
11.2020 - 04.2022
CUSTOMER SERVICE MANAGER- NORTH EASTERN CARIBBEAN
AIR CANADA
07.2010 - 05.2020
CUSTOMER SERVICE SUPERVISOR/ ASSISTANT TO AC MANAGER
CARIBBEAN AIRPORT SERVICES LTD
07.2006 - 07.2010
CUSTOMER SERVICE AGENT
AIR CANADA/ CONTINENTAL AIRLINES
04.2000 - 07.2006
MIGRATION PROJECT COORDINATOR/ TRAINER- LATAM Region
AIR CANADA
CERTIFICATE IN HUMAN RESOURCE MANAGEMENT -
University of the West Indies (UWI) Open Campus
DIPLOMA IN COMPUTERIZED TRAVEL & TOURISM -
Career Quest Inc, San Antonio, TX
CERTIFICATE (CXC) -
Princess Margaret Secondary School
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