Pamela Graham
Alicante
Summary
Seasoned aviation professional with extensive experience at Qatar Airways, specializing in strategic thinking and leadership. Proven track record in driving operational excellence and process optimization, utilizing skills in Altea CM & FM. Recognized for successful team mentorship and implementing initiatives that significantly enhance operational efficiency. Aiming to leverage expertise to contribute to further advancements in the aviation sector.
Overview
33
33
years of professional experience
Work History
Senior Operational Engagement Manager
Ink Innovation/Ink
04.2024 - Current
- Providing expertise, advice and support on airline and airport operations to both internal and external stakeholders
- Identifying areas for process improvement, digitization, and improving the passenger experience
- Supporting implementation of change, remotely or on the ground
- Providing Training and Mentorship, sharing knowledge and hands-on experience from a career in aviation
- Managed multiple simultaneous engagements with clients in a variety of projects.
- Assisted with new products from concept through implementation.
- Created detailed documentation such as industry standards and best practices, process flows, suggested system enhancements, liaison between customer and internal departments such as product, development and account management.
- Maintained positive relationships with stakeholders through effective communication and collaboration.
- Collaborated with cross-functional teams including product managers, developers, designers, marketers.
Airport Terminal Duty Manager
daa International/ Red Sky Personnel
Jeddah
04.2023 - 08.2023
- Terminal Duty Manager Support at KAIA, Jeddah, Saudi Arabia for daa International
- Fixed term contract covering a rotational 24/7 shift pattern
- Supported leadership and mentorship for Saudi Terminal Duty Managers team throughout busy seasons of Ramadan, Umrah, Hajj.
- Focused on creating a customer-centric environment to eliminate bottlenecks.
- Suggested process enhancements to boost operational efficiency.
- Proposed changes to enhance on-time performance and customer experience in the Transfer area.
- Developed collaborative rapport with airlines and GHAs to streamline cooperation.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Trained new employees on company policies, job duties, and performance expectations.
- Monitored performance of staff members, offering advice where appropriate.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Responded promptly to any emergency situations that arose during shifts.
Head of Operations
Manila
04.2019 - 01.2023
- Led newly established team over a 12-month period.
- Led training and development of Terminal and Duty Managers in Passenger handling, Baggage Hall, Ramp and Cargo.
- Implemented comprehensive training for emergency and disruption scenarios.
- Proposed actionable strategies to enhance OTP, baggage handling, and customer interactions.
- Achieved consistent OTP improvement, taking the customer airline from single-digit percentages to 85% and higher.
- Facilitated implementation of SMS and incident investigation procedures.
- Optimized stand and gate allocation methodologies, cutting gate changes by 60%.
- Guided Airport management teams through Tableau adoption, enabling data-driven identification of operational challenges.
- Streamlined processes in the Baggage Hall to handle operational disruptions.
- Developed, implemented, and enforced operational policies and procedures.
- Monitored performance metrics to identify areas of improvement in operational efficiency.
- Evaluated current systems and processes to determine if they are meeting organizational goals.
- Developed and implemented operational strategies to improve efficiency and reduce costs.
- Conducted regular meetings with department heads to review progress towards operational goals.
- Provided leadership, mentorship, and guidance to team members in order to foster a collaborative work environment.
- Maintained up-to-date knowledge of industry trends and best practices related to operations management.
- Created reports that tracked key performance indicators related to operations objectives.
- Ensured compliance with applicable laws, regulations and industry standards.
Consultant
Manila
12.2018 - 01.2019
- Evaluated efficiency of Hub operations in both above and below wing functions.
- Pinpointed inefficiencies and proposed solutions directly to top management.
- Executed strategies enhancing Safety, Customer Service and Operational Performance.
- Developed and executed disruption management strategies.
- Enhanced SLA compliance through improved operational oversight.
- Oversaw complete system outage on 25DEC efficiently maintaining service continuity.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Assessed company operations for compliance with safety standards.
- Maintained positive working relationship with fellow staff and management.
- Provided advice on operational processes, business development initiatives, organizational changes and other areas of improvement.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Consultant
12.2018 - 01.2019
- Provided recommendations to enhance overall customer satisfaction, increase on-time performance (OTP), and ensure better safety measures.
- Spearheaded enhanced processes for collaboration between Hub Ops team and IOC.
- Proposed enhancements for baggage handling processes at hubs and outstations to decrease mishandling, cut costs, and boost customer satisfaction.
- Assessed company operations for compliance with safety standards.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Reviewed existing policies and procedures to suggest necessary improvements.
- Provided advice on operational processes, business development initiatives, organizational changes and other areas of improvement.
Regional Manager Airport Services
Qatar Airways
Doha
04.2016 - 05.2018
- Directed ground operations as Regional Manager for 24 African and Scandinavian airports, coordinating efforts of over 200 staff.
- Made critical decisions essential for managing disruption scenarios effectively.
- Monitored non-compliance issues at stations and ensured timely corrective action implementation.
- Focused on continuous improvement in station operations while mentoring managers to maintain high service levels.
- Defined performance indicators for network stations, tracked compliance against set goals, initiated remedial actions as needed.
- Promoted Ground Services' interests organization-wide.
- Enhanced operational efficiency through collaboration with IOCC, Hub management, Cargo, Maintenance and Crew Departments.
- Trained outstation teams in local emergency response with Crisis Management team.
- Escalated critical issues to supplier headquarters management as needed.
- Recommended cost savings and efficiencies through supplier changes, SLA adjustments, or internal management modifications.
- Directed processes related to the startup and closure of stations.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Developed annual budgets for each district within the region.
- Provided mentorship and coaching to staff members throughout the region as needed.
- Maintained a high level of professionalism when interacting with customers or vendors in person or over phone and email communication.
- Handled human resource concerns and established plans to handle issues consistently and efficiently.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Identified and developed top talent to promote performance-oriented culture.
- Worked with direct reports to develop and implement action plans, improving operating results.
Airport Services Manager
Qatar Airways
Athens
02.2013 - 04.2016
- Managed all operational facets of Qatar Airways in Athens.
- Managed supplier relationships for Cargo, Catering, Crew Hotel, Maintenance provider; ensured safe and secure operations
- Delivered consistent Service, On Time Performance, managing irregular operations, Mishandled Baggage claims, Mandatory Training compliance, Invoice control, complaint resolution, managing performance of GH providers vs agreed Service level standards, applying penalties as required under the terms of the SLA / contract
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Coordinated closely with stakeholders including airlines, government agencies, vendors, and other partners.
- Managed the day-to-day operations of airport services, ensuring compliance with all applicable regulations and safety standards.
- Maintained up-to-date knowledge of airline policies, procedures, and regulations related to airport services.
- Implemented new processes for managing aircraft turnaround times to reduce delays.
Airport Services Manager
Qatar Airways
Brussels
04.2011 - 02.2013
- Responsibilities as above
Airport Services Manager Reserve Pool
Qatar Airways
Doha
12.2010 - 04.2011
- Completed comprehensive Ground Services training, encompassing both classroom instruction and hands-on experience at Hub and BCN for upcoming ASM outstation assignment.
- Prior to Altea CM implementation, chosen to attend training in Nice at Amadeus HQ; collaborated with Revenue Management and Ground Services IT/Regional Managers to develop station procedures for disruptions.
- Managed the day-to-day operations of airport services, ensuring compliance with all applicable regulations and safety standards.
Senior Commercial Officer OCC
Qatar Airways
Doha
03.2008 - 12.2010
- Provided effective solutions for airport teams during operational interruptions.
- Authorized fare rule waivers and published commercial policies for use internally and by the trade.
- Offered expert recommendations to influence OCC outcomes.
- Balanced cost with customer impact and schedule recovery.
Revenue Management Executive
BMED
London
04.2004 - 02.2008
- Managed £60m in revenue within route portfolio.
- Conducted comprehensive analysis of yield based on prevailing market conditions.
- Orchestrated successful evacuation operations for many BMED and airline clients via alternative routes after the 2006 conflict in Lebanon, contributing to an OAG award for Outstanding Achievement.
Revenue Operations Executive
British Airways Plc
London
06.2002 - 11.2003
- Inventory management of the total BA network in the last 24 hours to departure
Route Executive
British Airways Plc
London
06.2000 - 06.2002
- Responsible for all aspects of Inventory management on a given route portfolio
Group Pricing Coordinator
British Airways Plc
London
05.1999 - 06.2000
Sales Support Executive
British Airways Plc
London
05.1998 - 05.1999
Rapport Agent and Trainer
British Airways Plc
Belfast
01.1996 - 05.1998
Ticket Sales Agent
British Midland
Heathrow
10.1992 - 06.1994
Reservations Agent
British Midland
East Midlands
04.1992 - 10.1992
Education
A Levels - French, German, Spanish
Ballymena Academy
Ballymena, Northern Ireland06-1990
Bachelor of Arts - French, German, Business Administration
Queen's University of Belfast
Belfast, Northern IrelandSkills
- Altea CM & FM
- Budget / P&L
- Performance Management
- Compliance
- IGOM and Best practice
- Leadership training
- Root Cause Analysis
- Data interpretation
- Best practices optimization
- Stakeholder management
- Risk mitigation
- Strategic thinking
- Data analytics
Personal Information
- Nationality: British and Irish (dual) with Spanish Residency
- Driving License: Spanish B
Timeline
Senior Operational Engagement Manager
Ink Innovation/Ink
04.2024 - Current
Airport Terminal Duty Manager
daa International/ Red Sky Personnel
04.2023 - 08.2023
Head of Operations
04.2019 - 01.2023
Consultant
12.2018 - 01.2019
Consultant
12.2018 - 01.2019
Regional Manager Airport Services
Qatar Airways
04.2016 - 05.2018
Airport Services Manager
Qatar Airways
02.2013 - 04.2016
Airport Services Manager
Qatar Airways
04.2011 - 02.2013
Airport Services Manager Reserve Pool
Qatar Airways
12.2010 - 04.2011
Senior Commercial Officer OCC
Qatar Airways
03.2008 - 12.2010
Revenue Management Executive
BMED
04.2004 - 02.2008
Revenue Operations Executive
British Airways Plc
06.2002 - 11.2003
Route Executive
British Airways Plc
06.2000 - 06.2002
Group Pricing Coordinator
British Airways Plc
05.1999 - 06.2000
Sales Support Executive
British Airways Plc
05.1998 - 05.1999
Rapport Agent and Trainer
British Airways Plc
01.1996 - 05.1998
Ticket Sales Agent
British Midland
10.1992 - 06.1994
Reservations Agent
British Midland
04.1992 - 10.1992
A Levels - French, German, Spanish
Ballymena Academy
Bachelor of Arts - French, German, Business Administration
Queen's University of Belfast
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