Clive Mac Quadros
Petaling Jaya
Summary
To secure a challenging position in an esteemed organization, and to use skills in organizational development and constantly learn with an open mind. Contribute productively and effectively to enhance the business aspects of all tasks. Practicality, analytical thinking, diligence and a hands-on attitude form the base to achieve goals.
Graduate with an extensive operations experience across the global aviation industry. Platforms managed: Arms, Aims, Advent and Airops System. Well informed about DGCA regulations. Rich competence across breadth of the aviation industry i.e.: Managing roster, handling ground, line and simulator trainings. Established track record in being a change and a growth agent in terms of identifying bottle-necks, needle moving areas and following up with value enhancing solutions at scale to impact business. Demonstrated ability to work across teams, functions, geographies and with individuals without formal authority with radical candor and a collaborative temperament.
Overview
21
21
years of professional experience
Work History
Crew Tracker/Business Analyst
Batik Air (Malindo Air) associated with Lion Air
2023.08 - Current
- Centralize AIMS system in Malaysia
- Currently having 18 aircrafts in Bangkok, 18 in Malaysia, 300 in Indonesia
- Collaborated with team members to develop more efficient tracking methods, resulting in increased productivity.
- Identified potential issues early on through proactive monitoring which helped prevent costly delays or setbacks later down the line.
- Evaluated new technologies to remain current on industry trends and provide cutting-edge solutions for clients'' needs.
- Established strong relationships with clients through clear communication and consistent results delivery.
- Developed comprehensive reports detailing tracking findings for presentation to clients and stakeholders.
- Managed multiple projects simultaneously while maintaining strict deadlines, ensuring client satisfaction and repeat business.
- Implemented quality control measures to ensure the highest level of accuracy in all aspects of tracking work performed.
- Optimized resource allocation for improved project outcomes and client satisfaction.
- Served as an internal consultant providing guidance and support related to various tracker initiatives throughout other areas within the organization.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Performed gap analysis to identify areas of improvement.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
- Executed analysis of risks and identified risk mitigation strategies.
- Assessed business requirements to forecast annual budgetary operational costs.
- Developed customized reports, summarizing and presenting data in visually appealing format.
Assistant Manager
Go First
2021.11 - 2023.07
- Creating Pairings & making new routes as per network planning & looking into COP & man powering
- Attending audit meetings with DGCA
- Covering the vacancies on each flight as per the required crew complement thus ensuring the adequate requirements are met
- Making crew routes incase of flight cancellation or aircraft changes and notifying crew roster changes, ensuring the legality is achieved
- Preparing hotel accommodation datasheets as per base requirement
- Ensuring nil overtime, thus saving cost
- Working with integrated operations center (IOC) and carrying out crew roster, monitoring the crew to meet operational requirement
- Notifying crew member of roster changes which includes flight delay and cancellation, to avoid delay or disruption
- Shouldering the responsibility of a team and assisting them in taking timely decisions towards on time performance with regards to crew scheduling and 48 hours planning schedule
- Monitoring day to day crew scheduling for all fleets
- Management and modification of the published rosters per operational requirement
- Ensuring that all flights crewed in accordance with DGCA and company rules and regulations while maintaining company requirements
- Working in 24/7 shift patterns and good interaction with pilot, cabin crew and flight operations management
- Respond to absences, flight delays, etc.
- By rescheduling crew members at short notice
- Handling Simulator and line training
- Extensive use of Arms System
- Maintaining KPI i.e. safety, cost and roster stability
- Taking interviews and ensuring suitable candidates join the organization
- Conducting FDTL training for the newly joined cabin crew in the organization.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Mentored team members to enhance professional development and accountability in workplace.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Created employee schedules to align coverage with forecasted demands.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Senior Crew Controller
Oman Airways
2012.12 - 2021.08
- Monitoring day to day crew scheduling for all fleets
- Management and modification of published rosters per operational requirement
- Ensuring that all flights crewed in accordance with DGCA and company rules and regulations while maintaining company requirements
- Answering crew members work query calls
- Making crew routes in case of flight cancellation or aircraft changes and notifying crew roster changes, ensuring legality is achieved
- Notifying crew member of roster changes which includes flight delay and cancellation, to avoid delay or disruption
- Handling over 2500 crew, both flight deck and cabin crew
- Working with integrated operations center (IOC) and carrying out crew roster, monitoring crew to meet operational requirement
- Maintaining KPI i.e. safety, cost and roster stability
- Covering vacancies on each flight as per required crew complement thus ensuring adequate requirements are met
- Respond to absences, flights delays, etc.
- By rescheduling crew members at short notice
- Working in 24/7 shift patterns and good interaction with pilot, cabin crew and flight operations management
- Handling Simulator and line training for flight deck
- Extensive use of Avient and Airops System.
Crew Scheduling Supervisor
Jet Airways
2006.11 - 2012.11
- Preparing daily duty sheet considering crew compliments, DGCA regulation and requirements for all flights operated by Jet Airways
- Making crew routes in case of flight cancellation or aircraft changes and notifying flight deck crew roster changes, ensuring legality is achieved
- Daily updating of journey log
- Flight Deck Planning for Jet lite CAT2, CAT3 Simulator planning
- Notifying flight deck and cabin crew member of roster changes which includes flight delay and cancellation, to avoid delay or disruption
- Responsible for hotel accommodation for flight deck and cabin crew across Globe
- Daily management of flight deck and cabin crew rosters
- Answering flight deck and cabin crew members work query calls
- Covering the vacancies on each flight as per required crew complement thus ensuring the adequate requirements are met
- Working in 24/7 shift patterns and good interaction with pilot, cabin crew and flight operations management
- Managing ground trainings related to service requirement
- Take responsibility for ongoing personal development of self and team
- Assisting to any emergency or operational disruption.
Senior Customer Service Agent
Spanco
2004.01 - 2006.01
- Worked as CSA and Team Coach for outbound process for selling products telecom products for U.K process.
- Regularly exceeded performance goals by prioritizing tasks, managing time effectively, and remaining focused on delivering exceptional customer experiences.
- Served as an escalation point for challenging cases, applying expert problem-solving abilities to reach favorable outcomes for both customers and the company.
- Mentored junior agents to develop their skills and elevate the team''s overall performance.
- Collaborated with team members to consistently exceed monthly targets and company objectives.
- Managed high call volume with excellent time management skills, maintaining efficiency without sacrificing quality service.
Customer Service Agent
Just Call
2003.01 - 2004.01
- Worked as CSA for outbound process for selling products such as Gas and electricity supplies, telecom products for U.K process.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Education
B.Sc. Chemistry -
Mithibai College
Mumbai03.2006
Skills
- Self-motivated, with excellent analytical skills and problem-solving ability.
- Excellent verbal and written communication.
- Good time management and ability to multi task.
- Capable of working independently as well as, as part of a team.
- Willingness to learn and accept challenges.
Languages
English
Konkani
Hindi
Marathi
Personal Information
Date of Birth: 07/28/1985
Timeline
Crew Tracker/Business Analyst
Batik Air (Malindo Air) associated with Lion Air
2023.08 - Current
Assistant Manager
Go First
2021.11 - 2023.07
Senior Crew Controller
Oman Airways
2012.12 - 2021.08
Crew Scheduling Supervisor
Jet Airways
2006.11 - 2012.11
Senior Customer Service Agent
Spanco
2004.01 - 2006.01
Customer Service Agent
Just Call
2003.01 - 2004.01
B.Sc. Chemistry -
Mithibai College
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