Patrícia Marques
Moscavide
Summary
Dynamic professional with extensive experience at Groundforce SPDH, excelling in customer service management and team leadership. Proven track record in enhancing operational efficiency and training staff, while ensuring compliance with industry standards. Skilled in strategic issue analysis and conflict resolution, contributing to improved internal and external public satisfaction and streamlined processes.
Overview
20
20
years of professional experience
Work History
TTAE - RAMP AGENT
Groundforce SPDH
02.2019 - 10.2024
- Operated ground support equipment to ensure timely aircraft servicing
- Coordinated baggage handling and loading processes for efficient operations
- Monitored safety procedures to maintain compliance with industry regulations
- Assisted in aircraft pushback and towing, adhering to operational protocols
- Collaborated with team members to streamline ramp operations and enhance workflow
- Maintained clear communication with flight crews regarding aircraft status and needs
- Efficiently operated ground service equipment, such as tugs and belt loaders, to facilitate smooth handling of baggage and cargo.
- Guided aircraft into and out of parking positions using hand signals.
- Contributed to a safer work environment by strictly following safety protocols during ramp operations.
- Displayed strong attention to detail during aircraft inspections, promptly reporting any observed irregularities or potential hazards.
- Participated in ongoing training sessions to stay updated on industry regulations, best practices, and new technologies in ramp services.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Completed cargo manifests and flight paperwork for proper luggage and flight tracking.
- Developed and conducted training sessions for new hires, elevating skill level and knowledge base of ramp crew.
- Ensured safe and efficient loading and unloading of cargo, leading to smoother and quicker turnarounds.
TTAE - Check-In and Boarding Agent
Groundforce/ Menzies Aviations, SPDH
03.2018 - 02.2019
- Delivered exceptional customer service to passengers, addressing inquiries and resolving issues promptly.
- Coordinated check-in and boarding processes, ensuring compliance with airline policies and procedures.
- Trained new team members on operational procedures and customer service standards to enhance team performance.
- Collaborated with airline personnel to manage baggage handling, ensuring timely delivery to passengers at destination.
- Managed gate assignments and updated flight information, keeping passengers well-informed of changes in a timely manner.
- Resolved customer complaints and concerns professionally, maintaining positive relationships between airline and passengers.
TTAE - PASSANGERS UN
Groundforce SPDH
11.2017 - 02.2018
- Facilitated smooth check-in processes for passengers, enhancing overall travel experience.
- Resolved customer inquiries and complaints efficiently, ensuring high satisfaction levels.
- Mentored junior staff on customer service techniques and operational protocols.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
Executive Housekeeping Manager
Great Creation, SA
06.2017 - 10.2017
- Opening of a 5 star Hotel to become the reference of quality in Lisbon, as Lisbon Historical Hotel
- Creating all the SOP's for Housekeeping
- Selecting all suppliers and partners (outsource cleaning, exe)
- Mentored junior staff, fostering professional development and creating a cohesive team environment.
- Analyzed operational processes, identifying opportunities for efficiency improvements and cost reductions.
- Developed and executed preventive maintenance plans for long-term facility upkeep and smooth daily operations.
- Enhanced overall guest satisfaction by implementing thorough cleanliness and maintenance programs.
- Developed and implemented training programs for staff, enhancing skills and performance consistency.
- Oversaw inventory management, coordinating supply orders to maintain optimal stock levels and reduce costs.
- Established cleaning protocols and safety procedures, promoting a safe environment for staff and guests.
Food and Beverage Manager
Turim Hotels & Resorts
05.2016 - 11.2016
- Oversaw daily food and beverage operations, ensuring compliance with health and safety regulations.
- Developed and implemented staff training programs to enhance service quality and operational efficiency.
- Managed inventory controls, optimizing stock levels to reduce waste and minimize costs.
- Collaborated with culinary team to design innovative menus that aligned with customer preferences and trends.
- Analyzed guest feedback to identify areas for improvement in service delivery and product offerings.
- Led cross-functional teams to execute special events, enhancing guest experiences through meticulous planning.
- Established vendor relationships, negotiating contracts to secure favorable pricing and quality supplies.
- Implemented cost control measures that improved profitability while maintaining high standards of service excellence.
- Resolved customer complaints involving food or beverage quality and service.
- Developed staff training programs to enhance service skills and increase overall efficiency.
- Oversaw the hiring process for new employees, selecting top talent to join our team.
- Conducted hands-on training for equipment, demonstrating proper technique and safety protocols.
Intelligence Officer
Portuguese Air Force
06.2004 - 12.2011
- Analyzed intelligence data to identify trends and inform strategic decisions.
- Developed and implemented intelligence collection strategies to enhance operational effectiveness.
- Collaborated with cross-functional teams to ensure accurate dissemination of intelligence reports.
- Led training sessions for junior analysts on analytical methodologies and best practices.
- Advised senior military members and commanders based on intelligence findings.
- Supported military operations through real-time tactical intelligence updates, enhancing situational awareness for deployed units.
- Developed strong relationships with key stakeholders across government agencies, promoting collaboration on intelligence matters.
- Incorporated lessons learned from previous operations to improve intelligence capabilities.
- Used counterintelligence, human intelligence and signal intelligence techniques to thoroughly analyze data.
- Teaching the intel basis for the pilots while attending academy courses as well as "on job" in the training squadron 103.
Education
Master of Advanced Study - Crisis Management, National Security And Defence
Universidade Católica Portuguesa/ IUM
Lisbon, Portugal01-2021
Chief Hapiness Officer - Organizational Strategy Management
Happiness Business School
Lisbon, Portugal01-2020
Post-Degree Certificate - Hotel Management
Instituto Novas Profissões
Lisbon, Portugal01-2015
Skills
- Strategic issue analysis
- Customer service management
- Team leadership
- Time management
- Decision-making
- Staff training and development
- Staff management
- Goal setting
- Cross-functional teamwork
- Conflict resolution
- Performance evaluations
- Negotiation
Languages
English
Full Professional
Spanish
Professional Working
French
Full Professional
Portuguese
Native or Bilingual
Timeline
TTAE - RAMP AGENT
Groundforce SPDH
02.2019 - 10.2024
TTAE - Check-In and Boarding Agent
Groundforce/ Menzies Aviations, SPDH
03.2018 - 02.2019
TTAE - PASSANGERS UN
Groundforce SPDH
11.2017 - 02.2018
Executive Housekeeping Manager
Great Creation, SA
06.2017 - 10.2017
Food and Beverage Manager
Turim Hotels & Resorts
05.2016 - 11.2016
Intelligence Officer
Portuguese Air Force
06.2004 - 12.2011
Master of Advanced Study - Crisis Management, National Security And Defence
Universidade Católica Portuguesa/ IUM
Chief Hapiness Officer - Organizational Strategy Management
Happiness Business School
Post-Degree Certificate - Hotel Management
Instituto Novas Profissões