MUKESH KUMAR

Senior Lecturer at Nanyang Polytechnic

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Mukesh's bio

A seasoned Learning & Development Specialist with more than 10 years' experience delivering passionate, creative and innovative training at all levels of company leadership and outside groups in order to build credibility, clarity and confidence in business and professional leadership abilities.

I am self-motivated and self-driven with strong hand's-on skills an the ability to understand and complete any given tasks effectively within time and budget. I am a people's person who accords genuine services and values management and inter-personal relationships highly. I believe that learning & development is an integral element in the growth of people's careers and personal development in any progressive organisation.

Experience

Explore my professional history and get to know the companies I worked at and the roles and responsibilities I've been assigned.

2008 - Current

Senior Lecturer (Hospitality & Tourism Management)

Nanyang Polytechnic

2006 - 2008

Lecturer & Program Facilitator

Singapore Institute of Retail Studies

2004 - 2005

Manager Customer Services

Singapore Airlines Ltd

2002 - 2004

Station Manager Copenhagen

Singapore Airlines Ltd

2001 - 2002

Station Manager Manila

Singapore Airlines Ltd

2000 - 2001

Customer Services/Airport Duty Manager

Singapore Airport Terminal Services, Changi International Airport

Senior Lecturer (Hospitality & Tourism Management)

Nanyang Polytechnic

Lecturer & Program Facilitator

Singapore Institute of Retail Studies

(Secondment from NYP) • Responsible for setting up of new Training Institute (SIRS) as part of the pioneer team • Actively involved in marketing all business-related and leadership development programs. • Provided timely consultancy and leadership services to local retailers and shopping malls. • Coordinated with external vendors to design curriculum based on training needs analysis. • Achieved accreditation as Workforce Development Agency (WDA) Workforce Skills Qualification (WSQ) trainer. • Achieved accredited curriculum developer for Certificate, Advanced Certificate and Diploma programs under WSQ Retail Framework. • Planned successfully several community and social events for the industry • Official Train-the-Trainer for Singapore 2006 Customer Service Program: A Ministry of Manpower and Singapore Tourism Board initiative for the IMF and World Bank Conference in Sep 2006. • Facilitated Place-and-Train programs for many retail organisations, namely, Giordano, Courts, L’oreal, Carrefour, IKEA, Watsons, Singapore Petroleum Company (SPC), Esprit, Hang Ten, Royal Sporting House, The Body Shop, Challenger, NTUC Fairprice, Golden Village and Vivo City.

Manager Customer Services

Singapore Airlines Ltd

• Ensured that all customers’ feedback, queries and concerns are addressed promptly and professional within stipulated time frame to meet set targets. • Identified and implemented internal processes for continuous improvement of the customer handling service function. • Spearheaded projects, in collaboration with other departments, to enhance delivery of quality care and services to customer. • Coordinated and assisted in the preparation of senior management reports and statistics using the Customer Care Management System (CCMS).

Station Manager Copenhagen

Singapore Airlines Ltd

• Successfully groomed station to achieve Best Station ranking across network for FY2Q04. • Oversaw all traffic matters across Scandinavia - Denmark, Sweden, Norway, Iceland and Finland. • Managed complete airport and passenger/ cargo operations for Singapore Airlines at Copenhagen International Airport. • Conducted recruitment exercises and hiring of new staff. Overall responsibility for staff training in product knowledge and customer servicing. • Acted as project leader for several new business development initiatives coordinating with both internal and external stakeholders. • Oversaw ticketing sales office located at airport to ensure airline profitability. • Negotiated contractual agreements (e.g., IATA) and managed mutual relationships with both handling agents and third-party service providers. • Total responsibility over departmental budget planning, inventory monitoring and effective cost controlling. • Represented airline at Airport Operators Committees (AOC) to ensure operational awareness of the environment and build strategic relationships. • Conducted regular station service and security audits to ensure that all key performance indicators (KPIs) exceeded targets set by SIA HQ and CAAS. • Ensured safety and security of all passengers, flight crew, ground staff and company property. Planned, coordinated and regularly updated the Station Crisis and Emergency Action Plans. • Responded to all customers’ feedback (compliments and complaints) and provided immediate solutions to overcome and prevent problems from escalating or recurring again. • Planned and oversaw all matters relating to in-flight catering (meal presentation/ tasting), in-flight amenities and aircraft interior cleaning. • Ensured on-time flight departure and loading of passengers’ baggage and cargo. • Supported several community projects in collaboration with local authorities to benefit under-privileged

Station Manager Manila

Singapore Airlines Ltd

Same as Above

Customer Services/Airport Duty Manager

Singapore Airport Terminal Services, Changi International Airport

• Responsible for all operational aspects of airport, passengers and cargo operations. • Attached to all departments for an overview of the aviation industry

Education

See where I spent time studying and gained early knowledge to prepare for my professional life.

University of Nevada-Las Vegas

Hospitality Administration

2006 - 2008

Curtin University

Marketing

1993 - 1996

College of Physical Education

Physical Education, Science

1985 - 1987

Anglo-Chinese School

1969 - 1978

Skills

A concise list of some of the most valuable professional skills I possess. My tricks of the trade and what I can bring to the table.

Training

Leadership Development

Management

Project Planning

Customer Service

Budgets

New Business Development

Leadership

Hospitality

Marketing

Event Management

Coaching

Retail

Program Management

Recruiting

Employee Training

Event Planning

Microsoft Office

Team Building

Strategic Planning

Time Management

Hospitality Management

Organizational Development

Social Media

Public Relations

System Administration

Tourism

Sales

Public Speaking

Scholarships and Awards

  • Overseas Undergraduate University Scholarship, Singapore Airlines, 1993-1996.

  • Leadership Award, University ofNevada Las Vegas, 2007.

  • Honesty Award, Singapore Airlines, 1990.

  • Teacher Award (Distinction), National Institute of Education, 1987.


Contact

Get in touch with me if you would like to do business together, offer me an alternative career option or just say hello.

Singapore

+65-98272129

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