Qiang Pang
MARKHAM,ON
Summary
Dynamic station manager with extensive experience in airport operations and team leadership. Proven ability to implement safety protocols, optimize flight coordination, and enhance passenger service. Focused on improving operational efficiency and achieving measurable increases in customer satisfaction.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Station Manager
China Eastern Airlines Co Ltd.
02.2020 - 02.2026
- Oversaw daily airport operations and managed staff activities to ensure seamless service delivery.
- Coordinated flight schedules and ensured timely departures and arrivals.
- Implemented safety protocols and maintained compliance with aviation regulations.
- Trained new employees on operational procedures and customer service standards to enhance team readiness.
- Resolved passenger inquiries and complaints to enhance travel experience.
- Collaborated with ground services to streamline baggage handling processes.
- Monitored performance metrics to identify areas for service quality improvement and operational efficiency.
- Liaised with airline partners to facilitate smooth inter-line operations and communications.
- Resolved customer complaints in a timely manner while providing excellent customer service skills.
Station Manager
China Eastern Airlines Co Ltd.
Kuala Lumpur, Selangor
06.2017 - 01.2020
- Oversaw daily airport operations, managing staff activities to enhance operational flow.
- Coordinated flight schedules, ensuring timely departures and arrivals to improve passenger satisfaction.
- Implemented safety protocols and maintained compliance with aviation regulations.
- Monitored performance metrics to improve service quality and operational efficiency.
- Trained new employees on operational procedures and customer service standards to foster a knowledgeable workforce.
- Resolved customer complaints in a timely manner while providing excellent customer service skills.
- Resolved passenger inquiries and complaints to enhance travel experience.
- Collaborated with ground services to streamline baggage handling processes.
- Liaised with airline partners to facilitate smooth inter-line operations and communications.
Assistant Manager
China Eastern Airlines Co Ltd.
Shanghai, Shanghai
06.2016 - 05.2017
- Coordinated daily operations for passenger services and ground handling teams to ensure seamless service delivery.
- Implemented customer service initiatives to enhance passenger experience and satisfaction.
- Assisted in developing training programs for new employees and ongoing staff development to enhance team skills and service quality.
- Collaborated with other departments to streamline communication and workflow processes, improving overall operational efficiency.
- Monitored performance metrics to identify areas for process improvement and efficiency gains.
Assistant Station Manager
China Eastern Airlines Co Ltd.
Hong Kong, Hong Kong
06.2015 - 05.2016
- Coordinated flight schedules and gate assignments for optimal efficiency.
- Supported daily operations and staff management at airline station to ensure smooth functioning.
- Handled customer service inquiries and resolved passenger issues to maintain high satisfaction levels.
- Trained new staff on airline procedures and safety protocols effectively.
- Collaborated with maintenance teams to ensure aircraft readiness for flights.
- Executed process improvements to streamline operational workflows and elevate service quality.
- Monitored staff operations to comply with administrative policies and procedures, safety rules, contracts and government regulations.
Customer Service Supervisor
China Eastern Airlines Co Ltd.
Shanghai, Shanghai
08.2012 - 05.2015
- Supervised customer service team, maintaining high service standards and fostering a customer-centric environment.
- Trained staff on customer interaction protocols and airline policies, enhancing team knowledge and service consistency.
- Handled escalated passenger complaints with effective resolution strategies.
- Coordinated communication between departments, streamlining processes to improve service delivery.
- Developed schedules to optimize staffing during peak travel times.
- Monitored daily operations for compliance with safety regulations and procedures.
Education
Master of Chemistry - Materials Engineering
Fudan University
Shanghai06-2012
Bachelor of Applied Science - Polymer Science and Engineering
Yantai University
Yantai06-2010
Skills
- Airport operations management
- Flight coordination and scheduling
- Passenger service management
- Operations oversight
- Safety compliance
- Operational efficiency
- Process improvement
- Customer management
- Team performance metrics
- Staff development
- Decision-making
- Problem-solving techniques
- Conflict resolution
- Communication skills
- Service delivery
Languages
English
Full Professional
Chinese (Cantonese)
Professional
Accomplishments
- TOP 3 Station Managers of China Eastern Airlines in 2018-2025
- Safety Management Reward of China Eastern Airlines 2023
Certification
- Safety Management Certificate of CAAC
- Staff Training Certificate of China Eastern Airlines
Affiliations
- Badminton,Hiking,Basketball,Reading
Timeline
Station Manager
China Eastern Airlines Co Ltd.
02.2020 - 02.2026
Station Manager
China Eastern Airlines Co Ltd.
06.2017 - 01.2020
Assistant Manager
China Eastern Airlines Co Ltd.
06.2016 - 05.2017
Assistant Station Manager
China Eastern Airlines Co Ltd.
06.2015 - 05.2016
Customer Service Supervisor
China Eastern Airlines Co Ltd.
08.2012 - 05.2015
Master of Chemistry - Materials Engineering
Fudan University
Bachelor of Applied Science - Polymer Science and Engineering
Yantai University