Responsible for the safe operation of the train inclusive of door operations, despatch and customer management. Working with the driver and dispatchers, I manage performance of the train through on time departures, safety permitting. As a Mentor, I maintain effective communication with a wider team of Train Managers and work cohesively to ensure the application of procedures in both normal working and in times of disruption where problem solving may be required. Experience in managing cultural change. Leading the onboard CX teams ensuring a personalised customer experience through effective coaching, performance feedback and utilisation of customer relationship management information.Strong commercial awareness, increasing revenue and sales through effective ticket checks, reporting irregularities and upselling the First Class product.

Working in collaboration with the Airline customer experience team, I was responsible for analysing a range of data sources to identify opportunities and implement procedures to improve the onboard experience for TUI Airways and TUIfly Nordic. Working with internal stakeholders to support onboard service delivery through providing updated service documentation and holding cabin crew workshops to facilitate feedback for continuous improvement. Tasked with working alongside colleagues in Stockholm to identify and align UK and Nordic operations. Increased crew engagement by conducting observational flights, attending crew briefings and maintaining strong relationships with base management teams to communicate information and drive a continuous improvement culture.An active role in the cabin crew recruitment campaign, attending assessment centres sourcing future talent for the airline.Commercial awareness, collaborating with the airline teams to facilitate Adhoc flights including preparing cabin crew briefing documentation ensuring safety and compliance. Other considerations included onboard service, safety and catering options.

Ensured all Standard Operating Procedures were adhered to as per the Virgin Atlantic Airways procedure.Coaching and mentoring of new entrant Cabin Crew through supernumerary flights. Maintained self-awareness and acted upon feedback, regularly reviewing my own performance.Maintained effective communication with flight crew, with shared responsibility for Pilot wellbeing. Situational awareness and managing service alterations due to external factors affecting flight time or the safe operation of the aircraft including the impact this had on passengers.

Selling holidays, cruises, UK breaks and other products to TUI customers. Maintaining a good knowledge of destinations, hotel collections and ancillaries to make personal recommendations.Increased customer retention by using technology to communicate with international teams to give real time answers to customer queries whilst in-store.Embraced rebrand of First Choice (All Inclusive) to value holidays, educating customers with new products and services, to increase the store profitability and customer service scores.

Responsible for TUI guests holiday experience at H10 Rubicon Palace, Lanzarote.Ensured guest experience exceeded expectations through effective decision making and problem solving, working with the wider destination team and hotel management.Self-development and evaluation monitored through hotel service and sales targets.Awarded TUI Gold Pin for excellent guest service, through customer satisfaction scores exceeding 90% over 3 consecutive months.