Liam Paterson Email & Phone Number

Jersey

Jersey

Jersey Channel Islands

London Gatwick Airport, England, United Kingdom

London, Gatwick

● Diplomatic communication style, adaptable to all forms of customer service, whether that be issue and escalation management, comforting anxious flyers, and general hospitality● Able to maintain a cheery and polite disposition regardless of flight length, time zone differences and demanding shift patterns● An emphasis on exemplary customer service, as the first experience will lead to a general increase in positivity and perception for the remainder of the flight● Remaining calm under stressful conditions, displaying confidence during turbulence, and administering first aid during medical emergencies● A generalist team leader, able to build and nurture working relationships with colleagues and service partners, with specialisms in mentoring, coaching and 360 feedback to ensure continuous professional development● Technically proficient with mobile crew devices, able to efficiently action passenger service requests and onboard resolutions, well versed with the Docunet system and the operating procedures and regulations it contains● A true British Airways role model and Brand Ambassador, exuding punctuality, safety compliance and confidence, staying true to the BA mission statement at all times

Jersey, United Kingdom

Air Taxi service, Channel Islands● A customer comes first mentality, leading to impressive rates of retention and repeat business, positively impacting the financial performance of the business and overall cash flow● Development and nurturing of both corporate partnerships and direct relationships with high net worth individuals● Liaison with senior management to facilitate peak performance, working with marketing and PR to build the sales pipeline in target locations, as well as reporting on performance to the Managing Director● Ownership of the customer service function, including CRM database updates, reservation management, query resolution and all other customer facing duties● Creation, development and continual reviews of Customer Services processes and procedures, ensuring that best practise was always delivered● Responsible for all aspects of the wider Customer Service team, from recruitment and training, to line management and appraisals, to continuous professional development, including drills, first aid health and safety● Overall responsibility for the smooth running and quality control of flight day operations, including liaison with the flight control centre, passenger check ins and boarding● A brand ambassador, ensuring the company tone of voice was constantly aligned to brand policy and the Waves Messaging guidelines and principles

Jersey, United Kingdom

Cape Town Area, South Africa

Agents for Casablanca Polo & La Martina● Development of the business from investment funded startup with a growth mentality into an industry renowned brand with consistently forecastable annual turnover● Year on year growth, sustained through customer service led retention as well as acquisition through referrals and brand confidence● Oversight of all personnel management, daily operations and strategic initiatives, including supervision of sales staff, program coordinators and marketing specialists● Managed and developed partnerships with international brands, executing exclusivity licensing agreements and proper protection of intellectual property rights● Sophisticated omnichannel marketing strategy across both B2B and B2C, utilising, tracking and optimising across all forms of social media. paid Google advertising and print media● Detailed data analysis and financial projections to predict growth and forecast future headcount requirements

Cape Town Area, South Africa

Short term consultant - Auction Director AfrAsia Cape Wine Auction 2016● Ownership and responsibility for all activities related to the AfrAsia Bank Cape Wine Auction 2016.● Coordinate organising committee, manage relationships between wineries, sponsors, trustees, guests, service providers and media.● Conceptualise, create and manage all auction lots and design auction brochure.● Manage Auction website.● Provide oversight on all communication including press releases, social media and newsletters.● Provide operational and strategic feedback to Trustees when required.● Grow Auction fund-raising to exceed R15 Million in 2016 - This was achieved with 40 lots on auction.

Cape Town Area, South Africa

● Responsible for all activity by the venue and assist management team on implementation of company-wide objectives.● Ensure excellent flow of communications between management team and staff.● Manage all recruitment, induction and training of staff.● Oversee Health and Safety policy and operations.● Devise and manage Commercial strategy, Customer Services, Technical Services.

Johannesburg Area, South Africa

Key Responsibilities:● Plan, establish and manage Cathay Pacific Airways marketing activities in Sub equatorial Africa and Indian Ocean Islands in line with head office marketing direction to support sales and revenue generation in the region whilst controlling expenditure.● Co-ordination of the central marketing effort in consultation with management in addition to overseeing the smooth operation of the customer loyalty and frequent flyer programmes in Southern Africa.Key Accountabilities:● Marketing, Event Management, E-Biz, Strategy Research & Planning, Corporate Communication, Product development, Sales support, Budget Control, Marco Polo loyalty Club.

Zimbabwe

Responsibilities Included:● Managing all reservations and ticketing procedures, R.M.D.S (Revenue Management Distribution System), Compilation of S.M.A.P (Sales and Marketing Action Plan) for head office in Johannesburg.

Harare, Zimbabwe

● Various in-house training courses to include medical and first aid. On Board service delivery, Crew resource management, Safety and Aircraft equipment training.

Zimbabwe

Sales Executive for Cathay Pacific Airways - G.S.A Representation● Monitoring of competitor fare levels, competitor information and distribution of new fares and products to all agents.Supervising travel agent educationals to the far east.● Management of R.M.D.S (Revenue Management Distribution System).● Monthly sales targets and projections to include revenue performance forecasts.● Control of revenue billing and advertising and media reports.● Management of Cathay Pacific's frequent flyer programme and loyalty club to include direct mailing and offers to members database.

Zimbabwe

● Load Control Boeing 747-100/200/400● Check-in of passengers, Editing and close-out● DCS 9Departure control system● Reservations and Ticketing, Office administration.Courses Attended:● SMART 1,2,3,4 Self study programme● Counter, Telephone selling techniques.● DCS Editing and flight control● Load Control Boeing 747-100,200,400

Zimbabwe

● Reservations on British Airways Booking system● Telephone Sales, Ticketing, Fare Quotes, Refunds● Lost Baggage, Sales returns● Car hire, Holiday packages● Manage frequent flyer programme and rewards.

Zimbabwe

● Issuing of local, International tickets and fare quotes.● Visa arrangements and holiday packages.● General administrationCourse attended:● Air Zimbabwe ABC/UM Course 92% pass.

Sccm - Senior Cabin Crew Member Training Course, Airline Cabin Crew

Cabin Safety Inspector - Theory, Aviation/Airway Management And Operations

European Cabin Safety Legislation, including European Aviation Safety Agency (EASA) Implementing Rules and UK Guidance Material relating.

Easa/Caa Cabin Crew Attestation, Aviation/Airway Management And Operations

EASA / CAA Cabin Crew Attestation SEP Rules & Regulations, Aircraft Safety Equipment, Fire and Smoke, Decompression & Hypoxia, Pilot.

Sep Instructor Core Corse, Aircrew Safety And Emergency Procedures, Aircrew Sep Trainer Course. Meets Requirements Of Easa.

SEP Rules & Regulations, Aircraft Safety Equipment, Fire and Smoke, Decompression & Hypoxia, Pilot Incapacitation, Emergency preparation.

Certificate Of Membership, Association Of Professional Image Consultants Of South Africa, Certificate

Activities and Societies: Professional Image Consultant.

Certificate, Customer Service Management, Certificate

Activities and Societies: Customer Service training and Ambassador for South Africa

Certificate In Direct Marketing, Marketing/Marketing Management, General, Merit

High School, Cambridge "O" Levles, English, Maths, Science, Geography, Woodwork, Art