• Compliance with all SEP and SOP for Airbus A320Neo aircraft type.• Ensuring the safety and welfare of all passengers and crew on board.• Maximise on board revenue wherever possible and create the best customer experience to ensure customer retention and repeat business.

SEP 2015 - OCT 2019: Flybe Ltd, Cardiff Base. APR 2017 - OCT 2019: Senior Cabin Crew Member, Flybe Ltd, Cardiff Base • Primary responsibility to manage and monitor company Safety and Emergency procedures (SEP) and Standard Operating Procedures (SOP). • Simultaneously responsible for all pilot/crew members, up to 118 passengers safety and implementation of company service standards and welfare throughout the duty. This was achieved by being personally responsible on a daily basis for the following: • To lead, motivate and set an example to all crew with a positive can do energy. • Daily team preparation through briefings including the delegating of tasks and responsibilities. • Embrace new company initiatives and adapt to each persons style to enhance practices which may be unfamiliar. • Mentor, encourage and develop crew through both constructive and developmental feedback given both verbally and in written assessments. • Continuously monitoring uniform standards and team presentation. • Create the best possible customer experience on board for both customers and crew, knowing where to use different styles to each customers persona. • Directly dealing with customer complaints along with, at times, disruptive mannerisms or behaviour. • Co-ordinating first aid incidents and liaising with ground emergency services. • Onboard risk assessments, daily incident and safety reporting using company safety management systems.• On time performance management and monitoring.• Feedback to management any business performance issues which can be detrimental to the airlines brand, profitability, customer retention so we can ensure operational excellence is maintained.

I am responsible for the day to day supervision of all sales staff on duty and remotely managing a team of overseas home workers. Ensuring that all team members are aware of current promotions and daily targets. Monitoring call handling, call volumes, sales conversions and to assist staff with any information regarding advertised offers through various online advertising platforms. Assist the overseas homeworkers with any technical issues, guiding them through operators systems, websites and resolve any failed xml bookings.

Flight only reservations using the xl.com in house reservation system. Other duties include amendments, cancellations, flight changes to existing bookings and to advise customers of any major delays during programme disruption.

As a Operations Assistant, I was involved in a wide variety of responsibilities that challenge the logistics of our flying programme.My key responsibilities include flight watching, ATC slots and advise all parties of any changes. Ensure all flights are legally crewed in accordance with CAP371 and Flyjets own company Flight Time Limitation Scheme. Advise crew of roster changes. To act as a delay co-ordinator during programme disruption ensuring correct levels of welfare are issued and relay all communications from the operations room directly to UK/Overseas Handling Agents and Tour Operators. Responsible for the Co-ordination and logistics of crew movements for the long haul programme that is in operation. This involves booking all flights / hotels and transport that is required.

To ensure that all areas of the aircraft turnaround process are met in order for On Time Departure and ensure that all Service Providers are aware and adhere to MYT Procedures as set in the Service Level Agreement. Compile daily / weekly reports and submit as required. To liaise with Operations regularly during the day, and in the event of programme disruption, support Terminal Staff with Customer Service Issues.(APR 03 – JUN 05). Customer Service Advisor ensuring that check-in opens and closes on time. Deal with seating problems, passport irregularities, excess baggage charges and product failures. To co-ordinate delays and to ensure correct levels of welfare are issued.