Experience

Grieveson 3D

• Canada
• Design
• 1 - 100 Employee

• 3D Modeller - Owner of Grieveson 3D

  • Jun 2021 - Present

  Born from the need to order furniture to our apartment in Canada prior to moving from the UK, at Grieveson 3D Home Design we create a 3D model of your home from a 2D floor plan, as well as furniture to exact dimensions to see how they will fit, and give a look of the furnished floor space. We are currently looking for realtors/property developers in the Vancouver area to work with on their new projects. Please visit www.grieveson3d.net for more information. Born from the need to order furniture to our apartment in Canada prior to moving from the UK, at Grieveson 3D Home Design we create a 3D model of your home from a 2D floor plan, as well as furniture to exact dimensions to see how they will fit, and give a look of the furnished floor space. We are currently looking for realtors/property developers in the Vancouver area to work with on their new projects. Please visit www.grieveson3d.net for more information.



T.M.Lewin

• United Kingdom
• Retail
• 100 - 200 Employee

• Customer Service Agent

  • Dec 2020 - Mar 2021

  Working remotely using Zendesk, Salesforce, Microsoft Office/Teams, I answered customer questions/complaints working to targets with the aim to reduce a backlog of requests. I answered queries ranging from delivery delays and providing tracking information, to damaged items an organising replacements to be sent out to customers. I liaised with stakeholders within the business, most notably the warehouse team to establish the cause of issues and delays, which I could then communicate to customers and provide a successful resolution to the customer query. Working remotely, it was necessary to be self motivated and use own initiative to find the answers to questions. This could mean searching the company website or using search engines to research import regulations for different Countries. Show less



British Airways

• United Kingdom
• Airlines and Aviation
• 700 & Above Employee

• Customer Service Manager

  • Apr 2018 - Aug 2020

  In the dynamic role Customer Service Manager I lead, inspire and motivate teams both in the air and on the ground.I have a communication style that is open, engaging, authentic and professional. I champion British Airways brand behaviours, values and service hallmarks and lead my teams to do the same. I am responsible for the safety, security and overall experience of all our customers and crew, and ensure standards are followed at all times, inspiring my team to deliver a premium experience to everyone.I manage a team of up to 12 colleagues on the ground, including coaching, development, performance reviews, 1-1 meetings and all company policies. This is often conducted remotely, due to being in different countries, utilising various technologies at our disposal.I ensure that my teams corporate files are kept up to date, correct and factual, ensuring GDPR legislation is adhered to.I have a good knowledge of all British Airways policies and procedures that relate to myself and my teams, and keep up to date with changes when they occur, ensuring this is cascaded to my team members.I have a responsibility to meet all operational targets and business objectives, this includes feeding back to other areas of the business as appropriate to facilitate change where necessary.I ensure I am compliant with all corporate policies and BA processes, procedures and relevant legislation, including Dignity at Work, Health & Safety policies and GDPR legislation.In all aspects of my role I coach colleagues to support personal and professional development.Development of cross departmental relationships to support development and continuous improvement of the fleet.Understand our business environment and be able to translate business information into actions that will support achievement of the Fleet’s commercial objectives. Show less

• Recruitment team / Line Selector

  • Nov 2014 - Aug 2020

  As well as my flying duties, I am also a member of the recruitment selection team. I facilitate group exercises, role-playing exercises, 2-1 interviews, as well as introductory presentations and successful/unsuccessful outcome delivery. All information is recorded in line with policies and procedures to ensure fairness and protection of both company and applicant.

• Purser

  • Apr 2014 - Apr 2018

  Taking part in a secondment program to develop my leadership skills. I work in charge of the cabin and crew on board our short haul fleet, and supporting the Cabin Manager by leading the team in either First or World Traveller/World Traveller Plus cabins on our long haul fleet. This role has seen me take on many new challenges, such as giving feedback, motivation, coaching, performance management and resource management.

• Cabin Crew

  • Jun 2008 - Apr 2014

  Working on a variety of aircraft, responsible for the safety, security and customer service of customers on flights ranging from 30 minutes to 13 hours. I manage the running of the service in Business and First class cabins, managing up to 4 other crew members.



Virgin Atlantic Airways

• India
• Appliances, Electrical, and Electronics Manufacturing

• Cabin Crew

  • Oct 2007 - Jun 2008

  • Regularly completed safety and security checks of the aircraft and all emergency equipment. • Communicated with the crew to confirm such safety and security checks were complete. • Greeted customers as they entered the aircraft and provided the highest standard of service during their time on-board. • Ensured customer safety by performing a safety demonstration prior to each flight. • Worked towards monthly and yearly targets when securing sales on duty-free items. • Performed first aid on customers/colleagues when needed such as administering medication and use of the Defibrillator. • Dealt with customer queries and offered suitable solutions to de-escalate issues, making use of my de-escalation and restraint training. • Dealt with on-board emergencies whilst adhering to the correct procedures, remaining calm and providing a prompt and effective solution. Show less



Astraeus Ltd

• Airlines and Aviation
• 1 - 100 Employee

• Cabin Crew

  • Mar 2006 - Oct 2007

  • Regularly completed safety and security checks of the aircraft and all emergency equipment. • Communicated with the crew to confirm such safety and security checks were complete. • Greeted customers as they entered the aircraft and provided the highest standard of service during their time on-board. • Ensured customer safety by performing a safety demonstration prior to each flight. • Worked towards monthly and yearly targets when securing sales on duty-free items. • Performed first aid on customers/colleagues when needed such as administering medication and use of the Defibrillator. • Dealt with customer queries and offered suitable solutions to de-escalate issues, making use of my de-escalation and restraint training. • Dealt with on-board emergencies whilst adhering to the correct procedures, remaining calm and providing a prompt and effective solution. Show less



The Swan Hotel

• Hospitality
• 1 - 100 Employee

• Assistant Manager

  • Mar 2005 - Mar 2007

  • Responsible for the planning and implementation of weddings and functions for up to 100 guests. • Monitored the performance of front of house staff and managed their workload. • Responsible for recruiting new team members and planning and conducting induction training. • Managed staff performance and dealt with disciplinary where necessary. • Accountable for the business’ banking procedures. • Built and maintained relationships with suppliers when increasing and innovating the product offering by analysing and keeping up to date with current trends. Show less



Barclays

• India
• Outsourcing/Offshoring
• 1 - 100 Employee

• Small Business Support Team

  • Aug 2004 - Mar 2005

  • Used my initiative to improve customer call waiting time by 75% by identifying and implementing a change process. • Developed a training and reference tool that resulted in a 20% improvement in product sales. • Conducted extensive research into potential leads, leading to hitting targets and KPI’s. • Managed a portfolio of small business customers. • Communicated with customers regularly via the telephone. • Regularly considered loan and credit applications using a risk analysis method. Show less



De La Rue

• United Kingdom
• International Trade and Development
• 700 & Above Employee

• Technical Helpdesk Agent

  • Jul 2003 - Aug 2004

  I was part of a small team providing telephony based support to clients. I offered technical advice on the fixing of all De La Rue cash counting products, Epos machines for clients such as Barclays, HSBC and American Express, and stand alone ATM machines for Securicor. I was part of the team responsible for the initial roll out of chip and pin machines for HSBC. I was also Risk Assessment Co-coordinator, responsible for regular assessments, creating policies and delivery through the workforce. Show less

• Front of House Team

  • Jan 2003 - Jun 2003

  Worked in all roles front of house, including bar, restaurant, reception, and events. Managed a number of events from small business meetings, interview days, to large parties and weddings. I looked after the cellar, and ordered stock. I was also responsible for handling the daily takings, managing small teams and general maintenence. Worked in all roles front of house, including bar, restaurant, reception, and events. Managed a number of events from small business meetings, interview days, to large parties and weddings. I looked after the cellar, and ordered stock. I was also responsible for handling the daily takings, managing small teams and general maintenence.



Walt Disney World

• United States
• Entertainment Providers
• 700 & Above Employee

• Cultural Representative/Food & Beverage Host

  • Dec 2001 - Nov 2002

  I worked in the UK pavillion in Epcot, working in customer facing roles through the food & beverage area. I was a Disney trainer, responsible for the training of new cast members in all aspects of a number of different roles. I was responsible for handling large amounts of cash, as well as keeping the Disney brand alive through my customer service. I worked in the UK pavillion in Epcot, working in customer facing roles through the food & beverage area. I was a Disney trainer, responsible for the training of new cast members in all aspects of a number of different roles. I was responsible for handling large amounts of cash, as well as keeping the Disney brand alive through my customer service.