Experience

Virgin Atlantic Cargo

• United Kingdom
• Airlines and Aviation
• 1 - 100 Employee

• Pharma Compliance Specialist

  • Nov 2020 - Present

  Responsible for ensuring compliance with Good Distribution Practice (GDP) in relation to pharmaceutical and life sciences cargo. Main day-to-day duties involve:- Maintaining the Quality Management System (QMS)- Implementing Standard Operating Procedures (SOPs) - Running a GDP/Pharma awareness training programme - Carrying out risk assessments and supplier audits- Attending management meetings to review and analyse performance and trends - Overseeing the approval of cargo devices against Engineering and regulatory requirements

• Customer Service Advisor

  • Aug 2018 - Nov 2020

  As the main point of contact for cargo customers, I provided pricing, made bookings, and answered general enquiries, dealing with shipments ranging from a variety of different commodities.Worked under pressure during peak trading periods, navigating several computerised systems, tools and software applications while adhering to departmental Key Performance Indicators (KPIs) and quality control. Assisted Customer Relations teams investigate service failures and solve problems for customers, seeking positive solutions to help maintain relationships and drive increases in Net Promoter Scores (NPS).

• Pharma Specialist

  • Nov 2019 - Apr 2020

  Responsible for the management and development of the product portfolio for pharmaceutical and life sciences shipments and overseeing compliance with Good Distribution Practice (GDP) throughout the organisation.Daily duties involved:- Maintaining the Quality Management System (QMS)- Writing and implementing Standard Operating Procedures (SOPs)- Analysing sales performance and liaising with key internal and external stakeholders to influence commercial growth- Investigating service failures and non conformances through CAPA (Corrective and Preventative Action)- Conducting risk assessments and supplier audits



Virgin Atlantic

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

• Senior Customer Service Advisor

  • Apr 2015 - Aug 2018

  As a voice of Virgin Atlantic, I provided professional customer service over phone and email with Virgin flair, helping passengers with complex flight quote and booking enquiries, including those in the flying rewards programme. Effectively dealt with difficult scenarios, such as flight changes, cancellations, or schedule adjustments, assisting the Customer Relations department for 6 weeks over the busy Summer period having been handpicked by Management. Became part of a User Acceptance Testing (UAT) team for a brand new, state of the art reservation system, collating technology data, gathering feedback and reporting to the rest of the department on systematic developments.