Experience

Sensory Services by Sight for Surrey

• United Kingdom
• Non-profit Organizations
• 1 - 100 Employee

• Events Team Office Volunteer

  • Nov 2022 - Present

  This unpaid role allows me to support the team by ad-hoc volunteering in my spare time, supporting tasks in the busy office from time to time for a few hours or carrying out any online research at home to help the team as required.

• Fundraising & Events Assistant

  • Apr 2022 - Oct 2022

  I was offered this interesting and varied part time temporary role opportunity, assisting the events team to plan and prepare fundraising and community events during the busiest period of the organisation’s 100th Anniversary year. This involved ongoing event research, making practical preparations and arrangements for every stage of various events and always acting as an Ambassador for the charity.

• Volunteer Lockdown Telephone Befriender

  • Sep 2020 - Mar 2022

  A meaningful and enjoyable unpaid role offering a weekly chat to provide support and friendship to an elderly Service-User who was isolated and vulnerable during Lockdown. Keeping an informal record of calls and adhering to SFS Training protocols. Keeping in touch with my Managers via email and telephone. Speaking with other Befrienders and Managers via Zoom meetings to discuss and gain ideas to improve practice.

• Volunteer Sensory Support Worker Administrative Assistant to the Benefits Team

  • Feb 2020 - Sep 2021

  A rewarding unpaid customer service and administration role for a charity supporting people in the community who have sight/hearing/dual sensory loss. Supporting the team by contacting service-user's to find out whether claims for support had been successful. Service-users often asked me for other advice and therefore I signposted them to the correct support from the charity. I worked independently and utilised my people skills, whilst liaising alongside the wider office team.



British Airways

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

• Senior Service Recovery Executive (with European languages)

  • Jul 2008 - Mar 2009

  A vital customer loyalty role as part of the BA High Value Recovery Team in Customer Relations at BA's Waterside Head Office in Harmondsworth, writing on behalf of the CEO. I worked with a great team following a four week training course. Responsible for all aspects of post-flight Customer Care and Service Recovery for BA Executive Club Members: managing queries, passing on compliments, resolving complaints, processing claims, also managing flight disruption proactively as well as reactively in order to retain valuable customers. Making International calls and using my languages. Demonstrated ability to understand Customer requirements and resolve any difficulties with compassion, integrity and warmth in both written and spoken word. Responsibly and appropriately used Goodwill Gestures in order to retain valuable Customers. Experience working alongside other BA Departments and with other Stakeholders; Travel Companies and Independent Travel Agents. Experience, relative to my role, using Amadeus, Nomad and World-Tracer. During this time I also completed a Level 3 Customer Service Award.

• Eurofleet LHR Air Cabin Crew with European Languages (French & German)

  • Jan 2007 - Jun 2008

  An enjoyable, fast-paced, busy customer-facing role as Cabin Crew and the continued responsibility of being a front-line Ambassador for the airline. Working as part of a team, culturally aware and responsible for all aspects of customer safety, service and comfort on-board. This role also gave me more wonderful opportunities to visit numerous European cities during layovers. Continued using my foreign languages on board and continued as a UNICEF Change for Good Ambassador. Experience ‘working up’ as the In-charge Crew Member on Short-haul from Airport standby, including giving the pre-flight briefing, liaising with Flight Crew, Dispatchers & Ground Staff prior to departure/upon arrival and being available and there for all customers and crew members.

• Worldwide LHR Cabin Crew with European Languages (French & German)

  • 2005 - 2007

  A special and memorable time in my flying career, taking care of passengers on longer flights including routes further afield to Asia. Continued responsibility for all aspects of customer safety, service and comfort on-board. Culturally aware and able to appreciate the different needs of the international customer. Frequently used foreign languages on board with customers and when making Passenger Address (PA) announcements. Gained extensive experience serving high value customers & VIP’s in the Premium ‘First’ and ‘Club’ cabins. Supervisory/leadership experience working as a Purser from Long-haul 90 minute standby. Responsible for keeping up to date with Industry changes as well as my own aircraft types, SEP and medical refresher training. I continued as a UNICEF Change for Good Ambassador on flights. Visited many new destinations and collected many new memories. Operated on the following aircraft types: Boeing 747-400, 767 & 777 (Long-haul flying).

• Worldwide LGW Cabin Crew with European Languages (French & German)

  • 1999 - 2005

  A wonderful period exploring more of the world and working on a different fleet from a different airport. Now operating as part of a very large crew on all trips. The opportunity to transfer to Gatwick to experience purely long-haul flying included going to leisure destinations in the Carribean, as well as great trips to different parts of Africa. I gained plenty of experience working in all four of the long-haul cabins and during this time I had the chance to go back to training school for ‘First’ (Class) training to become a Grade 1 Senior Crew Member. Extensive experience serving high value customers & VIP’s and supervisory/leadership experience working as a Purser in the economy and business cabins from Long-haul 90 minute standby. UNICEF Change for Good Ambassador on flights. I continued to use my languages at work.Whilst at Gatwick I took up the voluntary unpaid leave opportunity for 12 months from November 2001 to November 2002 with the ‘BA Business Response Scheme’ due to an immediate family members terminal illness. During this time I worked for Reed Employment in temporary office roles: Varied office & 'Front of House' customer service roles including Receptionist at Nestlé Purina Petcare & Receptionist at Merton College, Customer Service Helpline Advisor at Merton Council, various other Administration and Data Entry roles. I returned to flying after my year off. Operated on the following aircraft types: Boeing 747-200, 747-400, 777 & DC10 (Long-haul flying).

• Mid-Fleet LHR Cabin Crew with European Languages (French & German)

  • Apr 1997 - Dec 1998

  An important, exciting customer-facing role as Cabin Crew and an Ambassador for BA, working as part of 'Mid-Fleet' - a combination of long-haul and short-haul flying requiring licences to work on many different sizes of aircraft. I took a six week training course about each aircraft type, Safety & Emergency Procedures (SEP), Hijack training, Restraint Training, Pilot incapacitation training, Manual Handling, Fire and Smoke training, Survival training, Dangerous Goods, Self-Defence, Aviation Medicine, Wet Drills and of course Customer Service and Product for each of the cabins.Working with a different team on each trip and responsible for all aspects of customer safety, service and comfort on-board. Joined BA shortly after University during the recruitment drive for crew with a second language. A life-changing opportunity to work hard whilst getting out and seeing the world at the same time. Regularly visited many countries. Culturally aware and sensitive to the varying needs of the international customer and frequently used foreign languages on board following two oral language tests as a condition of employment. Used languages when liaising with customers and when making Passenger Address (PA) announcements. Responsible for keeping up to date with red notices before every flight briefing, world news and industry changes, keeping up-to-date for briefing questions and for annual refresher training. I often used airport standby time to use the Learning Hub. at the Crew Report Centre to do practice tests revision before refresher training. UNICEF Change for Good Ambassador on flights, making announcements to encourage donations and recording and paying in donations back at base. At this time I was also on the Concorde Crew Interview waiting list. Operated on the following aircraft types: Boeing 737 (as one of only two crew members on board), 747, 757, 767, 777 (mixed Long & Short-haul destinations).



Kantar (FKA Taylor Nelson AGB)

• Epsom, England, United Kingdom

• International Research Project Coordinator

  • Aug 1996 - Apr 1997

  An interesting role coordinating and collating results from equivalent medical market research focus group projects in France and Germany, to compare alongside the UK focus group results. Utilised my languages to translate results from these pharmaceutical research findings from French/German to English. An interesting role coordinating and collating results from equivalent medical market research focus group projects in France and Germany, to compare alongside the UK focus group results. Utilised my languages to translate results from these pharmaceutical research findings from French/German to English.