Consultant

• Aug 2021 - Present

Project Support

• Aug 2019 - Aug 2021

Belfast Transport Hub project• Supporting cross-functional project team in delivering a flagship infrastructure project in Belfast City Centre.• Completing monthly project reports for all aspects of the project, including Risks, Issues and Changes to be presented to the Executive and Department for Infrastructure. • Supporting Stakeholder Manager to create and maintain positive relationships with project stakeholders including local community and political leaders. • Pro-actively tracking project deliverables against budget cost schedule, project plan and quality plan.• Scoping training requirements, compiling content and authorising supporting manuals.• Scheduling and co-ordinating meetings and appointments, workshops, consultation and engagement events. • Ensuring ongoing compliance with GDPR requirements.• Compiling and distributing documentation including agendas and minute-taking. • Handling requests for information and data and preparing written responses to enquiries. • Coordinating Project Assessment Reviews and Gateway Reviews, collating and managing recommendations. • Working with the Project Management Office to develop and update major project procedures. • Supporting project team members with IT set up and troubleshooting issues.• Co-ordinating collaboration activities and workshops with internal project team and partner companies.• Daily use of MS office suite, SharePoint, Agresso.

Contract Trainer & Support Specialist

• Aug 2018 - Jul 2019

As a representative of Abbott Diabetes Care, I• delivered medical equipment training to medical staff in hospitals and community clinics nationwide • adhered to regional and national regulations• audited clinics and hospitals as well as individual users to ensure adherence to policy• liaised with the Point of Care Team in each Hospital Trust to ensure an efficient user experience and feedback information to the company where necessary As a representative of Abbott Diabetes Care, I• delivered medical equipment training to medical staff in hospitals and community clinics nationwide • adhered to regional and national regulations• audited clinics and hospitals as well as individual users to ensure adherence to policy• liaised with the Point of Care Team in each Hospital Trust to ensure an efficient user experience and feedback information to the company where necessary

VVIP Customer Service Trainer

• Sep 2011 - Sep 2017

• Designed and delivered engaging training content to those working in the cabin serving VVIPs and their guests, focusing on both technical training, procedure manuals and sessions on the company vision, values, goals and GCAA regulations. • Delivered additional training across new recruit inductions, bespoke aircraft training, refresher courses and promotional training for soon-to-be senior cabin crew.• Proactively maintained my own knowledge on the topics to provide comprehensive training. • Regularly reviewed my training content in line with their measurable results to ensure ROI, updating content and its focus when necessary and ensuring my methods of assessment remained engaging and current. • Wrote complex, intricate manuals on each specific aircraft and service for the use of the cabin crew. This required not only an in-depth understanding of the aircraft but also the ability to write clearly, with a keen eye for detail.• Maintained a strong understanding of adult learning approaches and adult assessment methods.• Input into business-pivotal hires across the VVIP cabin crew selection.• Drove operational excellence across the organisation by supporting and initiating process improvements and encouraging collaborative communication between departments. • Worked on projects such as the acceptance of B777 VVIP aircraft in Switzerland. I represented the team when collaborating with the outfitters (Lufthansa Technik, Boeing and Atasa) on the final fittings. I created snag lists, planned the aircraft service entry, communicated delivery dates and coordinated training requirements. I also dealt with requests from the passengers, sourcing aircraft products/accessories at the last minute.

VVIP Cabin Manager

• Sep 2011 - May 2017

• Served the VVIPs from the United Arab Emirates and their guests, providing the upmost level of service, professionalism and confidential approaches.• Managed a full cabin team of up to 12 across B747, B777, B737, A320 and B787 aircraft. I motivated the team, ensuring the highest level of service and passenger safety at all times, sharing personal performance reports with developmental areas.• Coordinated operational processes such as catering, cleanliness of the cabin and liaising with the cockpit, rostering, dispatch and ground personnel to ensure the smooth running of each flight. • Compiled and shared post-flight reports to give details of sectors completed, feedback for catering companies used, on-boarding training conducted during the flight, passenger feedback and any other ad-hoc notes on safety, maintenance, etc.

Service Trainer - Premium Cabins

• Dec 2008 - Sep 2011

Responsible for the comprehensive training of crewmembers, I achieved the following:• Trained high potential cabin crew selected for promotion on premium service standards. This involved training on the airlines high standard of etiquette.• Joined the Curriculum Design & Project Team where I had a direct involvement in designing new courses for premium cabins and aiding the progression of internal training.

Cabin Manager - Senior Flight Attendant

• Jan 2006 - Sep 2011

Applying my adaptable nature throughout each flight, I provided a premium service to all passengers on board the aircraft. During this time, my accomplishments were:• Worked together with the Purser to lead a team of up to 26 cabin crew to deliver a first-class service as well as leading operations such as passenger and crew safety, adjusting communication to different cultural norms and managing costs.• Developed my professional skills with internal training and assessments and by participating in company-wide PR events, such as the handover of Emirates Airline’s first A380 in Hamburg.• Delivered on-board coaching to new flight attendants, presenting continual professional development plans.