Flight Attendant Customer Care

Actions speak louder than words, its not what you say, but how you say it. People will always

remember the way you made them feel, the experience that you gave them. Treat people the way

you would like to be treated; first impressions last.

Working under pressure comes with any role and how one deals with it, greatly determines the level

of success one can expect. The ability to work in teams is paramount to building excellent

relationships that enable success and achieving any common long-term goal and / or

short-term objective.

Professional in Customer Care with 18 years’ experience

Roxanne Pratten

Profile Summary

Location : 17 Verbena Road, Quince Estate 1, Durbanville

Email : *******.*******@*****.***

Contact : +27-66-08-559**

I would describe myself as someone with strong interpersonal skills and has the ability to remain calm while dealing with a difficult situation. I pride myself in going the extra mile, paying attention to detail and leading teams.

With 18 years' overall work experience, of which 12 years in the Gulf Region with customer etiquette, building customer relation, customer care and a support lead function role for one of the leading Airlines in the Middle East, which allowed me to grow, develop and exercise my full potential to gain knowledge, experience and skills that not only applies to my career development but also to my personal life.

* References can be provided on request

Personal Details

Career Objective

Nationality: South African

Languages: English, Afrikaans

Birth Date: 14 May 1983

Availability: Immediately

Driver license: Yes

1.1996 - 2000 Matric at High

School Brackenfell

2.2002 – Travel & Tourism Certificate, Galileo First Class & Online Computer based Training Program, Africa Fares & Ticketing

3.2008 - 2020 Cabin Safety & Emergency Certificate, First Aid Training Certificate, Airbus A330, A340 & A380 Aircraft Certificate, Boeing 777 Aircraft Certificate

To secure a responsible career opportunity where I can utilize my training and skills, while making a contribution to the success of the company. To continue my learning, knowledge and skills and achieve goals within a company that focuses on customer care and satisfaction.

Work History – Emirates Airlines

EDUCATION

Position: Cabin Supervisor (2017 – Oct 2020)

First Class (2012 – 2017)

Business Class (2010 – 2012)

Economy Class (2008 – 2010)

Main achievements:

-Was specially selected to operate the first inaugural flight from Durban, South Africa.

-Received multiple outstanding customer satisfaction reports via onboard surveys.

-As a Senior Cabin Supervisor, I was selected to operate as Lead Purser on numerous flights.

Roles and responsibilities:

-Act as a brand and customer ambassador by demonstrating a positive and professional image while representing the company.

-Guide cabin crew on appropriate conduct throughout the entire duty to promote the professional image of the company.

-Demonstrate business awareness which contribute positively to business results, this include training on the company’s business aspects and promotions.

-Provide guidance, direction and feedback to team members on their onboard performance to ensure standards are constantly met. (customer, safety, security, team).

-Responsible for conducting timely and motivational briefing sessions prior to flights in accordance with the pre-flight briefing guidelines and ensuring aim and goals of a flight are carried out professionally.

-Fully responsible of cabin and crew by managing resources (time, product and people) and maintaining standards (safety, security and service) to ensure customer needs are met.

-Ensure the highest standards of safety and security are met, inline with corporate requirements, local civil aviation, government legislation and international standards.

-Ensure customer complaints are fully investigated, managed effectively, documented and appropriate service recovery applied where applicable.

ACHIEVEMENTS

Leading teams successfully across many different cultures

Position: Tour Consultant (October 2006 – June 2008)

Roles and responsibilities:

-Handling of bookings for tours and transportation within the Cape Town area and ensure arrangements run accordingly.

-Allocate drivers and tour guides for travel routes and tours.

-Handling telephone and written enquiries, and provide necessary travel information.

-Preparing quotations and following up on payments.

Work History – Thompson Touring Cape Town

CORE SKILLS / STRENGTHS

Special Skills:

-Effective communicator capable of adapting to different environments

-Problem solver

-Strategic thinker

-Customer Service & Relations

-Team work & Team leadership

-Diplomacy

Work History – Tours Unlimited

Position: Tour Consultant (January 2004 – September 2006)

Main achievements:

-Successfully managed a 7-Day holiday package for 40 international tour groups, of 30 people each, which arrived on a weekly basis during the peak season. Responsibilities included reconfirmation of flight travel, accommodation, transport, tour guide and activities.

Roles and responsibilities:

-Prepare itineraries and make reservations for travel, accommodation and activities.

-Booking and allocating drivers and tour guides for safe and smooth travel.

-Researching, developing & creating interesting tour packages to meet market demand.

*To be provided on request

Strengths:

-Attention to detail

-Strong work ethic

-Adaptability

-Attentiveness

ADDITIONAL INFORMATION

Work History – Nescafe Coffee Shop

-Married with no dependents

-

Position: Service Assistant (July 2002 – December 2003)

- Roles and responsibilities:

-Providing menus, taking orders, meeting special requests and demands, bringing food to the table, refilling drinks and clearing tables.

-Aware of guest satisfaction and deliver the best service experience.

-Maintaining a clean and safe work environment.

PERSONAL INTERESTS

-Enjoy running and outdoor activities

-Reading

-History

Through my work experience I’ve learnt that

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