MARISA DSOUZA

adtsia@r.postjobfree.com Cell Phone: 919-***-****

SUMMARY

People-oriented and safety minded professional with 15 years of experience with exceptional interpersonal communication skills providing friendly customer service for passengers on domestic and international flights. Provide personal care to elderly and special needs passengers

EDUCATION

Master of Arts in Teaching (Emotional Disabilities) NCCU, Durham, NC, May 2014

Bachelor of Science (Chemistry & Biochemistry), Mumbai University, India, May 1983

EXPERIENCE

Teacher Special Education & Asst Teacher, Chapel Hill Schools, NC [2004 - 2015]

Create instructional strategies and calibrate learning activities that support the educational goals of students with learning disabilities. Develop and track Individual Education Plans

Work with 4th-5th graders and do inclusion, pull-out and whole classroom instruction

Senior First Class Purser, Cathay Pacific Airways, Hong Kong [1996 - 2000]

Responsible for overall service level management and quality of Cathay Pacific First Class passengers. Make oral and written reports on First Class in-flight service.

Evaluate customer complaints and make recommendations for rectifying problems.

Coordinate with corporate management to ensure consistency and adherence to established corporate procedures and customer service standards.

Flight Purser, Cathay Pacific Airways, Hong Kong [1989 - 1996]

Team Leader for Economy Class Service. Led a team of 3-5 junior flight attendants.

Ensure high quality of service to economy class passengers on major international routes.

Provide in-flight training and served as a mentor to junior flight attendants

Flight Attendant, Indian Airlines, Mumbai – India [1987 - 1989]

Responsible primarily for inflight passenger safety and food/beverage service

Coordinate with ground and catering staff regarding service items and safety equipment

Customer Services Officer, Airfreight International, Mumbai - India [1985 - 1987]

Implement policies and procedures encompassing all aspects of customer service.

Direct the day-to-day functioning of the customer service department, ensuring that all customer orders and service inquiries are dealt with properly and expeditiously.

CERTIFICATES, AWARDS & ACHIEVEMENTS

North Carolina Department of Public Instruction (Praxis Exam) – Teacher Licensure

Consistently obtained exceptional Teacher evaluation ratings

Blue-Ribbon Mentor Advocate – mentoring and advocacy for student support services

Certificate for Outstanding Customer Service – Cathay Pacific Airways

CARELINE – Certificate for service offering 24-hour telephone support to colleagues

LANGUAGES

English, Hindi, Marathi, Konkani

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