ANDREA McFADZEAN

• Followed company regulations and rules promoting safe environment for both travellers and employees.
• Administered basic first aid, keeping calm and focused to minimise disruptions to other passengers.
• Wrote flight reports outlining unusual incidents during flight to allow regulatory organisations determine cause and eliminate risks.
• Interacted warmly and professionally with travellers of different backgrounds and cultures, upholding brand standards.
• Took part in safety demonstrations to educate passengers about safety procedures and proper use of safety equipment.
• Sold duty-free goods and advised passengers of any allowance restrictions at country of destination.
• Helped unaccompanied children and special needs passengers disembark from airplane to reduce safety risks.
• Carried out pre-flight duties by checking safety equipment, cleaning passenger seats and verifying meal and drink requirements.
• Made announcements on behalf of pilot and answered passenger questions during flight to keep customers up to date with latest information.

• Addressed customer service enquires quickly and accurately.
• Built rapport with customers through courteous and professional communications.
• Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
• Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
• Consistently went extra mile to achieve customer satisfaction.
• Meet and dispatched flights ensuring on time departures.
• Assist with special assistance.

• Maintained neat and tidy reception area through frequent cleaning and organising.
• Coordinated transportation for guests, booking shuttles and private car service.
• Greeted hotel guests, providing excellent first impressions through exceptional service.
• Managed service disruptions through effective use of smart devices.
• Managed and dealt with customer complaints, promptly resolving issues and offering helpful solutions.
• Provided excellent customer service and general local area information, resulting in outstanding customer feedback on TripAdvisor.
• Managed customer bookings through Oracle Hospitality and prepared registration cards to ensure smooth check-in process.
• Processed payments within timeframe, minimising customer wait times.
• Provided details regarding property, including dining areas, pool, spa and fitness centre to patrons to help acclimate them to resort environment.
• Notified housekeeping staff and maintenance personnel of guest room issues, including room preferences and specific requests for immediate resolution.
• Balanced accounts and conducted nightly audits to keep bookkeeping current.
• Posted room charges such as food, alcohol and telephone calls based on individual customer actions.

• Delivering, and Jaguar motor parts from supplier to garages.
• General customer enquiry handling.
• Completed daily pre-trip inspection checklist before first delivery with 100% accuracy rate.
• Notified branch management of any vehicle safety concerns and issues.
• Operated motor vehicles safely.
• Handled merchandise carefully to provide safe delivery and transport.
• Presented customers with bills and receipts and collected payments for goods delivered.
• Loaded vehicle and properly secured items to prevent damage during transportation.
• Established long-term customer relationships through prompt and courteous service.
• Answered customer questions regarding shipments, quotations and Estimated Time of Deliveries (ETDs).
• Processed payments by accepting cash, checks and credit card payments.

• Working alongside professional actors whilst respecting privacy.
• Being understanding of shot requirements and taking director instructions.
• Resilience to work long hours and patience to wait until called.
• Utilised effective communication skills to network and liaise with agents, managers and other industry contacts.,
• Performed in studio settings and on-location for film, television.

• Qualifications in aviation medical training and legally certified in the use of defibrillator/heart start equipment.
• Hold annually renewable by testing, aircraft licences for four different aircraft.
• Aviation fire trained and fully confident in tackling fire situation on board aircraft.
• Licensed and trained in handcuff restraint of dangerous/disruptive passengers posing threat to aircraft/passengers and experienced in de-escalation techniques.
• Professional ‘First Class' training to exceed service expectations of premium passengers.
• Followed company regulations and rules promoting a safe environment for both travellers and employees.
• Implement any required changes to service each flight and accommodate the needs of passengers requiring special assistance, ensuring dignity is always maintained.
• Boarding and deboarding passengers, demonstration of in-flight safety and emergency procedures, advice and sale of tax- free products and cash handling.
• Responsible for galley safety and security and ensuring passengers special dietary needs are met.
• Highly effective supervisory skills to facilitate exceptional customer service when required.
• Interacted in with teams in multiple languages and provided clarification.
• Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
• Assisted team members and customers regarding any queries or problems.
• Applied expert knowledge for daily completion of tasks and streamlining workflows.
• Provided excellent leadership skills to maintain steady and productive operations.

• Maintain professionalism and composure in pressured / hostile situations to defuse, resolve and provide exceptional care to the customers.
• Excellent communication and support provided to help the team work effectively.
• Responsible for streamlining the journey experience for customers with special needs.
• Boarding of aircraft with proficiency and accuracy whilst remaining observant to potential security issues.
• Global computer system operation.
• Tracing and coordination of collection of mislaid passenger bags.
• Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
• Applied expert knowledge for daily completion of tasks and streamlining workflows.
• Liaised with team members to promote public relations strategies.
• Promptly responded to customer enquiries, providing information and materials as requested, increasing client satisfaction.

• Purchasing duty free and duty paid stock for airline customers.
• Handling accounts and reconciliation of sales and stock.
• Creation of invoices for airline customers for handling replenishment of onboard sales bars.
• Worked under pressure of Customs deadlines for export and import paperwork.
• Stock taking of entire goods held within the Bond.
• Supported financial and business forecasts to facilitate accurate budgets.
• Spearheaded special projects and resolved complex problems that impacted management and business direction.

• Maintained a consistently excellent level of customer service whilst ensuring accuracy of cash transactions and till balances.
• Reconciliation of accounts and processing cash receipts from the waiting staff team members.
• Ensured a high standard of hygiene in all areas.
• Served guests within timeframe creating positive dining experience.
• Worked closely with management on health and safety standards, maintaining safe environment for customers and staff.
• Processed cash, credit card and voucher payments.
• Stocked beer and wine coolers.
• Delivered exceptional, friendly and fast service.
• Opened and closed bar tabs and transferred tabs to dining area.
• Handled customer complaints, provided solutions and managed resolution.

• English
• Word processing skills
• GCSE Academic Achievement Award

• Processed a project for core mathematics / example for other students to learn.
• Core Mathematics.
• Business Numeracy.
• French conversational language skills.

Arithmetic/Biology/Secretarial Studies/Home Economics.

• GCSE Academic Achievement Award

• DIPLOMA LEVEL 5/6 Academic Achievement Award

• Continuing education courses in Management and Leadership.
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