Clare Carter
Southsea,Hampshire
Summary
Customer service specialist with a strong background in hospitality, dedicated to fostering positive customer interactions. Builds relationships through effective communication and empathy while maintaining high standards in fast-paced settings. Demonstrates strong organisational and problem-solving skills, with a commitment to mentoring team members and enhancing overall team performance.
Overview
27
27
years of professional experience
Work History
Cabin Crew
Virgin Atlantic Airways
10.1999 - Current
- Delivered outstanding customer service while ensuring highest safety and security standards on long haul flights
- Adhere to all safety, security and aviation medical procedures in accordance with Virgin Atlantic's safety management system and legislative authority standards.
- Adapt safety and security procedures to challenging situations with confidence, sound judgement and clarity
- Continuously promote the company's brand image and focus on service quality in order to increase customer loyalty
- Maintained clear communication within team and across departments to effectively convey process changes and follow-up actions
- Kept informed on VAA's products and business objectives to support achievement of revenue generation targets
Assessment Centre Support - Cabin Crew Recruitment
Virgin Atlantic
Gatwick, West Sussex
01.2021 - 01.2023
- Provided operational and candidate support for high volume Cabin Crew Assessment Centres ensuring a professional, engaging and seamless candidate experience throughout the recruitment process.
- Acted as a brand ambassador, representing Virgin Atlantic's values and culture throughout the candidate journey
- Facilitated candidate FAQ sessions, addressing questions and delivering information to groups of up to 50 candidates
- Provided guidance and support to candidates, enhancing their experience and confidence throughout the day
- Assisted assessors during the recruitment process by managing assessment activities.
- Conducted height and reach assessments in line with company requirements
- Conducted height and reach assessments in line with company requirements
- Assigned candidates to assessment groups and coordinated movement between activities
- Assigned candidates to assessment groups and coordinated movement between activities
- Assisted with assessment centre room set-up, preparing equipment, materials, and resources for smooth operations
- Prepared candidate packs, paperwork and documentation for upcoming assessment sessions
- Scanned, processed and maintained candidate documentation accurately and confidentially
- Updated the Applicant Tracking System (ATS), recording no-shows, height check outcomes and candidate progress
- Contributed to the delivery of an exceptional candidate experience while ensuring compliance with recruitment processes and standards
119 Call Handler
Hays Travel
03.2020 - 03.2021
- Managed high volume of inbound calls from public regarding Corona Virus while working independently from home
- Provided guidance on the Covid-19 testing process to patients
- Coordinated arrangements for patients to attend drive-through covid-19 tests or receive tests for self-administration
- To provide simple health information advice in line with NHS policies and approved sources
- Utilised computer software to prioritise patients effectively and ensure adherence to correct procedures
- To keep accurate and factual records of clinical enquiries and action taken
College Lecturer
Highbury College
09.2014 - 06.2015
- Lecture planning and preparation
- Research, contact and teaching time with students
- Reviewed and evaluated students' work for quality and comprehension, providing constructive feedback to enhance learning outcomes.
- Delivered full academic year covering maternity placement, achieving 100% pass rate for all students.
- Interviewing course applicants
- Monitored and ensured safety of 18 pupils aged 16 to 28 in educational settings, promoting a secure learning environment.
- Encouraging personal development via tutorial
- Attending staff training and meetings
Education
NVQ Level 3 - Business Administration
Portsmouth College
GNVQ Advanced - Leisure and Tourism
SouthDowns College
GCSEs - 9 GCSEs B-C (including Maths and English)
City of Portsmouth Girls School
Skills
- Safety Procedures
- Customer Service
- Supervisory/ Leadership
- On-the-job coaching
- Decision making
- Digital Literacy
- Client Confidentiality
- Time management
- Adaptability skills
- Communication skills
- Rapport building
References
Available on request
Hobbies and Interests
- I love applying my artistic ability and creativity, I have a keen eye for detail and flair for presentation.
- I enjoy organising, planning and executing new projects at home, including interior design.
Timeline
Assessment Centre Support - Cabin Crew Recruitment
Virgin Atlantic
01.2021 - 01.2023
119 Call Handler
Hays Travel
03.2020 - 03.2021
College Lecturer
Highbury College
09.2014 - 06.2015
Cabin Crew
Virgin Atlantic Airways
10.1999 - Current
NVQ Level 3 - Business Administration
Portsmouth College
GNVQ Advanced - Leisure and Tourism
SouthDowns College
GCSEs - 9 GCSEs B-C (including Maths and English)
City of Portsmouth Girls School