Daisy-Mae Simpson
Haywards Heath
Summary
Proficient in delivering outstanding customer service and addressing diverse passenger needs in high-pressure environments. Demonstrates strong communication and problem-solving abilities, ensuring smooth operations and enhancing travel experiences. Recognized for maintaining professionalism and fostering repeat business through effective dispute resolution. Experienced in retail, adept at managing stock, assisting customers, and creating an inviting shopping atmosphere.
Overview
4
4
years of professional experience
Work history
Airline Representative
TUI
Gatwick , Sussex
2025.11 - Current
- Executed training programmes to enhance team capabilities.
- Conducted comprehensive market research to identify and evaluate potential leads.
- Streamline processes to enhance efficiency and boost productivity.
- Cultivated a positive work environment to enhance staff morale and foster collaboration.
- Generated innovative business opportunities to drive company growth.
- Resolved customer complaints efficiently to enhance satisfaction and foster loyalty.
- Delivered high-quality service to ensure positive customer experiences.
- Document all customer interactions to ensure comprehensive record keeping.
- Cultivated productive client relationships to enhance satisfaction and loyalty.
Passenger service agent
ASC Handling Services
Gatwick , Sussed
2025.04 - 2025.10
- Enhanced overall airport efficiency by coordinating effectively with ground staff.
- Collaborated effectively with security personnel for safe transit of passengers and luggage.
- Handled disruption cases such as denied boarding situations or flight cancellations calmly.
- Checked passengers' tickets swiftly to streamline boarding procedures.
- Facilitated smooth baggage handling for improved passenger convenience.
- Managed lost-and-found enquiries, exhibiting problem-solving abilities under pressure.
- Assisted in ensuring passenger safety during emergencies, demonstrating quick decision-making abilities.
- Organised boarding gates with effective communication skills.
- Assisted elderly passengers and those with special needs, showcasing empathy and care.
- Accelerated check-in process by verifying passenger documents promptly.
- Communicated flight delays or cancellations with passengers, maintaining transparency and trust.
- Ensured timely departure of flights by managing pre-boarding activities efficiently.
- Handled seat allocation tasks efficiently to ensure optimal cabin utilisation.
- Created a comfortable travel experience for passengers by handling their queries efficiently.
- Assisted passengers at boarding gates, enabling prompt service and on-time flight departures.
- Checked-in luggage and confirmed carry-on items met security requirements.
- Performed boarding gate duties in line with airline schedule.
- Stayed updated on changes to travel regulations and required documentation.
Retail Store Assistant
Schuh
2024.10 - 2024.12
- Recently started working for Schuh in retail for some experience in another customer facing role in retail which I have never worked in. I have assisted in store opening and closing procedures, including cash counting, cleaning and visual merchandising, proactively replenished store shelves and displays and conducted routine stock counts, assisted customers with testing and selecting products suited to individual tastes, styles or needs, liaised with managers before shifts to determine daily tasks and priorities and located and retrieved alternative items, colors and sizes to achieve long-term satisfaction. This role in retail is something that is teaching me how to use my customer service skills in a different environment which is a good experience for me to have.
- Processed returns and exchanges efficiently, ensuring customer satisfaction.
- Maintained clean, orderly shop floor to ensure pleasant shopping environment.
- Replenished shelves frequently ensuring availability of products at all times.
Passenger Service Agent
ASC Handling Services
2024.04 - 2024.10
- Assisted customers with their needs in a busy airport environment. Gained insights into various airport roles and responsibilities. Supported team members to ensure smooth operations during the summer contract.
- Assisted in identifying and documenting key skills acquired during employment. Supported team members in sharing knowledge and experiences related to job functions. Contributed to discussions aimed at recognising individual strengths and areas for development.
- Executed baggage check-in processes, encompassing weighing, labelling, and ensuring safe transfer to aircraft while adhering to airline regulations.
- Uphold strict confidentiality while managing sensitive passenger information and transactions.
- Collected baggage charges and accepted baggage for check-in, ensuring compliance with airline policies.
- Facilitated swift boarding processes by efficiently managing queues and utilising passenger management software to enhance operational efficiency.
- Provided support in customer service, ensuring customer satisfaction in a fast-paced environment. Collaborated with team members to resolve customer issues efficiently under pressure. Maintained composure during challenging situations to enhance team performance.
- Supported customer service teams in delivering exceptional travel experiences. Assisted in airport operations to enhance passenger satisfaction. Engaged with clients to understand their travel needs and preferences.
Front of House Staff
Mitchells & Butlers-West Sussex
2022.06 - 2024.07
- I started working at Mitchells and Butlers when I was 16. This job was good insight into hospitality and food, also with some bar work when I became 18. I learnt lots of relevant skills to this industry while working here, learning all about food dangers and safety, while also learning so much about customer service
- Regularly liaised with kitchens to obtain an extensive understanding of food's ingredients, menu selection and allergens.
- Resolved customer complaints promptly, escalating larger operational concerns to management.
- Greeted new customers, answered initial questions and took drink orders.
- Maintained extensive knowledge of menu and specials range by reviewing menus and communicating with chefs daily.
- When I became able to, I was trained onto the bar side of things, which taught me all of the more legal side of things which are very important, things like 'Challenge 25' which is vital to know about when working in hospitality.
Skills
- Host/Hostess
- Front Desk
- Safety equipment usage
- Stress management
- Knowledge of aviation terminology
- Boarding assistance
- Passenger scheduling
- Airport safety procedures
- Passport verification
- Check-in procedures
- Baggage processing
- Target achievement
- Target achieving
- Responsive listening
- Microsoft Office Suite expertise
- Brand Promotion
- Customer Service
- Product knowledge
DRIVING LICENSE
Full UK driving license
Timeline
Airline Representative
TUI
2025.11 - Current
Passenger service agent
ASC Handling Services
2025.04 - 2025.10
Retail Store Assistant
Schuh
2024.10 - 2024.12
Passenger Service Agent
ASC Handling Services
2024.04 - 2024.10
Front of House Staff
Mitchells & Butlers-West Sussex
2022.06 - 2024.07