Eleneuio Joshua Fernandes
Hayes
Summary
A friendly passenger service agent with numerous experiences in customer-facing roles. Currently studying Politics at university with a keen interest in transport legislation and international aviation organisations. Works under a busy airport environment providing ground handling service to airlines ensuring compliance with airline and safety policies. Has a strong network built within the aviation profession, with civil servants, air lawyers and international organisations. Passionate about aerospace and wishes to pursue a career at senior level within the airline industry.
Overview
7
7
years of professional experience
Work history
Passenger Service Agent
Menzies Aviation
Heathrow, Hillingdon
2024.08 - Current
- Product trained on Air India, Avianca, TAP Portugal, Asiana Airlines, Egypt Air and LOT Polish on their airline policies.
- Adhered to airline policies with regards to their travel requirements, including complying with their baggage policies and assessing whether passengers are ' fit to fly' based on them meeting regulatory requirements.
- Complying with Heathrow Airport safety regulations with regards to security procedures and strict responsibilities with regards to managing confidential information, customer data and creating hazard free environments.
- Complying with global visa and travel requirements for passengers when needed and escalating matters where requirements are not met.
- Providing enhanced service to commercially important passengers, sea farers, celebrities and loyal passengers who use the Airline’s services.
- Working under pressure when the airport has delays or IT issues, ensuring that passengers Checkin on time for their flights.
- Adhering to strict IATA regulations for dangerous goods carried in hold luggage, ensuring that passengers do not carry restricted items or carry items that are considered to cause alarm.
- Conducting Triple AAA checks ensuring that passengers are checking in for the correct flight, with correct details and at the right timing.
- Informing and reassuring passengers of the service that the airline has to offer and generally promoting the brand image of the airline
- Handled seat allocation tasks efficiently to ensure optimal cabin utilisation.
- Supported revenue generation efforts through upselling of airline products and services during check-in process.
- Communicated flight delays or cancellations with passengers, maintaining transparency and trust.
- Handled disruption cases such as denied boarding situations or flight cancellations calmly.
- Reviewed passports and travel documentation, issuing boarding passes upon completion.
Altar Server
Our Lady Queen of Apostles Church
London, 15 The Green, Hounslow TW5 0RL
2019.09 - Current
- Religious Volunteering, which involved serving mass every Sunday and on special occasions at the church
- Managed a team of younger servers by delegating duties and enhancing collaboration by providing leadership.
- Cleaning, designing and decorating the church floor before special occasions
- Demonstrated commitment to the duty with over 6 years of commitments and volunteering
- Participated in baking and food sales which fundraised money for church events and their charitable causes.
Front of House Staff
Derive Coffeehouse & Bar
Isleworth, Hounslow
2023.04 - 2023.09
- Collaborated with a team of baristas, chefs and duty managers to deliver best quality branded drinks and food to busy customers.
- Conducted stock checks everyday, ensuring that all stock was fresh and providing notice to managers to place new orders for stock which developed my attention to detail.
- Maintained familiarity with menu items, specials and restaurant information which informed customers of on-going deals and products.
- Performed all duties under strict heath, safety and food hygiene regulations which maintained the hygiene rating for the shop.
- Resolved customer complaints promptly, maintaining a positive restaurant atmosphere.
Education
Bachelor of Arts - Politics and International Relations
Queen Mary University of London
London 2024.09 -
Affiliations
- Debating Society
- Cooking
- Board Games
- Exercising
Accomplishments
. Gained a Progress Award at the end of my secondary schools studies, which is a prestigious compliment to my efforts at school
. Received recognition from Air India Customer Service Managers for receiving good compliments from clients
. Was Awarded Bronze medal from Parish Priest for service to the altar of the church with scope of attaining a silver medal soon
. Was elected Communications Ambassador during my time at St Marks School
Languages
English
Native
Hindi
Upper intermediate
Konkani
Fluent
Timeline
Bachelor of Arts - Politics and International Relations
Queen Mary University of London
2024.09 -
Passenger Service Agent
Menzies Aviation
2024.08 - Current
Front of House Staff
Derive Coffeehouse & Bar
2023.04 - 2023.09
Altar Server
Our Lady Queen of Apostles Church
2019.09 - Current