Elaine Yvonne GREENE
Summary
I bring over 20 years of customer service experience, marked by a steadfast dedication to maintaining the highest standards of service. Known for my professional and approachable demeanor, I consistently demonstrate an optimistic and proactive approach in my responsibilities. My exceptional interpersonal skills are complemented by proficient communication abilities, both verbally and in writing. I have a natural talent for ensuring precision and meticulousness in my work. As an adaptable and collaborative team player, I excel in organizational and time management tasks. Capable of working effectively under pressure, I maintain exceptional service standards consistently. Additionally, I am trained in airside operations, adding a specialised skill set to my professional portfolio.
Overview
26
26
years of professional experience
Work History
Customer Experience Representative
British Airways
06.2022 - 07.2023
- Delivered exceptional customer service to passengers by engaging in active listening and effective interpersonal skills, adhering to British Airways standards to guarantee customer satisfaction throughout their travel journey.
- Addressed passenger inquiries, resolved complaints, and assisted with various tasks such as ticketing, reservation changes, flight disruptions, and connections to ensure top-tier customer experience.
- Maintained a flexible work schedule, including nights, weekends, and holidays.
- Stayed updated on airline policies, procedures, and services to provide accurate information promptly.
- Managed challenging situations with empathy, devising innovative solutions to meet customer requirements.
- Conducted check-in, gate boarding, and resolution of issues, including identifying passengers who boarded without gate check-in.
- Accompanied minors from hotel to airport, ensuring a smooth journey through check-in and security.
- Verified travel documents and identification, issued boarding passes, and bag tags in accordance with AAA regulations.
- Utilise airline-specific systems for check-in, adhering to regulatory and company guidelines.
- Collected excess baggage fees and additional revenue as required.
- Ensured on-time performance by timely opening and closure of check-in, bag drop, and gates.
- Safely boarded customers while strictly following security and safety protocols.
- Greet passengers as they enter the Lounge checking board pass to see if they have access to the lounge.
- Assist operational staff in a proactive manner, to ensure passenger needs are met by undertaking seat changes, issuing of boarding cards, check-in of transit passengers, and reservation changes
- Keep all passengers in the lounge informed regarding their flight departure and any other information pertaining to their flight.
Make-Up and Hair Artist
Elle Greene
04.2013 - Current
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Hair and make up artist on fashion shoots, and music videos.
Housing Administrator
Nottinghill Housing
03.2001 - 08.2003
- Proficiently managed a volume of over 100 incoming calls daily.
- Maintained comprehensive records of activities related to both private and social housing properties.
- Assessed and made decisions on invoices pertaining to property expenses, in alignment with budgetary and contractual requirements.
- Provided an exceptional standard of service to each customer, addressing concerns and responding to inquiries.
- Extracted data from internal software to Excel, reconciled tenant accounts, assisted with tenant correspondence, distributed rent statements, communicated with tenants about rent issues, and inputted invoices into budget spreadsheets.
- Negotiated pricing and generated documents including communication, pooling, and production sharing agreements.
- Handled phone calls and emails from tenants and local authorities efficiently and courteously.
PA Secretary
Hexar Ltd
04.1998 - 08.2000
- Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
- Kept reception area clean and neat to give visitors positive first impression.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Sorted, opened, and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Education
Diploma - Diploma in Theatrical, Special Effects, Hair and Media Makeup
Westminster College
London06.2018
VTCT Level 2, - Make up Artist
Westminster College
London2015
City and Guilds Level 3 - Hair Extension
Westminster College
London10.2014
Beginners Level - Hair Extension
Westminster College
London07.2013
Higher National Diploma - Computer Programming
South Thames College
London1996
7 O'Level Passes - English and math's
Fulham Cross School
London1980
Skills
- Strong communication skills both verbal and written, with the ability to interact effectively with diverse individuals and resolve conflicts
- Excellent problem solving skills to handle customer issues such has cancelled flights, missed flights and find satisfactory resolutions
- Proficient in using customer service software and airline reservation system such as FLY or JFE
- Deep understanding of airline operations, including ticketing, baggage handling, and flight scheduling
- Office Microsoft skills (Word, Excel and Powerpoint)
Certifications and training
June 2022 - Feb 2023
- Airport Airside Customer Experience - Airside T5, Competency -
- Manual Handling Advanced, Competency - Manual Handling Basic
- Airport Airside Induction Customer Experience, FLY Acceptance Validation
- Customer Airside New Entrant FLY, Airside Validation
- Certificate Ground Service Recovery - eLearning, IAG Code of Conduct
- Customer Service New Entrants (LHR) Landside Validation
Timeline
Customer Experience Representative
British Airways
06.2022 - 07.2023
Make-Up and Hair Artist
Elle Greene
04.2013 - Current
Housing Administrator
Nottinghill Housing
03.2001 - 08.2003
PA Secretary
Hexar Ltd
04.1998 - 08.2000
Diploma - Diploma in Theatrical, Special Effects, Hair and Media Makeup
Westminster College
VTCT Level 2, - Make up Artist
Westminster College
City and Guilds Level 3 - Hair Extension
Westminster College
Beginners Level - Hair Extension
Westminster College
Higher National Diploma - Computer Programming
South Thames College
7 O'Level Passes - English and math's
Fulham Cross School
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