Emma Rettie
London
Summary
Creative individual with strong leadership qualities and years of experience in delivering premium service. Possesses excellent communication and problem-solving skills, combined with deep understanding of customer needs. Experience in aviation, education and creative sectors.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
British Airways PLC
London Gatwick, United Kingdom
02.2022 - Current
- Consistently met customer feedback score targets - averaging 7% increase
- Cultivated supportive, inclusive work environment, promoting teamwork amongst colleagues.
- Escalated performance, safety or customer care issues to Customer Service Manager, completing relevant paperwork
- Briefed and motivated staff to achieve safety compliance and exceed service standards
- Maintained composure under pressure while handling multiple responsibilities on long-haul flights resulting in high-quality service delivery.
- Liased with external agencies - TRMs, catering, etc to achieve on time departures
Customer Service Manager (Secondment)
British Airways PLC
London Gatwick, UK
04.2023 - 01.2024
- Led team of 10 cabin crew to execute exceptional service delivery and hallmark hospitality
- Primary point of contact for customer feedback, concerns or conflict resolution
- Coached, mentored, and motivated crew members, encouraging professional growth and teamwork to maintain consistently high levels of service.
- Upheld all safety protocols, policies, and regulatory requirements
- Approachable, open attitude, responsible for crew welfare and medical or wellbeing issues onboard and abroad
- Outstanding communication with flight crew, external agencies, and aviation authorities
Cabin Crew
British Airways PLC
London Gatwick, UK
08.2018 - 02.2022
- Ranked Quartile 1 (top 25%) of all cabin crew.
- Ensured safety regulations compliance for passenger security.
- Managed in-cabin services efficiently, including food and beverage distribution for an enjoyable flight experience.
- Delivered professional pre-flight briefings, enhancing customer understanding of safety procedures.
- Supported colleagues during busy periods or emergencies demonstrating team spirit and reliability.
- Fostered good relationships with passengers from diverse cultural backgrounds promoting inclusive atmosphere onboard.
- Participated actively in pre-flight briefings, gaining awareness of relevant changes and sector expectations for better preparedness.
- Handled special needs of children, elderly and individuals with disabilities.
Teacher of English, NQT
Dumfries and Galloway Council
Sanquhar, Dumfries and Galloway
10.2017 - 03.2018
- Encouraged class participation and critical thinking through interactive assignments.
- Attended professional development workshops to stay updated on educational trends.
- Collaborated with other teachers on curriculum development, ensuring consistency across year groups.
- Developed comprehensive lesson plans for students' improved understanding of English language.
- Conducted regular assessments of pupil's work, providing constructive feedback for improvement.
- Tailored teaching approach to accommodate individual student needs, promoting academic growth.
- Fostered a positive learning environment with clear classroom management strategies.
- Developed engaging lesson plans by applying knowledge of educational theories and methods.
Teacher of English, Maternity Cover
Kibble Education and Care Centre
Paisley, Renfrewshire
10.2016 - 03.2017
- Highly specialised classroom management for children with emotional, social and behavioural disorders
- Focus on social and emotional improvement and welfare to increase positive outcomes
- Collaborated with external agencies on individuated care plans
EFL teacher
International English School
Dolianova, Italy
03.2014 - 06.2015
- Prepared students ages 7-70 for international English proficiency tests and school exams
- Managed classroom behaviour effectively, maintained conducive learning environment.
- Developed engaging lesson plans by incorporating multimedia resources for enhanced student understanding.
- Organised extra-curricular activities related to English language learning; fostered broader appreciation of the language's cultural context.
Education
Postgraduate Diploma - Education
University of Glasgow
Glasgow /2015 - /2016
PGDip - Vocal Performance
Royal Conservatoire of Scotland
Glasgow, Glasgow City /2012 - /2013
Master of Arts - English
University of St Andrews
St. Andrews /2007 - /2011
Skills
- Premium service delivery
- Versatile, accurate written and verbal communication
- Creative thinking and conflict resolution
- Medical emergency handling
- Delivering developmental and motivational feedback
- Digital native, adapting to software changes - extensive Office, Google docs, teams experience
- Italian language proficiency
- Leadership and public speaking
Accomplishments
Multiple internal awards from colleagues and managers for excellence and compassion.
"Best Actor" nomination, 2024 International Gilbert and Sullivan festival
Certification
CAA Cabin Crew Attestation,
Enhanced DBS check,
Full, clean, driving license
Languages
English
Native
Italian
Advanced
German
Elementary
Creative Industries
Forbear! Theatre Company, Performer,
London and UK performances (2022-present)
Imperial Productions, Director, Performer,
2023-Present
Grosvenor Light Opera Company, Performer, (2021-present)
Social secretary (2021-23) Secretary (2023-24)
References
References available upon request.
Timeline
Customer Service Manager (Secondment)
British Airways PLC
04.2023 - 01.2024
Customer Service Supervisor
British Airways PLC
02.2022 - Current
Cabin Crew
British Airways PLC
08.2018 - 02.2022
Teacher of English, NQT
Dumfries and Galloway Council
10.2017 - 03.2018
Teacher of English, Maternity Cover
Kibble Education and Care Centre
10.2016 - 03.2017
EFL teacher
International English School
03.2014 - 06.2015
Postgraduate Diploma - Education
University of Glasgow
/2015 - /2016
PGDip - Vocal Performance
Royal Conservatoire of Scotland
/2012 - /2013
Master of Arts - English
University of St Andrews
/2007 - /2011
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