Essence Mulzac- De Cordova

As a member of British Airways’ world-class cabin crew, I deliver exceptional customer service and ensure the safety, comfort, and wellbeing of passengers throughout their journey. I am trained to handle in-flight emergencies, provide medical assistance, manage passenger welfare, and uphold the highest standards of professionalism and care.

Key Responsibilities:
• Ensuring the safety and security of all passengers and crew by following British Airways’ safety regulations and procedures.
• Conducting thorough pre-flight safety checks, including emergency equipment and cabin security inspections.
• Delivering outstanding in-flight service, including meal and beverage service, passenger assistance, and ensuring comfort throughout the flight.
• Providing professional care and support to passengers with special needs, children travelling alone, and nervous flyers.
• Responding to medical incidents, administering first aid and using onboard medical equipment when required.
• Managing and resolving passenger issues with empathy, discretion, and strong problem-solving skills.
• Maintaining calm and effective communication during emergency or challenging situations, including firefighting and evacuation scenarios.
• Working closely with the flight deck and fellow crew members to ensure smooth coordination and excellent service delivery.
• Upholding British Airways’ brand standards and ensuring all passengers experience a safe, comfortable, and enjoyable flight.

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Training & Certifications:
• Safety & Emergency Procedures (SEP): Comprehensive training covering evacuation drills, ditching procedures, and use of emergency equipment.
• First Aid & Medical Response: Certified in CPR, defibrillator use, and management of in-flight medical incidents involving adults, children, and infants.
• Firefighting Training: Hands-on experience in handling onboard fire situations using appropriate firefighting equipment and protocols.
• Security & Conflict Management: Skilled in managing disruptive passengers and maintaining calm under pressure.
• Customer Service Excellence: Trained to deliver exceptional service to a diverse range of passengers from around the world.

As a dedicated Team Member at Oowee Vegan, I worked in both front-of-house and kitchen roles, delivering high-quality vegan food and excellent customer service in a fast-paced environment. I contributed to daily operations, ensuring efficiency, cleanliness, and customer satisfaction while maintaining brand standards.

Key Responsibilities:
• Operated tills efficiently, taking customer orders, processing payments, and providing friendly, professional service.
• Prepared, cooked, and assembled a range of vegan dishes to company standards, ensuring quality, presentation, and food safety.
• Maintained a clean and organised kitchen, following health, safety, and hygiene regulations.
• Assisted with opening and closing procedures, including setting up and shutting down kitchen equipment, stock rotation, and cashing up.
• Worked collaboratively with team members to meet high customer demand during busy periods.
• Handled customer queries and feedback with a positive and problem-solving attitude.
• Ensured smooth daily operations by supporting both kitchen and front-of-house teams when required.

- Serve as the primary point of contact for individuals referred or self-referring for drug and alcohol support services.

- Conduct thorough and empathetic triage assessments over the phone to understand clients’ needs and concerns.

- Provide appropriate advice and information, guiding clients towards the most suitable support services available.

- Efficiently handle administrative tasks, maintaining accurate records and documentation.

- Collaborate with multi-disciplinary teams to ensure seamless referrals and coordinate care for clients.

- Stay updated on relevant resources and services to effectively signpost clients to appropriate solutions.

- Adhere to confidentiality and ethical guidelines while handling sensitive information