Summary
Overview
Work History
Education
Skills
Custom
Affiliations
References
Timeline
Generic

Findlay McAdam

Edinburgh

Summary

Accomplished professional with extensive expertise in customer service, management, and aviation operations. Demonstrates exceptional skills in people management, leadership, and compliance with safety procedures. Proven ability to manage airport operations efficiently, handle passenger issues adeptly, and ensure adherence to aviation regulations. Known for strategic problem-solving, effective communication, and a commitment to excellence. Career goal: To leverage extensive experience and skills in a challenging role within the aviation industry.

Overview

4
4
years of professional experience
9
9
years of post-secondary education

Work History

Lufthansa Flight Co-ordinator (Lead Agent)

Menzies Aviation
Edinburgh, Midlothian
07.2024 - Current
  • Responsible for the day-to-day smooth running of Lufthansa and Edelweiss/Swiss check-in and boarding gates.
  • Assisting staff with common issues such as travel document checks, ticketing issues and, general passenger queries.
  • Ensuring boarding gates and check-in are run as efficiently as possible to ensure consistent on-time departures and minimise any potential delays.
  • Ensure staff are compliant with Menzies and Lufthansa Group SOP's, putting health, safety, and, security first.
  • Deal with disruption/cancellation with confidence, providing consistent, excellent service through potentially challenging days.
  • Leading the team, allocating staff to ensure optimum productivity and exceed expectations for passengers and airline customers.
  • Provide open feedback to colleagues to ensure they are giving the best service possible and learn from experiences.
  • Communicate effectively and liaise with other members of management to evaluate, review, and, improve performance.
  • Act as a role model for the team to lead by example, conducting themselves professionally at all times to ensure a positive brand image.


Passenger Service Agent

Menzies Aviation
Edinburgh
05.2023 - 10.2024
  • Providing excellent customer service to all passengers, meeting product-specific requirements and going above and beyond to exceed expectations
  • Ensuring safety and security is at the heart of everything we do, from check-in desks to gates, we never compromise ourselves or anyone else
  • Using a variety of DCS systems whilst adhering to product regulations, ensuring full compliance.
  • Having attention to detail when processing key information such as paperwork, processing bags, checking documents and visas etc
  • Working in an ever-changing, fast-paced environment with a wide variety of colleagues from different backgrounds and with different strengths
  • Using these strengths to ensure a smooth operation
  • Using problem solving skills in times of disruption, delays, staff sickness etc to assist the various areas of the operation
  • Proficient in Altea, Videcom and BA Fly.
  • Handled disruption cases such as denied boarding situations or flight cancellations calmly.
  • Created a comfortable travel experience for passengers by handling their queries efficiently.
  • Organised boarding gates with effective communication skills.
  • Accelerated check-in process by verifying passenger documents promptly.
  • Assisted in ensuring passenger safety during emergencies, demonstrating quick decision-making abilities.

ResLife Assistant

Queen Margaret University - Accommodation
Musselburgh
08.2021 - 10.2024
  • Company Overview: ResLife program concentrates on the wellbeing and growth of residents during their time with us
  • Looking after the needs of 800 students in the university’s residences
  • Reception duties such as answering calls, promptly responding to email enquiries, distributing, and sorting mail
  • Providing a wide variety of events such as days out, self-care kits movie nights etc
  • And looking after residents’ wellbeing from issues such as feeling homesick to flat disputes and conflict resolution
  • Making sure our residents have someone to talk to and provide any advice for a wide range of backgrounds
  • ResLife program concentrates on the wellbeing and growth of residents during their time with us

Mission Control Supervisor

YOTEL
Edinburgh
09.2023 - 12.2023
  • Leading a small reception team at one of Edinburgh’s premium new-concept hotels
  • Acting as Duty Manager when required of the 240+ bedroom hotel, being the first point of call for every department when problems arise
  • Overseeing check-in and check-out of large groups, meeting and assisting VIP guests, ensuring all needs are met
  • Learning an entirely new set of systems (Revinate, Zendesk, Opera Cloud, Ameniti) and using my existing transferrable skills to ensure a seamless experience for staff and guests alike
  • Resolving guest issues in a quick and efficient manner and providing customer service reconciliation where possible
  • Managed daily operations to increase productivity.

Events Officer

Queen Margaret University - Student's Union
Musselburgh
08.2021 - 08.2023
  • Company Overview: Planning and providing accessible, inclusive, and successful events for over 6000 students attending Queen Margaret University
  • From a weeklong catalogue of events for freshers to large scale events such as the end of year ball, making sure the student voice is heard was of prime importance
  • Working collaboratively with other officers and Union Staff so that we could work as a team to provide events all year round, helping promote a sense of community and promote student life
  • Planning and providing accessible, inclusive, and successful events for over 6000 students attending Queen Margaret University

Cinema Experience Manager

ODEON
Edinburgh
02.2021 - 06.2023
  • Duty manager & keyholder role, consisting of many responsibilities from stock ordering to training in a busy cinema with jointly run coffee shop.
  • Managing all aspects of the operation such as sound and projector maintenance, stock ordering, hiring, on-boarding and training new staff, allocating staff to various areas of the operation, building maintenance such as fire alarm tests, monitoring customer satisfaction reports and cash-handling
  • Leading a team of 30 to provide excellent customer service, meet high standards, and, continuously exceed KPI’s
  • Ensuring the correct paperwork/documentation has been completed and correctly processed
  • Ensuring customer satisfaction is at the heart of everything we do to encourage brand loyalty, repeat business, and, strong relationships with our customers
  • Resolved customer complaints promptly and professionally, demonstrating excellent problem-solving skills while maintaining the brand image of the cinema.
  • Managed cash handling procedures, reducing discrepancies in financial reports.
  • Ensured compliance with health and safety regulations, maintaining a safe environment for all visitors and staff members.
  • Led customer service initiatives resulting in repeat business and positive reviews from guests.
  • Instituted themed nights for attracting niche audiences and increasing revenue on low attendance days.
  • Catered to special requests from customers, winning their loyalty through personalised service.
  • Oversaw inventory management at concession stands to avoid stock-outs during peak hours.

Customer Services Assistant

Sainsburys
Edinburgh
02.2021 - 11.2022
  • Company Overview: Working in a fast-paced environment to ensure customers have the best experience possible whilst in the store
  • Varied role working in positions such as customer service, checkouts, self-service, and supervisor roles
  • Maintaining a good product knowledge as well as being able to problem solve
  • Answering and responding to telephone queries, dealing with customer queries such as complaints, refunds etc
  • Using a variety of systems
  • Acting as a first point of contact for customers with enquiries
  • Trained in other departments (online grocery) and helping other areas in the store as needed
  • Working in a fast-paced environment to ensure customers have the best experience possible whilst in the store

Education

Bachelor of Arts - Drama

Queen Margaret University
Edinburgh
09.2020 - 05.2024

SQA Advanced Higher, Higher & National 5 -

Mintlaw Academy
09.2014 - 06.2020

Skills

  • Cash Handling
  • Management
  • Leadership
  • Customer Service
  • Efficiency
  • Organisation
  • Time Keeping
  • Time Management
  • Upselling
  • Compliance
  • Fast Learner
  • Punctual
  • Passionate
  • Responsible
  • Confidence
  • Strategic
  • Written/Verbal Communication
  • Teamwork
  • Collaboration
  • Reliable
  • Committed
  • Professional
  • Accountable
  • Problem Solving
  • Flexibility and adaptability
  • Detail orientation
  • Passenger handling expertise
  • Aviation regulations understanding
  • Safety procedures compliance
  • Airport operations knowledge
  • Experience with ticketing systems
  • Efficient decision-making
  • Operation issue management

Custom

  • Niya Gelina, ResLife Coordinator, Accommodation Services, Queen Margaret University, Edinburgh, EH21 6UD, 0131 4740000
  • Sacha Forbes, Deputy Manager, Student's Union, Queen Margaret University, Edinburgh, EH21 6UU, 0131 4740000

Affiliations

  • Musical Theatre
  • Music Production
  • Aviation
  • Theatre
  • Politics
  • Human Rights

References

References available upon request.

Timeline

Lufthansa Flight Co-ordinator (Lead Agent)

Menzies Aviation
07.2024 - Current

Mission Control Supervisor

YOTEL
09.2023 - 12.2023

Passenger Service Agent

Menzies Aviation
05.2023 - 10.2024

ResLife Assistant

Queen Margaret University - Accommodation
08.2021 - 10.2024

Events Officer

Queen Margaret University - Student's Union
08.2021 - 08.2023

Cinema Experience Manager

ODEON
02.2021 - 06.2023

Customer Services Assistant

Sainsburys
02.2021 - 11.2022

Bachelor of Arts - Drama

Queen Margaret University
09.2020 - 05.2024

SQA Advanced Higher, Higher & National 5 -

Mintlaw Academy
09.2014 - 06.2020

Similar Profiles

CREATE PROFILE
Findlay McAdam