Summary
Overview
Work history
Education
Skills
Timeline
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FIONA DOWSE

Scone, Perth

Summary

Altruistic, self-motivated and assertive Psychology Graduate with over 9 years experience in the aviation industry. Has the ability to perform well in high-pressure scenarios and demonstrates excellent situational awareness. Seeking a new role that will challenge and offer me an opportunity for long-term professional and personal growth.

Overview

13
13
years of professional experience

Work history

Cabin Crew Member

British Airways
London
01.2015 - Current
  • Adhere to Standard Operating Procedures at all times whilst consistently delivering world class customer service in line with company service standards.
  • Conduct pre-flight aircraft checks, verifying placement and proper working order to maintain the highest levels of on-board security.
  • Trained to the highest standard in safety and emergency procedures (SEP) and aviation medical training, to ensure I am responsible and safe in my working practice, as set out by EASA and British Airways.
  • Build rapport with customers and provide outstanding customer service at all times whilst acting with empathy, diplomacy and tact.

Customer Assistant

Lidl GB
Blairgowrie, Perth and Kinross
05.2024 - Current
  • Greeting, assisting and serving customers in a friendly and helpful manner.
  • Handling cash transactions and processing returns.
  • Adhering to company policies and procedures.
  • Assisting with store maintenance and cleaning tasks.
  • Stocking shelves and ensuring products are displayed neatly and accurately.
  • Collaborating with colleagues to achieve store goals.

Retail Sales Associate

John Lewis & Partners
Edinburgh
11.2019 - 01.2020
  • Championed highest level of professionalism and expertise in communication and teamwork.
  • Operated cash registers with accuracy and processed cash and card transactions.
  • Fostered positive relationships with customers to enhance loyalty and retention.
  • Worked closely with stock team to guarantee product availability and meet client requests.

Spa Receptionist

Waldorf Astoria Edinburgh, The Caledonian
Edinburgh
07.2013 - 07.2014
  • Delivered outstanding customer service to 50+ daily guests within 5 star spa environment.
  • Managed guests' queries and reservations in person, online and by telephone.
  • Resolved client issues and complaints calmly and effectively, continually seeking positive outcomes.
  • Monitored office supplies inventory, promptly reordering low stock items to prevent workflow disruptions.
  • Coordinated and facilitated internal and external company events.

Call Centre Agent

Scottish Widows
Edinburgh
09.2011 - 10.2012
  • Handled high call volumes with accuracy and efficiency for optimum productivity.
  • Increased client retention by building instant rapport and establishing customer trust.
  • Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
  • Acted as first point of contact for customer issues and queries.
  • Continually updated customer databases, ensuring compliance with GDPR regulations.

Education

Bachelor of Science - Psychology

Queen Margaret University

Scottish Qualifications Certificate -

Leith Academy

Skills

  • Interpersonal aptitude
  • High emotional intelligence
  • Meticulous attention to detail
  • Impeccable time management skills
  • Safety Critical training including, but not limited to, aviation medicine, fire fighting, conflict management and hijacking

Timeline

Customer Assistant

Lidl GB
05.2024 - Current

Retail Sales Associate

John Lewis & Partners
11.2019 - 01.2020

Cabin Crew Member

British Airways
01.2015 - Current

Spa Receptionist

Waldorf Astoria Edinburgh, The Caledonian
07.2013 - 07.2014

Call Centre Agent

Scottish Widows
09.2011 - 10.2012

Bachelor of Science - Psychology

Queen Margaret University

Scottish Qualifications Certificate -

Leith Academy

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FIONA DOWSE