Helen Burns
Liverpool,Merseyside
Summary
Over 30 years of experience in customer service within the hospitality industry. Proven ability to adapt to various working environments while maintaining a strong work ethic. Demonstrated commitment to delivering exceptional service and enhancing customer satisfaction. Skilled in managing diverse tasks and collaborating effectively with team members.
Overview
32
32
years of professional experience
Work History
Airline Cabin Manager
easyJet
Liverpool Airport, Merseyside
06.2004 - Current
- Responded to passenger complaints with empathy and professionalism, resolving issues promptly.
- Monitored cabin crew performance, providing feedback and coaching for continuous improvement.
- Coordinated with pilots and ground staff to facilitate smooth boarding and deplaning processes.
- Managed cabin crew teams, overseeing all in-flight service procedures to enhance passenger satisfaction.
- Trained new cabin crew members in customer service excellence and safety procedures.
- Promoted a culture of safety and teamwork, leading by example and fostering a positive work environment.
- Remained calm in highly stressful situations, maintaining order and following emergency procedures.
- Implemented safety measures during flights, leading emergency procedures when necessary.
- Conducted regular checks on cabin equipment and supplies, maintaining standards for safety and comfort.
- Conducted pre-flight briefings for cabin crew, outlining specific flight details and safety protocols.
- Attended to customer enquiries and concerns, providing swift resolution.
- Administered first aid and medical assistance to passengers in need, maintaining calm and control.
- Supervised in-flight sales of duty-free goods, increasing revenue and promoting airline merchandise.
- Kept cabins clean, tidy and safe with continuous care.
- Oversaw cabin cleanliness and presentation, ensuring a welcoming atmosphere for passengers.
- Attended pre-departure briefings, collaborating with constantly changing teams.
- Analysed customer feedback to identify areas for service improvement and implement necessary changes.
Online Shopper
Sainsbury’s
Liverpool, Merseyside
06.2020 - 06.2021
- Worked quickly to pack orders in an efficient way and minimise damage or shifting of products.
- Arrived promptly at arranged locations to maintain timely schedules.
- Facilitated seamless online shopping experiences, selecting and purchasing items on behalf of clients.
Trainee Department Store Manager
Ethel Austin LTD
Liverpool, Merseyside
08.1994 - 05.2004
- Built strong relationships with customers throughout researching, planning and purchasing journey to increase customer satisfaction.
- Improved store performance and profits by providing motivational and supportive environment, helping sales teams to exceed KPIs and targets.
- Directed daily operations of the department store, including inventory management, customer service, and sales strategies.
- Actioned customer feedback to improve product and service provisions.
- Coordinated visual merchandising, ensuring displays were attractive and aligned with current promotions.
Education
GCSEs - High School
Higher side Comprehensive
Liverpool01-1994
Skills
- Customer service
- Team management
- Safety compliance
- Conflict resolution
Hobbies and interests
- I am a keen gym enthusiast and enjoy keeping fit and I also love swimming.
i have two teenage children who’s hobbies take up a big proportion of my time.
Additional Information
- I am a friendly and approachable in that has over 30 years experience in the customer service industry
- I work well alone and as part of a team and can adapt to any situation.
Timeline
Online Shopper
Sainsbury’s
06.2020 - 06.2021
Airline Cabin Manager
easyJet
06.2004 - Current
Trainee Department Store Manager
Ethel Austin LTD
08.1994 - 05.2004
GCSEs - High School
Higher side Comprehensive