LORRAINE NORMAN
Ashtead
Summary
I am a highly focused, confident and self motivated individual with unique adaptability skills. I thrive on being successful in any role I undertake. I have enjoyed twenty five years of loyal, continuous service for British Airways. I take a proactive approach and together with good written and verbal communication skills I have always formed positive relationships within the workplace.
Overview
26
26
years of professional experience
Work History
Customer Experience Representative
British Airways
01.2021 - Current
- Delivering excellent customer service and the understanding of our airport operation
- Dealing with customers, staff and stakeholders in an ever changing environment
- Liaise and coordinate and listen with all areas of the airline business
- Assisting with the operation in times of disruption whilst protecting punctuality and revenue
- Rebooking and ticketing our customers with missed connections
- Repatriating our customers with their misplaced baggage and personal items
Customer Service Supervisor
British Airways
01.2019 - 01.2021
- Allocation of staff to ensure their engaged and clear of their roles and responsibilities
- Assisting with various situations with customers, staff and stakeholders
- Managing up to twenty five staff on shift whilst keeping the Zone running proficiently
Senior Customer Service Agent
British Airways
01.2004 - 01.2019
- Accountability for ensuring prompt departures of Domestic, International and European flights
- Dealing with over bookings, offloads, downgrades and standby customers
- Delegating staff to board flights, manage hand baggage and communicating with our customers whilst making boarding gate announcements and checking visas and passports
- Close liaison and communication with Aircraft Dispatchers, Flight Connections and Customer Operation Managers
- System proficiency in, PRS, FLY, JFE, FICO and World Tracer
- Senior Roving agent making sure our operation runs smoothly and efficiently through communication skills, listening and empathy
Customer Service Agent
British Airways
01.1999 - 01.2004
- Knowledge of all British Airways operations in our business in all Terminals
- Accountable for ensuring safe on time departures of all British Airways aircraft
- Embracing new technology and display all our Hallmarks
Education
High School - undefined
St Columbia’s High School
Technical College - undefined
Clydebank Technical College
Skills
- Reservation Ticketing Course 1
- Reservation Ticketing Course 2
- Coaching First Wing
- Training Firearms Procedures & Policies
- Office Coordinator and Role Model
- Young Person Chaperone and Ambassador
- Baggage Arrivals Services
Timeline
Customer Experience Representative
British Airways
01.2021 - Current
Customer Service Supervisor
British Airways
01.2019 - 01.2021
Senior Customer Service Agent
British Airways
01.2004 - 01.2019
Customer Service Agent
British Airways
01.1999 - 01.2004
High School - undefined
St Columbia’s High School
Technical College - undefined
Clydebank Technical College
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