Machele Sharon Hanson
Epsom Surrey
Summary
Experienced In-Flight Service leader offering over 6 years working in the airline industry in various inflight service leadership positions and over 10 years management experience. Proven skills in responding to emergency situations and maintaining calm demeanor under pressure. Pursuing the IFS OCC Manager position to provide servant leadership and support to line flight attendants and to help them reach their full potential and embrace diversity while connecting with our customers on the global stage.
Overview
15
15
years of professional experience
Work History
Cabin Crew Member
British Airways
04.2019 - Current
- Builds positive relationships with leaders and Flight Attendants in order to maintain workforce engagement, commitment, and flexibility.
- Responsible for the performance-based management of large teams of Flight Attendants on all KPIs such as safety, reliability customer satisfaction, finances, etc. through actions including recognition, coaching, and verbal and written delivery of necessary corrective action when appropriate.
- Ensures safety awareness and compliance.
Promotes health, wellness, safe work environment and safe work practices. - Responsible for ensuring and addressing Quality Assurance issues such as uniform compliance, overall performance, and customer satisfaction.
Partners with base support personnel, other divisions, and internal/external partners including IFS employee involvement groups to provide information, input and solutions for continuous improvements for base operational needs and personnel or administrative issues. - Participates in leader flying program; includes on-board customer and employee engagement while supporting Flight Attendant crew.
Proactively responds to and acts upon time sensitive matters and competing priorities requiring base communication, input and/or feedback. - Provides primary support to Flight Attendants before, during and after flight departure.
- Acts as liaison and support for assigned projects within the base and/or division.
- Communicates frequently with remote Flight Attendant workforce from base location.
- Role models Delta's Rules of the Road and core values.
- Practices safety-conscious behaviors in all operational processes and procedures.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Stocked cabin with safety guides, airsick bags and cleaning products after every flight.
- Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Answered passenger questions and provided solutions to issues arising during flights.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
- Relayed updates and information to passengers after confirming key details with pilot.
- Resolved passenger conflicts and medical emergencies during flights.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Collected trash, tidied up aisles and wiped down surfaces during and in between flights to keep cabin clean.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Ensured safety and comfort of customers onboard aircraft.
Senior Cabin Crew Member
British Airways Gatwick
04.2013 - Current
- Supervised and managed the administration of property and equipment totaling more than $12.3 million.
- Mentored 43 combat medics (68W) to align performance with Army Values and promote personal and professional development.
- Prepared operation plans and orders to support the health and welfare of an Armored Reconnaissance Squadron.
- Received and implemented combat orders and directed deployment of personnel in offensive, defensive and retrograde operations.
- Maintained health records for Army Soldiers.
- Accomplished all assigned missions by providing exceptional leadership, equipment maintenance and consistent monitoring of platoon functionality.
- Managed receipt, storage, and issue of medical supplies.
- Administered medications and immunizations.
- Effective decision-maker in high-pressure environments.
- Trained and instructed subordinates and supported units on medical training.
- Planned and coordinated resources to execute training activities and missions.
- Mentored and coached soldiers to facilitate professional development and create a platform for future leadership.
- Answered passengers' questions about flight, aircraft and destination.
- Assisted passengers in boarding and deplaning aircraft.
- Advised passengers of flight regulations to maximize safety and security.
- Collaborated with flight crew to maximize smooth and safe flights.
- Completed pre-flight safety checks to reinforce passenger safety.
- Delivered food and beverage service, reading material and other in-flight services.
- Responded to passenger emergencies to provide first aid.
- Used excellent customer service skills in addressing passengers' needs.
- Offered personalized assistance to children, elderly and passengers with special needs.
- Monitored cabin during flights and responded to passenger inquiries or issues.
In-Flight Service OCC Manager
Delta Air Lines
02.2020 - 12.2020
- Responsible for handling operationally critical flight attendant and customer issues in the Operations & Customer Center, a 24/7 operation.
- Serves as a direct link for In-Flight Service leadership for operational awareness and is responsible for handling/coordinating all emergency action for the In-Flight Service department.
- Tracks and trends maintenance data, identifies Cabin Maintenance/Customer Service Excellence item issues, manages the Everbridge divisional notifications and communicates to bases and other areas of the OCC to mitigate customer and crew impact.
- Interacts with all other operational departments within the Operations/Customer Center to facilitate strong operational integrity.
- Records and tracks customer and flight attendant issues handled by the Operations/Customer Center.
- Participates in Emergency Action/Response drills.
- Responsible to attend all OCC briefings and disseminate pertinent information to all levels.
- Intercede with flight attendant scheduling and reroute situations to provide assistance to flight attendants.
- Provide assistance to flight leaders and pursers for customer issues while in-flight.
- First point of contact for various IFS situations during IROPS and after hours.
- Provide face-to-face communication to the flight attendants through system-wide base visits as well as interaction with flight attendants in an aircraft environment.
- Practices safety-conscious behaviors in all operational processes and procedures.
Flight Attendant/Purser
Delta Air Lines
09.2015 - 02.2020
- Listened to customer feedback and responded to maintain or improve processes.
- Offered answers to passengers' questions and resolved issues that arose during flights.
- Served beverages and food items and provided key information about offerings to passengers during flights.
- Promoted efficient use of storage space by instructing passengers on best methods for stowing luggage in overhead compartments and under seats.
- Supervised up to eleven flight attendants during international flights ensuring consistent delivery of onboard service and Strive for 5 behaviors.
- Demonstrated and clearly explained safety processes and emergency procedures to passengers before takeoff.
- Politely greeted incoming passengers and provided direction to seat locations to facilitate the boarding process.
- Ensured that prompt communications were distributed between the flight deck and the cabin crew.
- Inspected interior of aircraft prior to, during, and after flights to ensure proper stowing of emergency equipment.
- Promoted passenger and crew safety by maintaining airline and federal aviation regulations at all times.
Paramedic
Scott County Life Saving Crew
06.2009 - 12.2013
- Assessed scene on arrival to identify potential safety issues and hazards affecting first responders.
- Cleaned wounds and applied gauze and bandages to prevent infection.
- Demonstrated dedication to providing quality care through continued training and education.
- Monitored patients from scene to hospital transfer while conducting in-transit care.
- Treated patients suffering from variety of illnesses and ailments, including heart attacks, strokes, and motor vehicle accident injuries.
- Adhered to all protocols and procedures to maintain safety of patients and paramedic crew.
- Remained level-headed and proactive during emergency situations.
- Administered CPR and other life-saving techniques on patients in cardiac arrest.
- Managed care in field and in-transit, including performing standard testing and administering necessary medication.
- Conducted equipment inspections and vehicle checks in adherence with required maintenance schedules.
Education
Diploma - IATA Aviation Management
Embry-Riddle Aeronautical University
Daytona Beach, FL08.2020
Bachelor of Science - Aviation Management
Middle Tennessee State University
Murfreesboro, TN05.2015
Skills
- FAA regulations
- Company culture and values
- Brand promotion
- Emergency situations management
- Business operations
- Supervision
- Safety procedures
- Planning and coordination
- Problem resolution
- Operational improvement
- MS Office
- Bilingual - English and Spanish
- Conflict mediation
- Adaptable and organized
- Diversity and Inclusion
- Safety-oriented
- Skilled multi-tasker and fast learner
- Excellent judgment
- Superior communication skills
- Training and coaching
- Compliance and Regulations
- Quality Control
- Relationship Management
- Employee Interaction
- Meetings and Presentations
- Equipment Monitoring
- Maintenance Requests
- Company Policy Adherence
- Customer Assistance
- Disability Services
- Conflict Mediation
- Training and Mentoring
Additional Information
A confident manager of 10 years airport retail experience. In flight manager for European Aviation air charters in the late 1990’s
Looking for a similar position with British Airways.
Timeline
In-Flight Service OCC Manager
Delta Air Lines
02.2020 - 12.2020
Cabin Crew Member
British Airways
04.2019 - Current
Flight Attendant/Purser
Delta Air Lines
09.2015 - 02.2020
Senior Cabin Crew Member
British Airways Gatwick
04.2013 - Current
Paramedic
Scott County Life Saving Crew
06.2009 - 12.2013
Diploma - IATA Aviation Management
Embry-Riddle Aeronautical University
Bachelor of Science - Aviation Management
Middle Tennessee State University