Mavis Addo
London
Summary
Highly motivated and reliable customer service professional with experience as a Passenger Service Agent at Luton and Heathrow Airports. Experienced in assisting passengers, understanding customer needs, resolving queries and delivering excellent service in fast-paced airport environments. Previous experience as a Care Assistant and Office Manager has further strengthened my communication, empathy, organisation, teamwork and time management skills. I have also completed a Cabin Crew Preparation Course and studied Airline and Airport Management, developing my knowledge of airline operations, passenger services, safety procedures and the responsibilities required to succeed within the aviation industry.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Care Assistant
Blue Bird Care
London
08.2024 - Current
- Provided personalised care and support to residents, enhancing their quality of life.
- Built strong, trusting relationships with patients by providing continuous support and delivering best possible care.
- Provided emotional support and companionship, building trusting relationships.
- Assisted with daily living activities, promoting independence amongst elderly clients.
- Supported residents with mobility issues, using equipment safely to aid movement.
- Communicated respectfully with clients to foster trust and understanding., respecting the dignity of those in care.
- Maintained clean and hygienic living environments, ensuring comfort and safety.
- Documented care provided, ensuring accurate and up-to-date records were kept.
- Attended training sessions to improve care techniques and knowledge., continuously improving care techniques and knowledge.
- Prepared and served nutritious meals, catering to diverse dietary requirements.
- Administered medication under supervision, adhering to strict healthcare guidelines.
- Actively listened to patients' complaints and feedback, actioning improvements to continuously elevate quality of care.
Office Manager
Rhema Security Contracts Limited
London
01.2023 - 08.2024
- Handled office correspondence, including emails, phone calls and mail, ensuring timely and effective communication.
- Coordinated HR processes for new starters, setting up on systems and issuing contracts to facilitate seamless onboarding..
- Manage and oversee the recruitment process, including interviewing candidates
- Ensured compliance with health and safety regulations, creating a safe working environment.
- Greeted visitors at reception, delivering a welcoming first impression of the company.
Passenger Service Agent -
GH London Ground Handling Services - Luton Airport
Luton
08.2021 - 01.2023
- Assisted with check-in for Wizz Air airline, issuing boarding passes to enhance passenger flow
- Facilitated boarding by making announcements at the boarding gate, ensuring timely departures
- Inspect, verify customer documentation and comply with legislation
- Conducted security checks, weighed baggage, and managed excess baggage to ensure compliance and safety
- Communicating with dispatcher, following safety & security procedures
- Supporting unaccompanied minor and providing general support to passengers, including passengers arriving late to the check-in desk
- Operated ticketing counter efficiently during peak hours
Care Assistant
HC-one Limited
London
01.2020 - 08.2021
- Delivered personalised care and support to residents, significantly improving their quality of life.
- Assisted with daily living activities, promoting independence amongst elderly clients.
- Supported residents with mobility issues, using equipment safely to aid movement.
- Managed challenging behaviour with sensitivity, fostering a supportive, person-centred environment.
- Provided emotional support and companionship, building trusting relationships.
- Listened to patients' complaints and feedback, implementing improvements that enhanced overall quality of care.
- Documented care provided, ensuring accurate and up-to-date records were kept.
- Participated in training sessions, continuously improving care techniques and knowledge.
Passenger Service Agent
Lufthansa Airline- Menzies
Heathrow
09.2009 - 03.2011
- Managed check-in counters, processed passenger tickets, and verified travel documents to facilitate smooth boarding procedures.
- Checked-in passengers for departure, accepted bags and shared important requirements.
- Handled baggage check-in processes, including weighing, labelling, and ensuring safe transfer to aircraft, adhering to airline regulations.
- Assisted with passenger check-in at Lufthansa Airlines by verifying travel documents and providing boarding passes.
- Met and greeted arriving, departing and transferring passengers and communicated relevant updates.
- Welcomed passengers at the airport, providing them with important information and assistance to enhance their travel experience. and provided boarding instructions.
Education
Bachelor of Arts - Social Work
University of East London
London, ENG01-2028
Diploma of Higher Education - Access to Social Work
Barking and Dagenham College
Romford01-2023
Certificate of Higher Education - English Functional skills
Barking and Dagenham College
Romford01-2023
Cabin crew training course
Heathrow Aviation Academy
London, ENG01-2022
Certificate of Higher Education - Airline and Airport Management
Thames Valley University
London, ENG01-2007
Skills
- Customer service excellence
- Communication skills
- Problem Solving
- Teamwork
- Time Management
- Conflict Resolution
- Empathy
- Attention to detail
- Computer Literacy
- Cultural awareness
- Flexibility and reliability
Certification
- Air Cabin Crew Preparation
- BA(Hons) Airline and Airport
Management - GCSE- Mathematics / English
- English Functional Skills
- HE Diploma in Social Work
- GSAT
- Dangerous goods training
- Manual Handling
- Equality and diversity
- Emergency procedures
- Safer People handling
- Health and safety
Timeline
Care Assistant
Blue Bird Care
08.2024 - Current
Office Manager
Rhema Security Contracts Limited
01.2023 - 08.2024
Passenger Service Agent -
GH London Ground Handling Services - Luton Airport
08.2021 - 01.2023
Care Assistant
HC-one Limited
01.2020 - 08.2021
Passenger Service Agent
Lufthansa Airline- Menzies
09.2009 - 03.2011
Bachelor of Arts - Social Work
University of East London
Diploma of Higher Education - Access to Social Work
Barking and Dagenham College
Certificate of Higher Education - English Functional skills
Barking and Dagenham College
Cabin crew training course
Heathrow Aviation Academy
Certificate of Higher Education - Airline and Airport Management
Thames Valley University