Nicola Johnston
Horsham
Summary
Highly motivated and trustworthy professional with over 15 years' experience in Customer Service, an excellent communicator with a hands-on approach and a drive to complete tasks to a high standard to ensure satisfaction in line with business demands. Adept at customer management, a creative and innovative thinker with a drive to deliver effective results and achieve company objectives.
Overview
8
8
years of professional experience
Work history
Duty Officer
British Airways Holidays
2023.06 - Current
- Part of a 24-hour response team providing crisis and incident management to customers in resort.
- Effective and robust decision-making, delivering clear communications and daily handovers to IFCE and Global Operations.
- Enhancing customer satisfaction by finding solutions and putting the customer at the heart of everything we do, recording trends and driving for continuous improvement.
- Building excellent relationships with Customer Engagement Centres / FFP by encouraging two-way communications and team work.
- Processing urgent live ticketing amendments during times of disruption, supporting revenue management and commercial colleagues to maximise efficiency and business policies.
HR Resourcing Delivery Executive
British Airways
Short Term Secondment
2022.08 - 2023.06
- Large scale recruitment project, managing the communications for vetting, security and background checks.
- End-to-end onboarding of new colleagues in line with BA Policy and Compliance ensuring positive candidate experience with a focus on quality and industry demands.
- Responsible for updating trackers – reporting trends to optimise current systems and processes.
- Manage supplier relationships with internal and external stakeholders with effective communication and reporting, delivering messages and driving forward positive changes.
- Deadline-led role, demonstrating successful timekeeping and task-focused while making effective decisions under pressure.
Cabin Crew / InFlight Lead / InFlight Manager
British Airways
2015.11 - 2022.08
- Responsible for leading a team, inspiring others and ensuring that all safety, security and service standards on-board are followed in line with policies and procedures in a fast paced environment.
- Motivating others, inspiring and developing my crew, delivering 360 feedback and communicating effectively between air and ground colleagues.
- Strong knowledge of the product, brand and focusing on quality and satisfaction. an ambassador for BA.
- Problem solving and decision making, reporting trends with a focus on effective best practices in line with KPIS and on time departure goals.
Education
Glasgow Caledonian University
Glasgow, GLGSkills
- Customer Service & Incident Management skills
- Strong Effective Verbal and Written Communicator
- Financial Analysis/Forecasting
- Highly Motivated and Driven Individual
- Empathetic and Positive Team Player
- Proficient in Airport Gateway, Amadeus, Microsoft, RefZ and X RezAgent
- In-depth knowledge of the BA brand, empathetic to individuals and operational needs and policies/procedures
- Innovator, Creative and Adaptable
- Excellent at expressing ideas and influencing others
Additional Experience
Overseas Entertainer In Charge / Head Rep with TUI UK and Ireland
Cabin Crew with Thomson Airways/First Choice and TUI
Fund Accountant at JP Morgan / Smith and Williamson Glasgow
Supporting Information
- Awarded Gold Pin Special Recognition Award for Exceptional Customer
Service in August 2014 from TUI UK and Ireland - Promoted to TUI's "DreamTeam" in Lapland-Winter Season 2014
- Certificate in Defuser Training from CCP Training and Development UK
- Represented BA at schools' Career Open Day in Glasgow
- BA Global Learning Academy Certificates from November 2015
Timeline
Duty Officer
British Airways Holidays
2023.06 - Current
HR Resourcing Delivery Executive
British Airways
2022.08 - 2023.06
Cabin Crew / InFlight Lead / InFlight Manager
British Airways
2015.11 - 2022.08
Glasgow Caledonian University