Ruth Grace Upjohn
Redbourn,Herts
Summary
Aviation training consultant with extensive experience in customer service, medical and safety training. Expertise in designing engaging training programs for diverse audiences, including cabin crew and pilots. Demonstrated success in enhancing operational efficiency while delivering exceptional customer experiences..
Overview
29
29
years of professional experience
6
6
years of post-secondary education
Work history
Aviation training consultant, Harrods Aviation customer service agent
Self employed
Luton, London Heathrow, Brize Norton
2013.01 - 2026.03
- Design and deliver engaging training sessions (safety and aviation medicine) for diverse audiences of cabin crew and pilots, utilising interactive learning techniques and multimedia resources, across various airlines.
- Facilitate airline safety courses for travel and tourism college students aged 16-17 at BA Global Learning Academy.
Cover emergency procedures, including doors, survival slides, raft usage, fire and smoke, and slide descent protocols.
Support students in understanding recruitment processes and key principles of customer service. - Deliver exceptional customer service and experiences to all guests at Harrods Aviation FBO.
International Airline Concierge and Cabin Crew
Air New Zealand
London Heathrow Base
2009.09 - 2014.04
- Facilitated personalised customer service to ensure every aspect ofthecustomer’s journey was fulfilled.
- Utilised effective communication skills to handle customer complaints, facilitating swift resolutions and maintaining service excellence.
- Offered detailed information about hotel's facilities and services, guiding guests effectively.
- Demonstrated flexibility and empathy in addressing customer concerns, utilising strong communication skills to adapt to diverse situations.
Pilates Instructor
Graceful Pilates
ST. ALBANS
2008.06 - 2009.09
- Led individual and group Pilates classes, enhancing client engagement and satisfaction. Developed and implemented effective training programmes to meet diverse client needs.
- Managed organisation planning and delivery of business operations to enhance overall efficiency.
Aviation medicine trainer and inflight manager
Silverjet Airline
Luton Base
2007.07 - 2008.06
- In charge of the safety and security of the aircraft cabin.
- Managed a team of cabin crew to ensure consistent and exceptional service was carried out.
- Delivered comprehensive courses in aviation medicine to enhance knowledge and safety for cabin crew and pilots.
Inflight manager, cabin crew & training consultant
Emirates Airline
Dubai, UAE
1997.08 - 2007.06
- Designed and implemented courses for cabin crew, pilots, and ground staff.
Developed training content covering first aid, aviation medicine, manual handling, and health & safety protocols.
Assisted in the rehabilitation of crew members returning to the workplace. - Ensured the safety and security of the aircraft cabin during all flight operations, constantly adapting to different situations.
- Engaged with customers from diverse backgrounds, demonstrating cultural sensitivity and respect for individual beliefs and practices.
- Oversaw team of cabin crew, fostering individual career development while ensuring all passengers received high-quality service and support during flights.
- Cultivated strong relationships with team members to positively impact overall flight performance.
Education
A-levels - Biology A, French A, Mathematics B
St. Albans Girls School
Sport and Exercise Science, Bachelor of Science -
Birmingham University
Birmingham 1990.09 - 1993.07
Physiotherapy, Bachelor of Science -
University of Manchester
Manchester 1994.09 - 1997.06
Skills
- Level 3 Award in Education and Training
- Aviation Immediate Care Certificate for Medical Instructors (Duradiamond)
- First Aid in the Workplace Certificate
- Pilates instruction
- Professional development for Trainer Certificate (ILM endorsed)
- Train the Trainer Certificate
Personal Information
I have actively participated in numerous fundraising charity events, including climbing Mount Kilimanjaro and reaching base camp at Mount Everest, raising funds in support of local hospitals in those regions.
As a keen runner, I have completed the London Marathon seven times in aid of PHAB, supporting its work to bring together disabled and non-disabled young people.
In 2015, I founded and organised a community charity event, The Redbourn Fun Run, which ran successfully for eight consecutive years (including a virtual event in 2020). I built long-term local support, secured sponsorship from local businesses, and grew participation to over 1,000 runners. The event raised more than £15,000 for local charities while also promoting physical activity and wellbeing across the community. It was subsequently nominated for a national award in recognition of its outstanding contribution to community engagement.
In addition, I volunteered with Guide Dogs, supporting visually impaired individuals to build confidence and reintegrate into their communities.
Timeline
Aviation training consultant, Harrods Aviation customer service agent
Self employed
2013.01 - 2026.03
International Airline Concierge and Cabin Crew
Air New Zealand
2009.09 - 2014.04
Pilates Instructor
Graceful Pilates
2008.06 - 2009.09
Aviation medicine trainer and inflight manager
Silverjet Airline
2007.07 - 2008.06
Inflight manager, cabin crew & training consultant
Emirates Airline
1997.08 - 2007.06
Physiotherapy, Bachelor of Science -
University of Manchester
1994.09 - 1997.06
Sport and Exercise Science, Bachelor of Science -
Birmingham University
1990.09 - 1993.07
A-levels - Biology A, French A, Mathematics B
St. Albans Girls School