Zoe Gumpright
Worthing ,West Sussex
Summary
Airport operations professional with extensive experience in passenger operations and customer service. Expertise in stakeholder communication, operational coordination, and emergency response. Demonstrated ability to uphold safety and service standards while effectively managing disruptions in a high-pressure environment.
Overview
1
1
Certification
29
29
years of professional experience
Work history
Passenger Operations Coordinator
Gatwick Airport
Horley, Surrey
2023.04 - Current
- Build strong relationships with key stakeholders to ensure seamless day-to-day operations. Deliver clear and effective communication, enabling quick decision making and maintaining smooth operations during both routine and disruptive situations.
- Monitor operations and identifying opportunities to improve efficiency and customer experience.
- Support resilience and contingencies during disruptions and peak-demand periods.
- Manage competing priorities and make effective decisions under pressure.
- Maintain high standards of safety, security and operational compliance. Manage reports of unattended bags, following airport procedures.
- Part of a team during operational issues, driving swift resolution and minimising disruption.
- Support the delivery of a safe efficient terminal in a fast- paced airport environment.
- Respond to first aid and medical incidents within the terminal.
Laser Practitioner and Skin Specialist
Zapp Laser Studio
Hove, Brighton and Hove
2021.05 - 2022.12
- Performed advanced laser and skin treatments while ensuring high standards of client care, safety and treatment outcomes.
- Conducted client consultations, developed personalised treatment plans and built strong relationships through professional communication and customer service.
Senior Beauty Therapist
Beauty Secrets
Horsham, West Sussex
2020.09 - 2021.03
- Provided a range of beauty treatments and excellent customer service.
- Built strong client relationships through consultations and professional care.
Cabin Crew Member
British Airways
Hounslow
1999.10 - 2020.08
- Clear and fast communication in time-critical situations, including medical issues, security concerns and operational disruptions.
- Stayed calm and followed procedures during medical emergencies, emergency actions, and challenging operational situations, ensuring accurate and timely communication.
- Worked closely with gate staff, dispatch and ground handlers to maintain smoother operational performance.
- Followed strict safety and security procedures, escalating concerns quickly when required.
- Demonstrated strong teamwork and communication across multiple airport departments.
- Provided clear updates and strict instructions to passengers and colleagues during fast-changing situations.
- Completed accurate incident reporting, documenting safety concerns, passenger issues, and operational irregularities.
- Acted as a British Airways brand ambassador, delivering excellent customer service and representing the airline professionally.
Senior Customer Service Agent
British Airways
Hounslow
1997.07 - 1999.10
- Delivered exceptional customer service in a fast-paced airport environment, assisting passengers with check-in, boarding and travel enquiries.
- Supported operational efficiency by resolving customer issues, coordinating with other stakeholders to maintain a smooth operation.
Education
NVQ Level 3 -
Chichester College
ChichesterGCSEs -
Worthing High School
Worthing, West SussexSkills
- Excellent communication and customer service skills
- Able to work calmly under pressure and resolve problems effectively
- Experienced in airport operations, safety and security procedures
- Strong teamwork and stakeholder relationship skills
- Confident managing incidents and responding to operational disruptions
- Organised, adaptable and able to prioritise competing tasks
Certification
- TRiM Practitioner
- Took part in cohort four of Gatwick Empowering Woman to Achieve course Apr-July 26
Timeline
Passenger Operations Coordinator
Gatwick Airport
2023.04 - Current
Laser Practitioner and Skin Specialist
Zapp Laser Studio
2021.05 - 2022.12
Senior Beauty Therapist
Beauty Secrets
2020.09 - 2021.03
Cabin Crew Member
British Airways
1999.10 - 2020.08
Senior Customer Service Agent
British Airways
1997.07 - 1999.10
NVQ Level 3 -
Chichester College
GCSEs -
Worthing High School