Liisi Puutsa

Experience

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  Ryanair - Europe's Favourite Airline

  Dec 2004 - Jan 2006

  Cabin Crew

  Ensuring passenger safety and assistance. Ground duties included: boarding; passenger marshalling; public announcements; and commencing in-flight service. Gained position as Cabin Crew Training Assistant after six months.

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  Nordic Airways

  May 2006 - Oct 2006

  Cabin Crew / Cabin Chief

  Initially a cabin crew member, I gained position as Cabin Chief within two months. This was my first leadership position, where I was responsible for a crew of three, supervising cabin operations, and building strong teamwork and customer relationships.

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  First Flight Forwarders Ltd.

  Feb 2007 - Jun 2008

  Passenger Service Agent

  Tracing lost luggage using World Tracer software system, assisting customers regarding luggage enquiries, and arranging delivery of lost luggage globally.

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  Reach, a division of Acosta

  Jun 2008 - Jul 2011

  Shopping Ambassador

  Employed in the airside Departure Lounge at Stansted Airport, I was assisting passengers with any query or difficulty they may have as well as assisting sales. Proactive rather than passive engagement, one aspect of which was to be occasionally contracted out to other companies to promote products and services for them.

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  Reach, a division of Acosta

  Feb 2012 - Jul 2013

  Passenger Service Manager

  Passenger Service Manager directly in charge of recruiting, developing, training and managing a team of 35 Customer Service Ambassadors. Additionally, I lead a subordinate manager and our team of 35 employees. Responsibilities included budgeting, client presentations, data analyses and compiling and presenting periodic reviews. I enjoyed three promotions while at Heathrow.

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  Smarte Carte UK Ltd

  Aug 2013 - Aug 2016

  Heathrow Station Manager

  Initially the Support Manager for Bagport’s UK’s stations nationwide, I exceeded expectations and was promoted to Heathrow Station Manger after five months.- headed Heathrow’s Lost Property station; - lead, developed and trained a team of 35 Service Associates and three Supervisors; - handled all aspects of performance management;- initiated and drove salary structure change for our team and reduced staff turnover by 50%;- empowered the team to continuously meet our KPIs and SLAs;- oversaw an initiative to develop new in-house software for Bagport UK;- identified and pursued new commercial opportunities: I secured three new airline clients;- streamlined and facilitated all recruitment drives; - built and developed key internal and external customer relations;- resolved customer escalations and slashed customer complaints by 70%. Show less

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  No1 Lounges Ltd

  Oct 2019 - Jan 2020

  Duty Manager