Experience

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  Thomson holidays/horizon holidays

  May 1987 - Oct 1989

  Overseas representative

  Looking after our guests' needs and ensuring they have a memorable holiday.As the only representative for the company on Lake Como I had ultimate responsibility for five hotels and the enjoyment and welfare of all guests on the lake. A great opportunity early in my career to learn customer service skills, problem solving, prioritising and working under pressure.

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  British airways

  May 1990 - Sept 2020

  Responsible for the management of a different team of cabin crew each trip.- leading by example and setting clear expectations from the outset- overseeing the care of some of British Airways' most important customers- responsible for my team's compliance with all safety and security related matters- managing any shortfalls in standards effectively and appropriately- proven record of managing and motivating a team- excellent resource management skills in challenging situations- quick decision making and problem solving under pressure of time/demands- encourage teams to embrace change as part of corporate strategy- managing expectations- ultimately responsible for resolution of customer service issues and service recovery to improve customer satisfaction- culturally aware and diversity inclusive- selected to take part in VIP flights and events- attended numerous customer service and management courses and events Show less Consistently delivering world class customer service- compliant with all latest safety and emergency procedure including aviation medicine and treating a casualty in a remote environment- proactive and intuitive customer service- being flexible and adaptable- not routine driven- ability to make decisions quickly and under pressure with a good sense of priority- detailed product knowledge- looking after British Airways' most important private and corporate customers- selected to operate VIP flights- culturally aware and diversity inclusive- taking responsibility for proceeds of duty free sales and keeping them safe until return to base- communicating with the whole team- taking ownership of customer service issues Show less

  • Purser/Inflight Manager - Worldwide

    Jul 1998 - Sept 2020

  • Cabin Crew - Longhaul

    May 1990 - Jul 1998
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  Self-employed

  Sept 2004 - now

  Working with my husband, initially invited to work alongside one of the most prestigious construction companies in the South East, under the name William Cotter, derived from our middle names.I also have a keen interest in Feng Shui and how the organisation of one's home can have an effect on all aspects of one's life.- experienced in all aspects of interior design- focussing on the customer as an individual- looking at the space as a whole to unlock hidden potential- offering everything from a consultation or home staging through to a complete design service- coordinating major projects from design to completion- established excellent relationship with service partners, contractors and suppliers to offer a seamless service Show less

  • First Aid Instructor

    Dec 2023 - now

  • Interior Designer

    Sept 2004 - now
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  Prosafe consultants

  Mar 2022 - now

  Consultant trainer