Melanie Smith

• CCollaborated with cross-functional teams to identify and address key areas of improvement in the customer journey.
• Established strong relationships with key stakeholders, fostering collaboration towards shared goals of improved customer experiences.
• Mentored junior team members and facilitated knowledge-sharing sessions, contributing towards a culture of continuous learning within the department.
• Played a key role in the development and launch of new products/services by providing valuable input on customer needs and expectations.
• Achieved increased levels of customer retention through diligent monitoring and addressing of potential issues before they escalated into larger problems.
• Verified associates and managers wowed customers through personal and attentive contact.
• Offered direction and gave constructive feedback to motivate team members.
• Built customer confidence by actively listening to concerns and giving resolutions.
• Collaborated with internal stakeholders to close gaps and improve customer experience.
• Uniform Design
• Launch of Onboard product.
• Cabin Crew Recruitment.

• During and after lockdown i studied Pilates and started a company called CoreFlex. I taught in gyms and golf clubs around Surrey and on zoom during Covid. When i moved to Bermuda in August 2022 I continued to teach zoom classes on a personal training basis. I learned many new skills including writing a website but ultimately it was the care and attention that i gave to the clients that made it a success.

• A passionate and dedicated role model representing and upholding the company brand.
• Driven to provide excellent customer service and team leadership at all times.
• Presenting a motivational pre- flight briefing to clearly define and establish expectations.
• Leading by example and creating a supportive and high performance culture.
• Providing ongoing team support, coaching and development.
• A proactive approach to problem solving and customer complaints.
• Managing medical issues onboard.
• Managing flight safety legalities and compliance.
• SELECTED KEY ACHIEVMENTS.
• Mentoring a team in the First Class and Business cabins, delivering an enhanced service to VIP and commercially important customers with professionalism, passion and discretion.
• Recruitment.
• Customer service training.
• Trialing new service routines onboard.
• British Airways Ambassador, representing the company at global events or operating on high profile flights.
• Aircraft Types 747 Classic 747 400, 777 200 777 300, 787, A380

Providing exceptional customer service, representing a luxury tour operator within 5 star London hotel's. Hosting guests from North America as their first port of call prior to their guided european tour.

SELECTED KEY SKILLS AND ACHIEVMENTS

Displaying strong organizational skills,

Delivering a bespoke service with a focus on attention to detail.

Collaborating closely with Hotel staff and internal company departments.

A creative and proactive approach to problem solving due to unforeseen circumstances.

Attending to customers with additional needs with patience and diplomacy

Providing information on various sites throughout area, relaying little-known stories to provide interest.

Communicating professionally with customers, answering questions and addressing concerns to boost satisfaction.