Emily Crafer

• Answering incoming calls, emails and messages, and assisting customers with their specific inquiries
• identifying requirements and recording information into computer systems
• coaching staff and assisting call centre operators to resolve problems and customer inquiries
• developing rosters and managing staff numbers to meet work flows
• listening to calls conducted by call centre operators and providing performance feedback
• monitoring and timing calls
• creating further interest in the service and services by offering customers more information about the service
• issuing invoices
• Oversees and determines work requirements, monitors telephone calls, coaches and allocates duties
• Answers customer telephone, email inquiries about services.
• Assisted in training new hires, sharing best practices for call-taking procedures.
• Dispatching ambulances

I would always work to prioritise passenger safety and comfort during flight whilst still providing a premium customer experience.

I have acquired an invaluable set of skills from working and meeting people from all over the world and from a wide variety of backgrounds, all of whom have unique needs and expectations.

I was able to show ingenuity when faced with possible controversial situations to ensure any problems could be overcome.

I excelled in a fast paste environment whilst always ensuring an 'above and beyond' attitude to meeting passengers needs was maintained.

I always ensured all company procedures were followed in addition to keeping up with knowledge of updated security risks, health and safety notices and service standards and always adhering to these.

• Followed all safety protocols and took necessary precautions while providing care.
• Supported event organizers in maintaining a safe environment for attendees, providing prompt assistance when needed.

• Proactively communicated daily specials and promotions to customers while taking orders.

• 6 weeks training completed; Titan training included. Due to Covid19 I was made redundant.
• Attended training in customer service, first aid, firefighting, dangerous goods, wets training, customer service, sales and services conflict resolution techniques, and safety procedures to remain current on new requirements and procedures.

Operated for: BA City flyer, KLM City hopper, Flybe

• Offered answers to passengers' questions and resolved issues when they arose during flights.
• Inspected the interior of the aircraft prior to, during and after flights to ensure that emergency equipment was properly stowed.
• Met all airline and civil aviation regulations, ensuring that passengers were kept safe at all times.
• Delivered an exceptional level of service to each customer by listening to concerns and answering questions.

• Addressed customer service inquiries quickly and accurately.
• Replenished merchandise shelves with items from stockroom.
• Stocked and rotated inventory regularly.
• Prioritised tasks in order of urgency to create positive shopping experience for customers.