MELANIE BERBAKOV

Onboard Coach responsible for:

• Supervising large teams with guidance, support and direction on the delivery and implementation of the new Business Restyle Service
• Provided personalized coaching to enhance individual strengths and address areas needing development among crew.
• Facilitated a culture of Change Management - onboard leader in Business Restyle Trials
• Fostered a positive learning environment that encouraged crew engagement and confidence-building.
• Established clear goals and expectations in pre-flight briefing regarding service flow and focus areas
• Contributed to higher customer loyalty ratings by equipping cabin crew with the skills needed to provide exceptional in-flight experiences for passengers.
• Managed escalated customer issues, ensuring prompt and satisfactory resolutions.
• Conducted regular performance evaluations and monitored team metrics providing constructive feedback to support Company objectives and individual growth.
• Collaboration with Service Design Team Management, responsible for Coach Reports, Company PSR

BFA Responsible for:

• Adhering to strict Standard Operational Procedures
• First Aid, Responsible Service of Alcohol, In-flight Safety, Security and Comfort and Security of passengers
• Maintaining Regulatory Training and Requirements
• Premium Customer Service focus for Frequent Flyer and Premium Loyalty Passengers
• Organizational Skills, Time Management, Galley Management
• Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.

Domestic NZ/ Trans-Tasman/ Pacific

Responsible for:

• Supervising a team of cabin crew to deliver timely customer service operations in compliance with all company regulatory requirements, organizational standards and approved company procedures.
• Led pre-flight briefings for cabin crew team, outlining expectations and responsibilities for each flight.
• Collaborated with flight crew/ground crew for seamless OTP, passenger loads and improved efficiency during flights.
• Daily crew performance report, feedback, mentoring
• Intelex reporting, well developed communication skills with all Internal/External Stakeholders
• Played a key role in handling emergency medical situations, instructing and coordinating crew in managing events at hand
• Participated in ongoing professional development opportunities in order to maintain a high level of expertise within the cabin manager role.
• Resolving customer complaints and any onboard issues