LISA HENDERSON
Swords,Dublin
Summary
I am very adaptable in all tasks that I set my mind too. Having worked in a Dublin based airline as a Senior Cabin Crew Member, I was at the forefront of dealing with the public and ensuring their satisfaction under some very difficult situations, as you can imagine an airline to be.
I thrive on meeting new people and absorbing all types of diverse situations. I have a pro-active approach to any potential problems or emergencies in my work and like to deal with them efficiently before they develop. I took up and learned Spanish as a second language as I had aspirations to live and work there which I have achieved as you will see from below work experience.
Also having worked as a Telephone Sales Representative I developed a great sense of responsibility matching clients needs to their requirements. It called upon my confidence as a competent sales person as I had to cold call potential clients and either sell or upgrade their current credit card. It gave me great job satisfaction to consistently achieve all my targets and being the top sales person in the department I feel that given the opportunity I could prove to be quite an asset to any business.
I am currently finishing my TOEFL training, and with be a fully qualified ESL teacher. I will also have all of my qualifications for teaching online. I am extremely passionate about teaching, and thrive on helping my students find their strengths, when learning a language online.
Overview
22
22
years of professional experience
1
1
year of post-secondary education
Work History
Airline Customer Service Agent
Aerlingus
Dublin, Ireland
05.2023 - 07.2023
- Greeted passengers and provided information about departure and arrival times.
- Resolved customer complaints in a timely manner.
- Communicated effectively with other departments to ensure the best customer experience possible.
- Filed reports of passenger complaints or incidents that occurred during travel process.
- Monitored security checkpoints to ensure safety of passengers and staff members alike.
- Coordinated with ground crew personnel on arrival and departure procedures for each flight.
- Entered information in [Software] system to maintain updated details related to customer ticket orders, reservations and payment method.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Clinical Supervisor
Certior Health GoSafe48
Dublin, Ireland
07.2021 - 12.2022
- Collected and prepared nasal-pharyngeal samples for PCR testing of COVID-19 in accordance with standard methods and processes.
- Administered required COVID-19 rapid tests and collected specimens using proper swabbing technique.
- Delegated tasks to each member of staff and oversaw task completion, offering assistance to promote success.
- Tracked, organized and counted clinic stock and supplies.
- Communicated professionally to explain COVID-19 screening procedures to staff members and visitors.
- Followed laboratory guidelines for handling biological specimens.
- Organized, distributed and replenished office supplies to keep department running efficiently.
Senior Cabin Crew Member
Stobart Air
Dublin, Ireland
11.2013 - 06.2021
- Directed junior team members in proper duties and company regulations.
- Dealt with mechanical and passenger emergencies according to standards.
- Took measures during unusual conditions to maximize safety of customers and crew.
- Conducted preflight checks to assess general condition and cleanliness of aircraft.
- Participated in pre-flight briefings to discuss flight details, weather and service plans.
- Anticipated needs of passengers to enhance comfort and promote enjoyable flight.
- Attended trainings in customer service, conflict resolution techniques and safety procedures to remain current on new requirements and procedures.
Senior Cabin Crew Member
RYANAIR
03.2008 - 11.2013
- Conducting a pre-flight briefing, during which air cabin crew are assigned their working positions for the upcoming flight (crew are also informed of flight details, the schedule and if there are passengers with any special requirements, such as diabetic passengers, passengers in wheelchairs or the number of infants on board);
- Allocating duties for the day ahead, ensuring that all crew are fit to fly and operate;
- Carrying out pre-flight duties, including checking the safety equipment and security of the aircraft, ensuring the aircraft is clean and tidy, ensuring that information in the seat pockets is up to date;
- Welcoming passengers on board and directing them to their seats;
- Informing passengers of the aircraft safety procedures and ensuring that all hand luggage is securely stored away;
- Making announcements and answering passenger questions during the flight;
- Pushing sales to reach base targets and keeping a high average spend all year round
- Giving first aid to passengers where necessary;
Customer Service Representative
Vueling Airlines Spain
Madrid, Spain
02.2007 - 09.2007
- Check-in and Boarding
- Duties included
- Greet and welcome passengers to the terminal
- Answer questions & advise passengers concerning flight schedules
- Guiding & escorting passengers to the designated gate for boarding of aircraft
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Sales and Customer Service Representative
American Express
Madrid, Spain
09.2005 - 12.2005
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Bookseller
Hughes and Hughes
Dublin, Ireland
01.2002 - 06.2005
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Helped customers by answering questions and locating merchandise.
- Followed company policies, rules and procedures to promote company goals and maintain safety.
- Maintained knowledge of current and bestselling books and upcoming publications to fulfill customer requests.
English Primary School Teacher
Trinity College
Madrid, Spain
08.2001 - 01.2002
- Creating and developing a curriculum to teach English to primary children
- Applying teaching methods that would help students retain new information
- Upkeep of records on progression of students
- Engaged with children individually to meet emotional and physical needs.
- Created interactive classroom atmosphere to maintain student interest and facilitate learning.
- Communicated regularly with parents about daily activities and behaviors.
- Promoted language development skills through reading and storytelling.
Education
QQI Level 5 - Special Needs Assistant
The Open College
Ireland 06.2022 - 12.2022
Diploma of Higher Education - Teaching English As A Foreign Language
The TEFL Institute Of Ireland
Dublin, Ireland 05.2024 -
B2 DELE Diploma Spanish Language
Vox College
Madrid, Spain2002
Transition Year
Margaret Aylward C.C.
Dublin1999
Leaving Certificate
Margaret Aylward C.C.
Dublin1999
Secondary Education
Margaret Aylward C.C.
Dublin1998
Primary
Holy Spirit GNS
Dublin 06.1995
Skills
- Adult AED and CPR
- Public Interaction
- Emergency Situations Management
- Problem Solving
- Team Collaboration
- Training and Coaching
- Infection Control Practices
- Critical Thinking
- Safety Monitoring
- Team Management
- Active Listening
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Languages
English
First Language
Spanish
Advanced
C1
Timeline
Diploma of Higher Education - Teaching English As A Foreign Language
The TEFL Institute Of Ireland
05.2024 -
Airline Customer Service Agent
Aerlingus
05.2023 - 07.2023
QQI Level 5 - Special Needs Assistant
The Open College
06.2022 - 12.2022
Clinical Supervisor
Certior Health GoSafe48
07.2021 - 12.2022
Senior Cabin Crew Member
Stobart Air
11.2013 - 06.2021
Senior Cabin Crew Member
RYANAIR
03.2008 - 11.2013
Customer Service Representative
Vueling Airlines Spain
02.2007 - 09.2007
Sales and Customer Service Representative
American Express
09.2005 - 12.2005
Bookseller
Hughes and Hughes
01.2002 - 06.2005
English Primary School Teacher
Trinity College
08.2001 - 01.2002
B2 DELE Diploma Spanish Language
Vox College
Transition Year
Margaret Aylward C.C.
Leaving Certificate
Margaret Aylward C.C.
Secondary Education
Margaret Aylward C.C.
Primary
Holy Spirit GNS
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