Liaana Hansen
Summary
Dynamic professional with extensive experience at Air New Zealand, excelling in passenger assistance and team building. Proven track record in enhancing customer satisfaction and fostering a culture of safety and professionalism. Skilled in public speaking and exceptional customer service, achieving significant improvements in onboard experiences.
Overview
16
16
years of professional experience
Work History
Cabin Crew Trainer
Air New Zealand
06.2023 - Current
- Conducted regular performance reviews, providing constructive feedback and guidance for continuous improvement among trainees.
- Increased efficiency in emergency situations by developing standardized protocols for common onboard challenges.
- Contributed to higher customer loyalty ratings by equipping cabin crew with the skills needed to provide exceptional in-flight experiences for passengers.
- Reduced onboard incidents through the implementation of effective emergency response drills and conflict resolution strategies.
- Promoted a culture of safety consciousness within the team through ongoing reinforcement of established procedures and best practices.
- Instilled a strong sense of teamwork among trainees, leading to improved collaboration and communication during flights.
- Improved overall passenger satisfaction ratings by delivering tailored in-flight service training to cabin crew members.
- Ensured proper handling of medical emergencies by instructing cabin crew on first aid administration procedures.
- Boosted team morale by facilitating open communication channels and fostering camaraderie among cabin crew members during training sessions.
- Established clear expectations regarding punctuality, dress code, attendance policies which contributed to enhanced professionalism among crew members.
- Collaborated with airline management to create a consistent, high-quality onboard experience for passengers across all flights.
- Trained other employees in customer service, food safety, and performance requirements.
- Taught new team members correct procedures for all areas of operations.
Inflight Service Manager
Air New Zealand
01.2019 - Current
- Mentored junior staff members, sharing industry knowledge and best practices for enhanced professional growth.
- Implemented training programs for new flight attendants, fostering a strong team environment.
- Actively participated in emergency drills to ensure readiness in case of real-life scenarios.
- Assisted passengers with special needs or requests, demonstrating empathy and sensitivity towards their situations.
- Evaluated team performance, providing constructive feedback to foster continuous improvement of the inflight experience.
- Promoted a culture of teamwork within the cabin crew by encouraging open communication and collaboration among colleagues.
- Developed creative solutions to address unforeseen challenges or delays during flights.
- Consistently achieved high passenger satisfaction scores by delivering exceptional customer service.
- Collaborated with the flight crew to develop strategies for improving overall in-flight service quality.
- Managed in-flight emergencies calmly and effectively, prioritizing passenger safety above all else.
- Monitored cabin safety, adhering to federal regulations and company policies at all times.
- Enhanced customer satisfaction by ensuring timely and efficient service during flights.
- Conducted pre-flight briefings to ensure all crew members were well-informed and prepared for each flight.
- Addressed passenger concerns with empathy and professionalism, resolving issues promptly.
- Continuously sought opportunities for personal development through industry-related courses and workshops, staying updated on the latest trends in inflight service.
Cabin Crew Member
Air New Zealand
02.2015 - Current
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Enhanced customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
- Improved teamwork among crew members by actively participating in debriefings and sharing constructive feedback after each flight.
- Optimized passenger experience by proactively identifying potential issues and offering solutions to enhance comfort and satisfaction.
- Supported smooth meal service operations by accurately taking orders from passengers, serving meals efficiently while accommodating dietary restrictions or allergies upon request.
- Exceeded performance metrics for customer satisfaction surveys by consistently receiving positive feedback from passengers regarding attentive service.
- Kept abreast of current industry trends and regulations through ongoing professional development and training, ensuring compliance with airline standards.
Beauty Therapist
About Face
01.2013 - 01.2015
- Maintained a clean and hygienic work environment, adhering to strict sanitation guidelines for client safety.
- Performed a variety of beauty treatments, including facials, massages, and waxing, for optimal client results.
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Helped customers feel relaxed and comfortable through conversation and personal relatability.
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
- Participated in ongoing training and education opportunities to stay current on industry trends and techniques.
- Ensured seamless front desk operations by handling phone inquiries, appointment bookings, payment processing, and record-keeping effectively.
- Educated clients on care processes and advised on further care and products.
Retail Sales Associate
Mi Piaci Shoes
04.2009 - 01.2013
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Answered questions about store policies and addressed customer concerns.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Greeted customers and provided outstanding customer service.
- Trained new employees in sales techniques and store procedures, improving team effectiveness.
Retail Sales Associate
Max Fashion
12.2008 - 12.2009
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Answered questions about store policies and addressed customer concerns.
Education
High School Diploma -
Henderson High School
AucklandCertificate of Beauty Therapy -
Elite School of Beauty Therapy
AucklandSkills
- Public speaking confidence
- Passenger assistance
- Team building
- Coaching and mentoring
- Complaint handling
- Exceptional customer service
- Multi-tasking strength
- Relationship building
Timeline
Cabin Crew Trainer
Air New Zealand
06.2023 - Current
Inflight Service Manager
Air New Zealand
01.2019 - Current
Cabin Crew Member
Air New Zealand
02.2015 - Current
Beauty Therapist
About Face
01.2013 - 01.2015
Retail Sales Associate
Mi Piaci Shoes
04.2009 - 01.2013
Retail Sales Associate
Max Fashion
12.2008 - 12.2009
High School Diploma -
Henderson High School
Certificate of Beauty Therapy -
Elite School of Beauty Therapy
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