Theresa Elizabeth Apulu

• Lead and manage the cabin crew ensuring seamless service delivery, safety compliance, and exceptional passenger experiences across all flights.
• Drive New Zealand’s culture of Manaakitanga by fostering a welcoming and caring environment for all customers, embodying the spirit of hospitality and respect.
• Serve as the primary point of contact between the cabin crew, ground operations, and key stakeholders, including airline executives and external partners.
• Hold advanced qualifications in emergency procedures, safety protocols, and crisis management, exceeding standard flight attendant certifications.
• Oversee the execution of advanced safety protocols, including evacuations and in-flight emergencies, with precision and confidence.
• Strategically delegate tasks to flight attendants, ensuring efficient operations while maintaining team motivation and cohesion.
• Provide hands-on leadership during critical situations, demonstrating adaptability and strong decision-making under pressure.
• Collaborate with stakeholders to align in-flight operations with company goals while upholding Air New Zealand’s renowned reputation for Safety and Service.

• Served as a flexible and adaptable leader, stepping into the Inflight Service Manager Role as required to address operation demands, including staff shortages or

unplanned disruptions.

• Successfully completed Inflight Service Manager Training, equipped with advanced qualifications in leadership., safety procedures, emergency management and

operational insight.

• Demonstrate proactive problem solving and situational awareness, ensuring smooth operations and exceptional passenger experiences even during challenging situations.
• Collaborate with stakeholders to align day of operations decisions with broader company goals and uphold Air New Zealand's commitment to Manaakitanga and operational excellence.
• Frequently entrusted with greater responsibility reflecting strong performance, adaptability, and leadership capabilities in dynamic high pressure and ever changing environments.

• Fully trained and Certified Flight Attendant with up- to-date safety and Medical Certifications.
• Strong knowledge of Safety Procedures, Emergency protocols, and Security.
• Excellent communication and Customer Service skills.
• Ability to handle Medical Emergencies and apply First Aid.
• Knowledge of Air New Zealand’s core values, with a strong emphasis on making meaningful connections with customers through Manaakitanga, fostering hospitality and respect in every interaction.
• Safety & Emergency Procedures
• Aviation, Medicine & Human Factors
• Security
• Customer Service & Brand Representation

• Gate agent for departing flights
• Brief boarding agents during flight departures and arrivals to ensure team work contribution to on-time performance
• Handle customer complaints with empathy and composure
• Pitch ideas on how to improve performance and efficiency
• Provide face to face customer service
• Assist customers with inquiries, issues and concerns by providing relevant information in English and Samoan
• Provide information on product and services questions
• Provide check-in service to both Air New Zealand and customer airlines' passengers using Carina and Saber check-in systems
• Use Carina system to prepare pre-departure reports and passenger manifests
• Verify identification and travel documents to efficiently board passengers for on-time departure
• Liaise with operations control and pilots to ensure on-time departure of scheduled flights
• Operate PA system to make announcements regarding flight activity
• Inform customers of essential travel information, such as travel times, connections and visa requirements
• Provide special assistance to travelling customers with special requirements
• Co-ordinate with ramp staff to successfully store, remove and transport customer luggage
• Co-ordinate gate arrivals to ensure safe disembarkation of aircraft

• Ensured safety and customer satisfaction at all times
• Diffused situations to avoid emergencies
• Served refreshments to passengers while complying with food safety standards
• Completed aircraft safety pre-flight checks before boarding
• Delivered PA announcements on behalf of the captain
• Greeted passengers and provided5-star customer service at all times
• Performed CPR and administered first aid when required
• Assisted customers with luggage stowing
• Worked as part of a team to deliver high quality in-flight service
• Co-ordinated with ground staff on arrivals to ensure special assistance passengers were cared for