Analise Barbara

Training Planning & Scheduling

• Develop and maintain training plans for pilots, cabin crew, and other operational staff in line with regulatory and company requirements.
• Coordinate with training instructors, simulators, and training facilities to ensure resource availability.
• Manage recurrent, initial, and specialized training schedules, ensuring all employees remain compliant.
• Monitor training validity periods and proactively schedule refresher courses.

Compliance & Records Management

• Ensure all training programs comply with local civil aviation authority (CAA), IATA, ICAO, and airline regulations.
• Maintain accurate training records and databases, ensuring traceability and audit readiness.
• Support audits by providing training documentation and evidence of compliance.

Team Leadership & Coordination

• Supervise a team of training planners/schedulers, providing guidance, support, and performance feedback.
• Act as the point of contact between training department, operations, HR, and regulatory bodies.
• Coordinate with rostering and operations teams to minimize training-related disruptions to schedules.

• Company Overview: Malta International Airport, Luqa
• Customer Support Manager – Airline Industry
• Key Responsibilities:
• Supervised and led a high-performing customer support team of 5, ensuring consistent delivery of exceptional service across all customer touchpoints.
• Monitored daily operations, resolved escalated issues, and implemented service recovery strategies to enhance customer satisfaction.
• Trained, coached, and mentored team members to meet performance KPIs, maintain service standards, and support career development.
• Analyzed customer feedback and call center data to identify trends, improve processes, and reduce response times.
• Collaborated cross-functionally with flight operations, ground services, and sales teams to ensure seamless communication and issue resolution.
• Developed and enforced SOPs aligned with company policies and aviation regulatory requirements.
• Led regular team meetings and performance reviews to drive engagement, accountability, and continuous improvement.

• Company Overview: Skypark Business Centre, Luqa
• Executive Assistant – Airline Industry
• Key Responsibilities:
• Provided high-level administrative support to senior executives, including the Accountable Manager and department heads, ensuring smooth daily operations.
• Managed complex calendars, scheduled meetings across time zones, and coordinated travel arrangements for domestic and international trips.
• Prepared executive-level reports, presentations, and briefing materials, maintaining confidentiality and attention to detail.
• Acted as a liaison between executive leadership and internal departments, fostering effective communication and timely task execution.
• Handled sensitive and confidential information with discretion, supporting decision-making processes and strategic planning.
• Organized corporate events, board meetings, and industry conferences, including logistics, agendas, and follow-ups.
• Oversaw office operations, maintained expense reports, processed invoices, and supported budget tracking.
• Assisted with project coordination and ensured deadlines were met in alignment with corporate goals.

• Company Overview: Malta International Airport
• Passenger Service Agent – Airport Check-in
• Key Responsibilities:
• Greeted passengers professionally at check-in counters, verifying travel documents, issuing boarding passes, and tagging baggage.
• Ensured compliance with airline policies, baggage allowances, and security regulations during the check-in process.
• Assisted with seat assignments, special service requests (SSR), and last-minute changes or upgrades.
• Handled overbooked, delayed, or cancelled flights by rebooking passengers and providing compensation or accommodation as needed.
• Delivered excellent customer service, addressing passenger inquiries, complaints, and concerns with patience and professionalism.
• Operated airline computer systems (e.g., Amadeus, Sabre, or Galileo) to manage bookings and check-in procedures.
• Coordinated with ground staff, boarding gate agents, and security personnel to ensure timely flight departures.
• Provided support for passengers with reduced mobility, unaccompanied minors, and VIP travelers.