STEPHANIE CAMILLERI
Mqabba
Summary
Airport services professional with proven history of optimizing airport operations and enhancing passenger satisfaction. Known for effective team collaboration and ability to adapt to changing needs, ensuring seamless service delivery. Skills include conflict resolution, staff supervision, and operational oversight.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Airport Services Supervisor
Emirates Airlines
03.2024 - Current
- Supervising daily airport operations to ensure compliance with safety and service standards.
- Resolving passenger inquiries and complaints, maintaining high customer satisfaction levels.
- Reducing wait times for passengers by effectively managing staff resources during peak periods.
- Improving airport operations efficiency by streamlining passenger check-in and boarding processes.
- Maintaining strong working relationships with key stakeholders such as airport authorities, customs officials, and airline representatives to ensure smooth operation of the facility.
- Conducting regular audits of operational processes to identify inefficiencies, implementing corrective measures where necessary to continuously improve service quality.
- Fostering a positive work environment by promoting open communication channels amongst team members and recognizing individual achievements when appropriate.
- Increasing on-time departure rates through effective coordination between ground operations teams.
- Facilitating effective communication among team members during emergencies or operational disruptions to keep airport services running smoothly.
- Maintaining flight and events logs, aircrew flying records, and flight operations records of incoming and outgoing flights.
- Investigating and reporting accidents, incidents, or safety concerns to appropriate personnel and authorities.
- Conducting departure and arrival briefings.
- Analyzing anticipated operational problems such as over bookings, adverse weather, delays, cancellation of flights, crew flight time limitations, and undertaking remedial and pro-active action in line with relevant procedures to minimize disruption to customers.
- Supporting, coaching and developing airport services agents and other relevant personnel to ensure that they are fully briefed/debriefed of the operational requirements and they provide the required Customer service levels.
- Carrying out credit card verification and Travel documents checks diligently.
- Executing regular airfield inspections, identifying and reporting safety hazards.
Cabin Crew
AirMalta plc
12.2023 - 03.2024
- Greeting Customers upon embarking and disembarking the aircraft
- Showing customers to their seats and assisting special needs customers
- Checking the cabin before take-off and landing to ensure compliance to safety regulations
- Pre-flight safety demonstration
- Serving meals and refreshments
- Monitoring the cabin frequently for the duration of the flight
- Checking the condition and provision of emergency equipment onboard
- Ensuring all galley equipment is secure prior to take-off and landing
- Administering First Aid
- Stocking cabin with safety guides, airsick bags and cleaning products after every flight
- Conducting complete and accurate audits of aircraft following cleaning and sanitization procedures
- Answering passengers' questions and providing solutions to issues arising during flights
- Managing challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Promoting onboard sales, boosting revenue through upselling products and services.
Crew Travel Planner
AirX Charter ltd.
05.2023 - 12.2023
- Processing flights, hotel and car rental bookings via telephone and email in an efficient and timely manner.
- Experience with complex ticketing, including exchanges and refunds using AMADEUS.
- Delivering exceptional customer service and offering the best cost effective travel arrangements.
- Ensuring travel arrangements are booked in line with each crew member’s flight time limitations.
- Keeping up to date with all airline fare rules, regulations, and current affairs.
- Maintaining and assisting with statistical and financial records.
- Supporting 24/7 environment.
- Working in a highly pressurized environment, with the ability to adapt to increases in travel requests.
- Effectively multi – tasking while maintaining professional rapport with Crew.
- Researching and contacting potential partners to negotiate travel arrangements.
Customer Service Manager
Experience Co.
10.2021 - 02.2023
- Managing day to day operations
- Holding the responsibility and authority of the Ops Manager when not on site
- Lead and motivate the team to deliver exceptional customer service and up-sell
- Managing DZ manifest planning and processes including slot times and communicating with reservations team
- Interviewing and hiring potential team members
- Training team members
- Carrying out induction processes
- Monitoring efficiency, costs and any issues that may arise and putting forward suggestions
- Rostering and coordinating changes within the team due to sickness / emergency leave
- Liaising with the Safety Officer
- Optimizing Bookings
- Overseeing Drop Zone budget, including expenses and discounts
- Making Financial Recommendations
- Overseeing and monitoring staff safety, training, compliance and awareness of company policies and procedures, leave entitlements and payroll approvals
- Managing banking, reconciliation, supply ordering and back of house requirements
- Attend regular national based meetings
- Measuring team performance and carrying performance reviews
- Reporting to the Operations Manager
Cabin Crew
AirMalta plc
07.2018 - 01.2022
- Greeting Customers upon embarking and disembarking the aircraft
- Showing customers to their seats and assisting special needs customers
- Checking the cabin before take-off and landing to ensure compliance to safety regulations
- Pre-flight safety demonstration
- Serving meals and refreshments
- Monitoring the cabin frequently for the duration of the flight
- Checking the condition and provision of emergency equipment onboard
- Ensuring all galley equipment is secure prior to take-off and landing
- Administering First Aid
- Stocking cabin with safety guides, airsick bags and cleaning products after every flight
- Conducting complete and accurate audits of aircraft following cleaning and sanitization procedures
- Answering passengers' questions and providing solutions to issues arising during flights
- Managing challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Promoting onboard sales, boosting revenue through upselling products and services.
Customer Service Assistant
Experience Co.
05.2021 - 10.2021
- Responding to Customer Enquiries
- Corresponding with customers as their main point of contact
- Greeting customers upon arrival
- Ensuring all customer registrations are completed
- Ensuring customers clearly understand safety briefing
- Pairing customers with instructors accordingly
- Upselling of services and retail
- Processing payments and reconciling at the end of day
- Liaising with the Safety Officer
- Planning and Coordinating weight and balance
- Managing aircraft efficiency
- Maintaining a high level of accuracy using different software
- Managing day to day operations
- Reporting to Operations Manager
- Recommending services to customers, thoroughly explaining details
Customer Service Agent
AirMalta plc
04.2014 - 07.2018
- Caring for unaccompanied minors
- Assisting special needs customers
- Delivering the highest service standards
- Assisting customers with general enquiries
- Providing a memorable experience for all passengers
- Completing customer check-in and boarding using airlines' specific systems
Education
Diploma - Management
International College of QLD
Maroochydore, QLD04.2023
Skills
- Upbeat and Positive Personality
- Customer Retention Strategies
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Up-selling Products and Services
- Courteous with Strong Service Mindset
- Verbal and Written Communication
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Team-Oriented and Cooperative
- Excellent Attention to Detail
- Computer Proficiency
Certification
- IATA Travel and Tourism Consultant Diploma
- HLTAID003 Provide First Aid HLTAID002
- Provide Basic Emergency Life Support
- HLTAID001 Provide Cardiopulmonary Resuscitation
- AQF Level 5 Diploma in Salon Management
Timeline
Airport Services Supervisor
Emirates Airlines
03.2024 - Current
Cabin Crew
AirMalta plc
12.2023 - 03.2024
Crew Travel Planner
AirX Charter ltd.
05.2023 - 12.2023
Customer Service Manager
Experience Co.
10.2021 - 02.2023
Customer Service Assistant
Experience Co.
05.2021 - 10.2021
Cabin Crew
AirMalta plc
07.2018 - 01.2022
Customer Service Agent
AirMalta plc
04.2014 - 07.2018
Diploma - Management
International College of QLD