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Gabriel Claridge

Cabin Crew at British Airways
About

With diverse retail experience, I excel in delivering personalised fashion advice and boosting sales at high street stores like Next PLC and Primark. My adaptability across various retail environments ensures client satisfaction and success in dynamic settings. After retail, I became Cabin Crew with British Airways to deliver a premium customer service experience for customers. I am trained to service first and business class passengers on long haul destinations at my airline and know how to deliver an experience worth the high market price of a premium cabin. I am a First and Club World Service Specialist, an ambassador for service standards in the cabin and take lead on the service flow.

Previous Brands
British Airways London
British Airways-London Heathrow Terminal 5
British Airways(Heathrow
NHS (England)-Epsom
NHS (England)-South West London
Sainsbury's plc-Morden
Oxfam Twickenham
Pryzm Nightclub-Kingston upon Thames
Next PLC-New Malden
Primark Kingston upon Thames
Work Experience
Customer Relations Advisor
Aug ‘23 - Mar ‘24
British Airways London

I expanded my knowledge and skills within the company and decided to go for a secondment opportunity in Customer Relations at British Airways. Roles and responsibilities: • Make a positive impact on every customer query into Customer Relations by providing the highest level of customer service, dealing with queries and providing first contact resolution, only escalating when required. • Work towards a service line agreement to respond to customer cases and queries in a timely and targeted approach, responding within the timeline set by the business. • Assess claims for compensation using legislation covering delays, cancellations and missed connections under EU Regulation 261 and Air Passenger Rights and Air Travel Organisers' Licencing (Amendment) (EU Exit) Regulation 2019 (APR). • Resolve service failures on board the aircraft or post-travel, offer gestures, refunds or compensation for any issues raised and make independent decisions based on our Service Recovery Guidelines and company policies. • Assess claims for reimbursement of expenses, use of legislation and company policy • Assist new colleagues into the Customer Relations team from other areas of the business and provide IT training and support when new cohorts join the secondment, focusing on assisting in the learning of internal company IT systems and flight ticketing systems (Sabre, Booking Browser) • Analyse flight data and information from internal systems to assess whether a claim for a delay or cancellation is valid and ensure the correct amount of compensation for different types of claims is given to the customer as required by law. • Trained on Customer Relationship Management (CRM) systems in Nirvana and Salesforce. • Work with various different departments to achieve a resolution to issues, whether it be operational, financial or global engagement centres. • Acted as a supervisory point of contact as a Floorwalker in Head Office for other Customer Relations Advisors to come to for help and advice before escalating to Team Leader. • Trained new transfers to department on how to operate systems and build on their class-room provided training, buddying up 1:1 for one week to gain experience in their new role and shadow my work.

Cabin Crew
Jul ‘22 - Now
British Airways-London Heathrow Terminal 5

My role is to deliver the best premium in-flight customer service experience on both long-haul and short haul routes across the world and across four different cabins, whilst putting safety first at all instances to uphold one of the worlds safest airline records and its values. Key Responsibilities: • To ensure operational safety, security and health and safety responsibilities are performed to the highest standards and are compliant with EASA, British Airways requirements and all other relevant legislation. • Maintain safety compliance at all times with Safety & Equipment Procedures (recency) training every 12 months adhering to strict Standard Operating Procedures. • Deliver world-class service excellence in line with British Airways service standards and behaviors across four cabins in first class, business class, premium economy and economy. • Trained to an extensive standard in administration of first aid on board aircraft, to which we follow a medical action plan in medical emergency situations. Being able to spot signs and symptoms of serious medical conditions. • To ensure compliance with all corporate policies and procedures in accordance with relevant legislation within United Kingdom and worldwide by participating in pre-flight safety briefings and medical discussions. • Trained as a First Class and Club World (Business Class) service specialist. Training and exams completed over a 6 day course. • To build effective working relationships with colleagues and service partners, to work as one team, liaising with ground staff colleagues to ensure time critical punctuality is met. • To deliver the British Airways company objectives set by the business and drive increase in Net Promoter Score (NSP) and assessed in-flight on performance every 90 days. • To act as a British Airways role model to cabin crew, colleagues and customers by adhering to strict uniform standards and supporting new entrants to the airline. • I am a company champion for the wellbeing of Cabin Crew, Cyber Security protection for crew and Sustainability efforts and new uniform items.

Customer Experience Representative
May ‘22 - Jul ‘22
British Airways(Heathrow

Temporary role whilst my Cabin Crew background checks for airside ID pass were to be completed, I took on a role to assist customers within Terminal 5 Departures as a Customer Experience Representative. • Be the first point of contact when a customer enters the terminal building. • Assist customers to drop bags at self-serve desks and escalate issues with ticketing to our Customer Experience Leaders. • Answer and direct customers on where to go throughout the airport. • Assist with Heathrow's passenger security line prior to search, tagging hand baggage with company items and giving out plastic bags for liquids prior to security searches.

Senior Recruitment Advisor
Jun ‘21 - Nov ‘21
NHS (England)-Epsom

I transferred to the Work Force Team from the Mass Vaccination Centres, in the position of Recruitment Advisor from June to August, after expressing interest in other roles within the NHS Vaccination Programme. The opportunity arose for a Senior Recruitment Advisor and I was successful in taking on this new role and responsibilities from 2nd of August to the 2nd of November. Key Responsibilities: • Manage and oversee the recruitment for the vaccination programme across 4 NHS Trusts in South West London and lead a team of 4 people. • Create regular reports for management and stakeholders and maintain a frequent line of communication to Resourcing Manager and Directors in meetings. • Review applications and shortlist candidates using scoring to evaluate if they are should be interviewed. • Conduct interview panels and assigning panel members. • Interviewing applicants. • Implement new policies and procedures to frequently changing laws and NHS Trust policies. • To be the primary contact of recruitment; allocating and overseeing recruitment administration at a task level. • Hire candidates via Trac, checking ID documents, inputting their Right to Work documents into HR system (ESR) and creating employee records for payroll and other departments. • Maintain effective relations with other departments such as, payroll, IT and training.

Immuniser
Feb ‘21 - Mar ‘22
NHS (England)-South West London

Responsibilities for patient care: • Administration of the 3 approved COVID-19 vaccines to consented, and assessed individuals. • Address concerns and educate patients on vaccine theory and ensure consent and clinical assessment has already taken place. • Take accountability for administration of the vaccine under the national protocol, once drawn up and clinical assessment carried out. • Maintain up to date mandatory clinical training and First Aid / BLS and anaphylaxis training. • Consent patients under supervision of a reg-health care professional. • Responsible for policy implementation and follow local and national policies. Responsibilities for financial and physical resources: • Responsible for the safe and effective use of equipment and other resources, ensuring equipment is maintained in good working order. • Ensure vaccine, stationery and health promotion resources are monitored appropriately.

Cabin Crew
Mar ‘18 - Sep ‘21
British Airways(Heathrow

My role was to deliver the best premium in-flight customer service experience on both long-haul and short-haul routes across the world and across four different cabins, whilst putting safety first at all instances to uphold one of the worlds safest airline records and its values. Later returned to this role full time in July 2022.

Customer Service Assistant
Sep ‘17 - Feb ‘18
Sainsbury's plc-Morden

Assistant Manager
Sep ‘17 - Dec ‘17
Oxfam Twickenham

Key Responsibilities: • Opening the shop in the morning and act as management to volunteers, closing the shop, ensuring all EOD tasks are completed and ready for SOD. • Operate the management system for company revenue intake, assist volunteers with IT till queries/ issues, adjusting till floats and cash up at the end of day trading and ensuring all cashing up procedures are adhered to. • Inducting new volunteers into shop, till training new staff and ensuring they have a clear understanding of relevant Health & Safety legislation before starting at Oxfam. • Act as Store Manager when required, in absence of Store Manager on duties or leave. • Banking money, following procedures to deposit monies into company account and completing banking documentation. • Ensure stock transfers are carried out successfully and file necessary documentation.

VIP Host
Jul ‘17 - Mar ‘18
Pryzm Nightclub-Kingston upon Thames

Key Responsibilities: • Complete pre-opening duties such as laying out and preparing VIP tables, setting up and decorating booths ensuring booths are up to company expectation. • Manage the Hip-Hop Room within Pryzm Nightclub and delegate up to 3 Hosts at a given time to organise sales and delivery of service. • Act to resolve complaints promptly without involving management unless necessary. • Become Acting VIP Manager in absence of manager on leave or absences. • Remain VIP customers main point of contact throughout their night should they need any assistance or purchase additional bottle service.

Sales Consultant (Team Coach)
Nov ‘16 - Aug ‘17
Next PLC-New Malden

Key Responsibilities: • Offer one-to-one service for men's suiting needs, measuring and using my fashion styling to get the best outfit that suits the needs of the customer and improving sales by linking-sales (e.g. offering matching shirt and accessories) to drive targets. • Train new employees to company standard and pass their Next's 10 Shift Program • Being willing to assist customers at all times to achieve the best experience for the customer and achieve the maximum sales targets.

Retail Assistant
May ‘15 - Feb ‘16
Primark Kingston upon Thames

Chief Operating Officer
Oct ‘13 - Nov ‘14
Creative Nation

Creative Nation was a fast-growing talent management and advertising media platform company based in Ireland with head offices in Dublin and we helped upcoming talent with monetization and tools to exceed at creating video content on the YouTube platform. Key Responsibilities: • Oversee all operations within the company, holding regular weekly meetings to discuss new YouTube platform policies, improving and developing strategies for growth. • Act as Talent Account Manager for high profile clients with a large viewing audience in excess of 10-20 million views per month. • Review, process and onboard every video creator into our company creator program. This includes screening each client for any copyright infringement, other legal issues, terms of service violations or other problems that may cause conflict with company policy and talent contracts. • Resolve client support tickets and e-mails from 5,000+ creators, from technical issues with YouTube, account issues, creator dashboard, and payment complaints. • Interact and manage video creator community forum and resolve issues posted in a public manor and make regular bi-monthly product/service announcements.

Retail Experience
Retail Category
High street
Other
Work Environment
Department store
High street store
Product Category
Menswear
Womenswear
Watches & Jewelry
Beauty & Fragrances
Accessories
Leather goods
Footwear
Responsibilities
Complaint handling
Greeting
Client Help
CRM
Cash register
Returns & Exchanges
Packaging
Online orders fulfilment
Stockroom management
Stock control
Delivery processing
Open/closing store
Health & safety
Inventory control
Product setup
Languages
English - Native
Education & Training
Wandsworth Education Authority UK
‘02 - ‘13
Completed National Curriculum requirements and completed course work for GCSEs. in Home-schooled. Subjects Maths, English, Biology, Computer Science, Arts