Ioana Moraru
Dubai ,UAE
Summary
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
Work History
Purser
Emirates Airlines
Dubai, UAE
11.2023 - Current
- Work under the authority of the Captain for a safe and secure operation of the aircraft for the duration of the flight. Ensure standards of safety and security are met in line with corporate requirements, local civil aviation, government legislation and international standards. Responsible for maintaining timely, clear and open communication with Flight Deck crew throughout the flight.
- Conduct timely and motivational briefing sessions prior to flights and ensure compliance with Safe Talk requirements. Allocate manpower resources appropriately considering grade, skill level, special qualifications, languages and customer profile/numbers.
- Provide feedback, guidance and direction to all team members to ensure standards are met as they apply to customers, safety, security and overall performance on board. Ensure Flight Reviews are completed and discussed on board to accurately and recognise Crew performance. Be a role model to the Cabin Crew through motivational and inspirational leadership.
- Provide feedback, guidance and direction to all team members to ensure standards are met as they apply to customers, safety, security and overall performance on board. Ensure Flight Reviews are completed and discussed on board to accurately and recognise Crew performance. Be a role model to the Cabin Crew through motivational and inspirational leadership.
- Responsible for the well-being of the Cabin Crew throughout the entire duty, including overseas.
- Use the KIS system to capture customer information and enhance the customer experience. Complete timely, factual and accurate KIS reports. Complete and communicate any other required forms to document flight information.
- Ensure customer complaints are fully investigated, managed effectively and appropriate service recovery is applied.
- Act as brand and customer ambassador by demonstrating a positive and professional image whilst representing the company. Guide Cabin Crew on appropriate conduct throughout the entire duty to promote the professional image of the Company.
- Demonstrate business awareness through responsible decision making. Propose workable ideas for cost saving/revenue generation.
Cabin supervisor
Emirates Airlines
Dubai, UAE
04.2015 - 11.2023
- Fully responsible for owning the cabin by managing resources (time, product and people) and maintaining standards (safety, security and service) to ensure customer needs are met in the specific cabin for which they are accountable.
- Share responsibility with the Purser to ensure safe and secure operation of the aircraft for the duration of the flight. Ensure the highest standards of safety and security are met, in line with corporate requirements, local civil aviation, government legislation and international standards.
- Ensure that customers are consistently provided with the highest quality of customer service through inspired management of crew members. Ensure customer complaints in the respective cabins are fully investigated, managed effectively, documented and appropriate service recovery is applied where applicable. Ensure all High Value Customers are personally welcomed and acknowledged in their specific cabin.
- Demonstrate Service Personality behaviours and encourage this with the crew to provide a superior team environment. Be a role model to the Cabin Crew through motivational and inspirational leadership and through ensuring standards are consistently delivered.
- Provide guidance, direction and feedback to team members on their on-board performance to ensure standards are consistently met (customer, safety, security, team). Ensure Flight Reviews are completed to capture Cabin Crew performance and discussed with individual Cabin Crew member on-board.
- Demonstrate business awareness which contributes positively to business results. This includes a thorough understanding of Company policies. Develop and maintain understanding of internal and external factors that affect Emirates business, share this with crew and propose workable ideas to enhance the customer experience as well as for cost saving/revenue generation.
- Act as a brand and customer ambassador by demonstrating a positive and professional image whilst representing the company.
Cabin crew member
Emirates Airlines
Dubai, UAE
05.2011 - 04.2015
- Experienced in Premium cabins.
- Followed company regulations and rules to promote safe environment for travellers and employees.
- Managed challenging situations calmly and professionally, such as handling unruly customers or addressing flight complains.
- Optimized customers experience by proactively identifying potential issues and offering solutions to enhance comfort and satisfaction .
- Trained in security, emergency situation and first aid.
Sales manager
OTP asset Management Romania SAI SA
Bucharest , Romania
04.2008 - 05.2011
- Customer support for all branches.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Applied positive customer service approach to increase satisfaction levels.
- Evaluated sales and service processes to generate targeted improvement strategies and increase revenue opportunities.
- Business trips in the country and abroad to all suppliers and potential customers.
- Prepare and update company potential customers data base.
- Monitor and maintain client portfolio, prepare regular reports on portfolio progress.
- Prepare sales reports on a regular basis.
PR & Marketing manager
SAI KD Investments Romania SA
Bucharest , Romania
03.2006 - 04.2008
- Identified new customer segments and target audiences to expand reach.
- Conducted market research and analysis to identify emerging opportunities and maintain competitive market edge.
- Developed marketing plans to support department strategies.
- Analysed sales reports to identify trends and update strategies.
- Customized promotional strategies to meet needs of different clients, products and services.
- Organised and coordinate publicity campaigns to promote the company products and services.
- Organised training seminars for the company employees.
- Create media programs, plan events and press conferences, create brochures, informative flyers and posters for the company.
Education
Diploma - Journalism and Philosophy
University Spiru Haret
Bucharest 10.2001 - 06.2005
Skills
- Public speaking
- Communication skills
- Problem-solving
- Calm under pressure
- Leadership
- Team building
Languages
Romanian
Native
English
Advanced (C1)
Spanish
Intermediate (B1)
French
Intermediate (B1)
Italian
Intermediate (B1)
Timeline
Purser
Emirates Airlines
11.2023 - Current
Cabin supervisor
Emirates Airlines
04.2015 - 11.2023
Cabin crew member
Emirates Airlines
05.2011 - 04.2015
Sales manager
OTP asset Management Romania SAI SA
04.2008 - 05.2011
PR & Marketing manager
SAI KD Investments Romania SA
03.2006 - 04.2008
Diploma - Journalism and Philosophy
University Spiru Haret
10.2001 - 06.2005
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