Neil Hancock
Dubai
Summary
Experienced aviation professional with over 5 years in inflight services, including more than 10 years in a Purser role at Emirates Airline. Known for mentoring cabin crew, delivering exceptional customer service, and contributing operational insights to enhance training programs. Adept at fostering inclusive team environments, and ensuring strict compliance with safety and service standards. A confident communicator with a passion for developing others, and a strong interest in transitioning into learning and development. Brings hands-on experience, cultural awareness, and a commitment to continuous improvement.
Overview
27
27
years of professional experience
Work History
Cabin Crew & Supervisor
Emirates Airline
Dubai
2006.02 - Current
- Led inflight operations with a focus on resource optimization, crew performance, and service excellence
- Mentored new and junior crew members on service standards, onboard procedures, and safety protocols
- Demonstrated strong decision-making skills balancing company, customer, and crew interests
- Achieved consistent excellence in Aircraft Type CBA with scores above 93% for two consecutive years
- Supported SEP training initiatives by sharing operational insights and feedback to improve training content
Customer Service Agent
Heathrow Airport
2004.08 - 2005.06
- Delivered high-quality customer service in a fast-paced international airport environment
- Ensured compliance with safety and security protocols while resolving passenger concerns
- Maintained professionalism and a positive demeanor under pressure
Call Center Team Lead & Trainer
Bengaluru
2004.01 - 2004.07
- Managed daily operations and coached team members to exceed performance targets
- Conducted onboarding and training sessions covering soft skills and customer service principles
- Developed and delivered training modules tailored to diverse learning styles
Customer Service Executive
Mumbai
2002.10 - 2003.12
- Handled customer queries and complaints with efficiency and empathy
- Maintained high satisfaction scores through consistent service delivery
Web Design Consultant
Mumbai
2000.07 - 2002.01
- Translated client requirements into engaging web designs using Adobe Photoshop and Flash
- Collaborated with cross-functional teams to deliver customized digital solutions
International Service Agent
Mumbai
1998.04 - 1999.10
- Delivered exceptional service to international clients, adapting to cultural nuances and expectations
- Maintained high standards of professionalism and customer engagement
Education
Bachelor of Arts -
MumbaiApprenticeship in Catering and Hotel Management -
MumbaiSkills
- In-flight services
- Supervisory skills
- Compliance adherence
- Written communication
- Spoken communication
- Interpersonal skills
- Communication skills
- Microsoft Office
- Multimedia tools
- Report writing
- Data analysis
- Training feedback
- Facilitating training sessions
- Cultural awareness
- Inclusivity
Languages
English
First Language
Hindi
Intermediate (B1)
B1
Timeline
Cabin Crew & Supervisor
Emirates Airline
2006.02 - Current
Customer Service Agent
2004.08 - 2005.06
Call Center Team Lead & Trainer
2004.01 - 2004.07
Customer Service Executive
2002.10 - 2003.12
Web Design Consultant
2000.07 - 2002.01
International Service Agent
1998.04 - 1999.10