Summary
Overview
Work History
Education
Skills
Languages
Timeline
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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
02.2006 - 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
08.2004 - 06.2005
  • 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
01.2004 - 07.2004
  • 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
10.2002 - 12.2003
  • Handled customer queries and complaints with efficiency and empathy
  • Maintained high satisfaction scores through consistent service delivery

Web Design Consultant

Mumbai
07.2000 - 01.2002
  • 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
04.1998 - 10.1999
  • Delivered exceptional service to international clients, adapting to cultural nuances and expectations
  • Maintained high standards of professionalism and customer engagement

Education

Bachelor of Arts -

Mumbai

Apprenticeship in Catering and Hotel Management -

Mumbai

Skills

  • 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
02.2006 - Current

Customer Service Agent

08.2004 - 06.2005

Call Center Team Lead & Trainer

01.2004 - 07.2004

Customer Service Executive

10.2002 - 12.2003

Web Design Consultant

07.2000 - 01.2002

International Service Agent

04.1998 - 10.1999

Bachelor of Arts -

Apprenticeship in Catering and Hotel Management -

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Neil Hancock