Toshca Judith Jackson
Dubai,United Arab Emirates
Summary
Highly skilled professional with extensive expertise in planning and organizing, communication proficiency, and creative thinking. Demonstrates exceptional problem-solving abilities, empathetic emotional intelligence, and maturity. Proven track record as a team player and leader with strong coaching, influencing, and multitasking efficiency. Adept at persuading, relationship building, and social skills. Excellent time management, resilience, tenacity, reliability, and self-sufficiency. Committed to leveraging skills to drive organisational success and achieve career growth.
Overview
7
7
years of professional experience
2019
2019
years of post-secondary education
1
1
Certification
Work history
Cabin Crew
Emirates Airlines
Dubai
07.2022 - Current
- Enhanced passenger comfort by ensuring a clean and orderly cabin environment
- Delivered exceptional service to passengers ensuring their comfort and safety
- Marketed duty-free products and handled transactions from customers
- Boosted overall flight experience through effective team collaboration
- Fostered a welcoming environment through friendly passenger interactions
- Provided essential medical care to passengers in distress and relayed information to medical teams
- Ensured adherence to safety regulations for passenger protection
- Resolved passenger queries and complaints with excellent problem-solving for customer satisfaction
- Demonstrated versatility by managing cabin cleaning, meal serving, and product sales
- Participated in pre-flight briefings to enhance journey awareness
- Ensured a calm journey by managing difficult passenger interactions professionally
Team Leader
WNS (British Gas BPO)
07.2021 - 07.2022
- Supported new hires through onboarding process for speedy and successful training.
- Recognised exceptional individual performance for improved motivation.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Promoted professionalism among staff to develop productive relationships.
- Coordinated daily tasks, ensuring smooth workflow within the team.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Encouraged open communication, fostering a positive work culture.
- Fostered a high-performing environment to drive productivity and quality.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
- Provided comprehensive onboarding training to reduce learning curve for new hires.
Mentor
WNS (British Gas BPO)
09.2020 - 06.2021
- Promoted a culture of continuous learning by sharing latest industry trends and insights.
- Conducted regular progress reviews, ensuring successful achievement of set goals by mentees.
- Received recognition and awards for outstanding contributions to mentoring and professional development initiatives.
- Developed and implemented training and counselling programs to address client needs.
- Implemented proven methods to overcome common barriers to learning.
- Listened actively to mentees' concerns, goals and challenges, providing empathetic understanding and personalised guidance.
- Cultivated strong and trusting rapport with clients, building safe and inclusive environments.
- Delivered one-on-one sessions to guide mentees through various subjects and challenges.
- Identified individual learning styles to tailor mentorship approaches accordingly.
- Provided constructive feedback and guidance during setbacks, helping mentees overcome challenges, learn from mistakes and develop resilience.
Customer Service Representative
WNS (British Gas BPO)
08.2019 - 08.2020
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Enhanced communication channels through regular updates on company policies and promotions.
- Adhered strictly to policies and procedures for continued company compliance.
- Built customer rapport by providing friendly, genuine service, increasing customer retention.
- Collaborated with sales team to maximize product visibility and sales.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
- Managed high volume of inbound calls for quick resolution of customer issues.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
Customer Service Representative
iiNet
01.2019 - 07.2019
- Managed high volume of inbound calls for quick resolution of customer issues.
- Obtained feedback from customers to improve service experience.
- Collaborated with sales team to maximize product visibility and sales.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Assisted customers with varying questions using product knowledge and service expertise.
Waitress
Panarotti's
01.2018 - 03.2018
- Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
- Maintained excellent level of service in busy and demanding restaurant environment.
- Checked customer IDs to confirm age before selling age-restricted products.
- Handled cash transactions accurately, ensured balanced till at end of shift.
- Demonstrated exceptional memory and communication skills for reliable and trusted service.
- Followed health and hygiene standards when handling food and cleaning restaurants.
- Prepared tables for guests and reset tables between customers.
- Showcased extensive knowledge of menu items, heightened customer decision making.
- Improved customer satisfaction by providing efficient and friendly service.
Education
Grade 12 -
Fairbairn College
South AfricaCabin crew/ flight attendant Licence - Aviation
Future Flyers
South Africa 01.2019 - 02.2019
Skills
- Strategic Planning and Organisation
- Effective communication skills
- Creative problem solving
- Innovative problem identification and solution
- Empathy and Emotional Intelligence
- Collaborative team member
- Team leadership
- Coaching and Mentoring
- Strategic Influence
- Effective multitasking
- Persuasive Communication
- Professional relationship cultivation
- Effective social engagement skills
- Prioritization and Time Management
- Adaptability and perseverance
- Persistence and Determination
- Trustworthiness
- Independent Work Management
- Microsoft Word expertise
- Microsoft Excel
- PowerPoint Proficiency
- Outlook Proficiency
- Microsoft Teams Proficiency
- SAP System Management
- Workforce Management
- PowerBI Proficiency
- Workday System Management
Languages
English
Native
Afrikaans
Native
Certification
Cabin Crew Certificate.
- Flight Attendants Initial Training January 2019 as per SACAA regulations SA-CATS-FCL-64 at Future Flyers
- Safety Emergency Procedures
- Aviation Medicine and AED
- Dangerous Goods
- Fire Fighting
- Slide Jumps
- Ditching
- Aircraft Specific: CV-580
License No: 027 500 9794
References
- WNS (British Gas BPO), Shane Dennis : +27 81 045 5851
- WNS (British Gas BPO), Duran Roos : +27 66 098 1166
- IiNet, Mr Muneer : +27 82 634 6655
- Panarotti's, Mrs Sam : +27 21 595 4292
- Future Flyers Training Academy, Aletta de Villiers : +27 21 380 0281
Timeline
Cabin Crew
Emirates Airlines
07.2022 - Current
Team Leader
WNS (British Gas BPO)
07.2021 - 07.2022
Mentor
WNS (British Gas BPO)
09.2020 - 06.2021
Customer Service Representative
WNS (British Gas BPO)
08.2019 - 08.2020
Cabin crew/ flight attendant Licence - Aviation
Future Flyers
01.2019 - 02.2019
Customer Service Representative
iiNet
01.2019 - 07.2019
Waitress
Panarotti's
01.2018 - 03.2018
Grade 12 -
Fairbairn College
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