Angelo Gomes
Brampton,Canada
Summary
With a career dedicated to aviation excellence, my leadership in cabin safety and inflight services is marked by a commitment to operational efficiency and exceptional passenger care. In aviation, we pride ourselves on delivering a top-notch customer experience, ensuring comfort and satisfaction for every individual aboard. My background in creating safety procedures and manuals showcases a deep understanding of aviation operations and regulatory compliance. Leveraging skills in manpower handling, coaching, and mentoring, we've cultivated a collaborative environment that upholds the highest standards of service and safety.
Overview
27
27
years of professional experience
1
1
Certification
Work History
In-flight Services
Air Transat
04.2024 - Current
- Customer Experience: Provide outstanding service, ensuring a welcoming and enjoyable atmosphere for all
- Safety & Compliance: Adhere to all safety protocols and regulatory requirements to ensure secure operations at all times
- Team Collaboration: Work effectively with various teams to maintain seamless operations and service delivery
- Problem Resolution: Handle issues or emergencies with professionalism, maintaining calm under pressure
- Passenger Care: Assist passengers with unique needs to ensure their comfort and satisfaction throughout the service experience
- Brand Representation: Uphold Air Transat's brand values by promoting a friendly, respectful, and professional image at all times
- Operational Efficiency: Assist in ensuring that all services, equipment, and procedures meet company standards for quality and timeliness
Office Staff
Toronto Catholic District School Board
06.2021 - Current
- Provided administrative support to staff, students, and parents, ensuring the smooth operation of the school's front office
- Managed incoming calls, emails, and inquiries, directing them to the appropriate personnel and providing information in a professional and courteous manner
- Assisted with student attendance tracking, recording absences, and preparing attendance reports for administrative review
- Maintained confidential student records and updated databases, ensuring accurate and organized documentation
- Coordinated appointment scheduling for staff meetings, parent-teacher conferences, and student services
- Supported event planning and logistics, including school functions, assemblies, and extracurricular activities
- Performed clerical duties, such as filing, photocopying, and distributing mail, contributing to the overall efficiency of the office
- Responded to urgent issues or emergencies, assisting with communications and supporting the school's safety protocols
Director Cabin Safety & Inflight Services
New Startup
09.2022 - 06.2024
- Manual Development & Safety Procedures: Authored the Flight Attendant Manual, Standard Operating Procedures (SOP), and Safety and Emergency Procedures (SEP) in collaboration with Flight Operations and the Chief Pilot
- Regulatory Compliance: Managed and aligned safety documentation with Transport Canada requirements for submission and certification
- Branding & Design Collaboration: Assisted in the branding process by updating the airline's logo and livery design to achieve a modern, simple, and sophisticated aesthetic that reflects the company's vision and values
- Team Leadership & Delegation: Hired and onboarded a specialist to oversee cabin safety and training programs, allowing greater focus on inflight services strategy and execution
- Aircraft Inspection & Documentation: Conducted inspections of three Boeing 777 aircraft, gathering photos and operational records for aircraft configuration and safety planning
- Inflight Services & Vendor Collaboration: Led the development of catering strategies, galley layouts, and equipment logistics with key stakeholders and catering vendors
- Cabin Crew Development: Designed uniform standards and crew appearance policies
- Collaborated on recruitment strategies and prepared for future training implementation
- Cross-Department Collaboration: Participated in weekly cross-functional status meetings with all departments to align safety, operations, and service strategies
- Project Status: Provided expertise and leadership until the project was placed on indefinite hold
Customer Service Supervisor
GTAdnata
10.2022 - 11.2023
- Oversee the delivery of a customer centric Passenger Services operation including the supervision, organization and coordination of all work areas during an operational shift
- Manage on-the-job team coaching, mentoring and performance feedback to achieve high levels of performance and service excellence
- Ensure the efficient and effective allocation of resources to deliver operational requirements and meet Service Level Agreements
- Oversee and monitor business processes and standard operating procedures ensuring compliance to industry standards, legislation and dnata Airport Services' policy and procedure
- Provide quality metrics and reporting on critical business issues
- Reinforce a positive safety culture within the team focused on awareness and vigilance
Service Director
Air Canada
06.2014 - 10.2022
- Led and supervised cabin crew teams on domestic and international flights, ensuring high standards of customer service, safety, and operational efficiency
- Trained and mentored cabin crew members, providing guidance on premium service delivery in Business Class and Signature Class
- Conducted pre-flight briefings, communicating essential flight details, service standards, and safety procedures to the crew
- Monitored service quality throughout the flight, addressing any passenger issues and ensuring a seamless travel experience, especially for high-value and VIP customers
- Coordinated with the flight deck crew to ensure smooth communication and the efficient execution of all flight operations
- Oversaw safety procedures and compliance, conducting safety checks, emergency drills, and ensuring crew adherence to company policies and aviation regulations
- Managed in-flight administration, including completing flight reports, documenting service delivery, and providing feedback on crew performance
- Facilitated conflict resolution and service recovery, handling passenger complaints and disruptions professionally to maintain a positive cabin environment
- Implemented continuous service improvements, gathering feedback from passengers and crew to identify areas for enhancing the customer experience
Cabin Crew
Air Canada
12.2012 - 06.2014
- Provided outstanding customer service to passengers on domestic and international flights, ensuring a welcoming and comfortable travel experience
- Trained in premium cabin service, including Business Class and Signature Class, delivering personalized attention to high-value passengers and VIP clients
- Performed pre-flight safety checks and conducted safety demonstrations, ensuring passenger compliance with safety protocols and regulations
- Handled customer requests and resolved issues in a professional manner, accommodating special needs and ensuring passenger satisfaction
- Assisted during emergency situations, following standard operating procedures to ensure the safety and well-being of all passengers
- Collaborated with the cabin crew team to efficiently execute in-flight duties, including meal and beverage service, cabin preparation, and passenger assistance
- Ensured compliance with company policies and aviation regulations, consistently promoting safety and security throughout the flight
- Maintained detailed flight documentation, including incident reports and passenger feedback, to support operational and service improvements
- Adapted to diverse cultural backgrounds, effectively communicating with passengers from various nationalities and managing language barriers
PURSER (A380)
Emirates
02.2008 - 02.2011
- Led and supervised a cabin crew team of up to 30 cabin crew members, ensuring the delivery of exceptional customer service and adherence to safety standards on long-haul A380 flights
- Conducted pre-flight briefings to communicate flight details, service procedures, and emergency protocols to crew members
- Monitored and evaluated crew performance in-flight, providing real-time coaching and support to maintain service quality
- Ensured customer satisfaction by handling passenger concerns and special requests, including VIP and first-class passengers, to exceed service expectations
- Coordinated with flight deck crew to ensure smooth communication and operation throughout the flight
- Oversaw safety procedures and compliance, ensuring that all safety demonstrations, checks, and emergency protocols were properly executed
- Managed in-flight administration, including inventory checks for catering supplies, completion of flight reports, and documentation of crew performance feedback
- Promoted a culture of excellence and continuous improvement within the team by sharing best practices and providing ongoing support and development opportunities
Cabin Crew (Grd 2 - Grd 1 - Fg1)
Emirates
01.2005 - 02.2008
- Delivered exceptional customer service to passengers on long-haul flights, ensuring a memorable and high-quality travel experience
- Trained in award-winning Business Class and First Class service, providing a premium experience tailored to the needs of high-end clientele, including VIP passengers
- Conducted pre-flight safety checks and performed safety demonstrations to ensure passenger awareness and compliance with airline safety regulations
- Provided personalized service to passengers in all cabin classes, catering to individual needs and handling special requests or concerns professionally
- Assisted in emergency situations, following established protocols and ensuring the safety and well-being of all passengers
- Collaborated with the cabin crew team to efficiently manage in-flight duties, including meal service, cabin preparation, and passenger assistance
- Promoted safety and security awareness, ensuring compliance with company policies and aviation regulations at all times
- Maintained detailed flight records, including incident reports and passenger feedback to support continuous service improvement
- Adapted to diverse cultural backgrounds, communicating effectively with passengers from various nationalities and handling language barriers with professionalism
Passenger Service Supervisor / Instructor
OPUS Flight Services Inc.
03.2002 - 12.2004
- Plan, design, and deliver passenger and operational services in line with company standards, ensuring compliance with ground handling agreements
- Optimize revenue opportunities and implement cost-saving measures to enhance operational efficiency
- Maintain strong relationships with customers, airline partners, and relevant authorities to support seamless operations
- Ensure adherence to safety standards and take appropriate action in response to any irregularities
- Achieve annual budget targets through efficient management and service delivery
- Monitor service quality, arrange quality assessments, and ensure compliance with established targets
- Prepare and manage duty rosters for passenger services staff, ensuring adequate coverage
- Assist in the recruitment, training, and evaluation of passenger services staff to maintain a skilled and effective team
- Maintain a comprehensive reporting system, providing regular updates to the Station Manager on performance metrics and operational issues
Cabin Crew
Canada 3000 Airlines Ltd
10.1997 - 11.2001
- Provided exceptional customer service on charter vacation flights, ensuring a comfortable and enjoyable travel experience for passengers
- Conducted pre-flight safety checks and delivered safety demonstrations, ensuring passenger awareness and compliance with safety protocols
- Offered personalized service to meet the diverse needs of vacation travelers, handling special requests and addressing concerns promptly
- Collaborated with the cabin crew team to deliver efficient in-flight service, including meal and beverage distribution, cabin preparation, and passenger assistance
- Maintained a friendly and welcoming atmosphere, creating a positive environment that enhanced the holiday experience for passengers
- Assisted during emergency situations, following procedures to ensure passenger safety and security
- Supported the airline's reputation as one of Canada's favorite charter vacation carriers by consistently meeting service standards and exceeding customer expectations
Skills
- Aviation Operations
- Aviation Security
- Project Management
- Project Leadership
- Customer Experience
- Communication
- Project Coordination
- Team Coordination
- Branding & Identity
- Customer Service Management
- Customer Experience Management
- Administration
- Clerical Skills
- Microsoft Power Apps
- CPR
- AED
- Coaching & Mentoring
- Team Leadership
- Multi-Cultural Team Leadership
Languages
Portuguese
Native or Bilingual
English
Native or Bilingual
French
Professional Working
Spanish
Limited Working
Certification
- Smart Serve Ontario
- Restricted Operator Certificate With Aeronautical Qualification (ROC-A)
- Cabin Crew Attestation (A332 A343 A345 A380 B772 B773)
Additionalresidence
- Portugal, Lisboa
- Portugal, Leiria
Accomplishments
- Supervised team of 30 Cabin Crew members.
- Developed a transformative inflight service app using MS PowerApps, initially for personal use and later adopted across Air Canada by Service Directors. The app streamlined cabin crew briefings, reducing setup time from 15-20 minutes to under 1 minute by consolidating data from four sources. It enhanced operational efficiency by enabling one-click recording of critical airline times for on-time performance (OTP) tracking, allowing real-time meal ordering, and providing the catering department with insights into meal popularity through tracking depletion rates. These features allowed catering to increase availability of popular meal options, ultimately boosting customer satisfaction.
Timeline
In-flight Services
Air Transat
04.2024 - Current
Customer Service Supervisor
GTAdnata
10.2022 - 11.2023
Director Cabin Safety & Inflight Services
New Startup
09.2022 - 06.2024
Office Staff
Toronto Catholic District School Board
06.2021 - Current
Service Director
Air Canada
06.2014 - 10.2022
Cabin Crew
Air Canada
12.2012 - 06.2014
PURSER (A380)
Emirates
02.2008 - 02.2011
Cabin Crew (Grd 2 - Grd 1 - Fg1)
Emirates
01.2005 - 02.2008
Passenger Service Supervisor / Instructor
OPUS Flight Services Inc.
03.2002 - 12.2004
Cabin Crew
Canada 3000 Airlines Ltd
10.1997 - 11.2001
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