Emily Zacher
Calgary,AB
Summary
Professional in aviation with a strong background in managing in-flight services and ensuring customer, cabin crew and interdepartmental satisfaction. Proven ability to lead and collaborate with crew members, and colleagues and adapting seamlessly to changing operational needs while maintaining high standards. Skilled in safety protocols, customer service, and conflict resolution, consistently focusing on delivering results that enhance passenger experience and operational efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Cabin Crew Manager
Air Canada
10.2022 - Current
- Act as a coach, motivate and engage our frontline ambassadors.
- Act as a point of contact on focus flights and act upon controllable issues on the spot.
- Provide findings and recommendations to the operational IFS management department in the areas of on-board service compliance, performance management and continuous improvement.
- Effectively communicate company policies, procedures and expectations in the airport operations and act as a direct liaison between frontline ambassadors and the customer experience team.
- Assist with irregular operations, communicate and work with STOC operations, and follow-up on the route cause of delays attributed to IFS.
- Responsible for the administration and handling of disciplinary investigations and conduct meetings as required.
- Maintain flight attendant qualifications and present as a subject matter expert for safety and security procedures in accordance with the Flight Attendant Manual and as outlined in the company service standards.
- Held flight attendants accountable to service expectations to meet company and regulatory standards.
- Fostered partnerships and supportive relationships with local airport operations to facilitate corporate initiatives.
- Engaged flight attendants by creating and fostering personal relationships with crew members.
Manager, Inflight Operations
Flair Airlines
04.2022 - 10.2022
- Providing day-to-day decision making and direction focused on the on-board product delivery, and regulatory requirements including the reporting of deficiencies to the Director, Inflight and other members of Inflight Management.
- Providing day-to-day performance management of Flight Attendants including actively providing Flight Attendants with support, coaching and direction specific to corporate protocol, policies and expectations.
- Monitoring the base performance of Flight Attendants and adherence to policies and procedures by conducting audits and checks, including check rides to monitor the delivery of Inflight product.
- Acting as a subject matter expert on the Flight Attendant Manual, company policies and procedures, and scheduling regulations.
- Coordinating appropriate follow up action with Inflight investigations and incident review meetings, as required.
- Supporting the SMS (Safety Management System) program through participation and reporting.
- Serving as airport liaison and/or line flying, as required.
- Managed and motivated employees to be productive and engaged in work.
- Recruited, interviewed and hired employees and followed up with peer mentoring to promote positive feedback and engagement.
Inflight Instructor
Flair Airlines
01.2022 - 04.2022
- Flight Attendant Initial Instructor (Ground School), providing instruction, coaching and guidance to students to become a successful Flight Attendant as per Transport Canada Regulations.
- Monitored and evaluated exams and aircraft cabin drills.
- Followed lesson plans directed from the inflight training department and a subject matter expert on the Flight Attendant Manual.
- Inflight Instructor with experience conducting EPTP-Emergency Procedures Training Pilots, aircraft cabin training for Pilots.
- Attended meetings, training and activities to enhance skills and credentials.
- Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
- Fostered positive learning environment, encouraging students to express their ideas and questions freely.
- Promoted classroom safety, collaboration, and best practices.
Veterinary Assistant
Barlow Trail Animal Hospital
03.2021 - 01.2022
- Restrained and stabilized animals during examination and treatment to prevent injuries.
- Organized operating room ahead of procedures and assisted veterinarians during surgeries.
- Scrubbed, counted and packed surgical instruments and drapes for autoclave sterilization.
- Cared for animals in post-operative recovery by closely monitoring vital signs and progress.
- Obtained information and history from clients to maintain medical charts.
- Released patients to owners with care directions from veterinary staff.
- Operated radiographic and ultrasound equipment.
- Assisted veterinarians in examining animals.
- Stocked treatment rooms with appropriate supplies, scheduled appointments, answered phones and processed customer payments to boost office efficiency.
Flight Attendant/ Inflight Director
Flair Airlines
03.2017 - 01.2022
- Promoted passenger and crew safety by complying with airline and Transport Canada aviation regulations.
- Directed junior Flight Attendants in proper duties and company regulations.
- Conducted preflight checks to assess general condition and cleanliness of aircraft.
- Anticipated needs of passengers to enhance comfort and promote enjoyable flight.
- Instructed passengers on safety and emergency procedures and answered questions related to flight.
- Certified to operate on a Boeing 737-800/737 Max 8 Aircraft with previous certification on Boeing 737-400 aircraft type.
Flight Attendant
WestJet Encore
10.2016 - 02.2017
- Promoted passenger and crew safety by complying with airline and Transport Canada aviation regulations.
- Certified to operate on a Q-400 Aircraft with two Flight Attendants and trained as in-charge Flight Attendant.
Education
Working Towards Pilot Licensing - Aviation
Calgary Flying Club
Skills
- Policies and Procedures Implementation
- Staff Management/Staff Development
- Operations Monitoring/Performance Assessment and evaluations
- Recruitment and Hiring
- Teamwork and Collaboration
- Problem-Solving
- Decision Making
- Team Leadership
- In-flight safety expertise
- Cabin crew coordination
- Operational efficiency
- Continuous improvement
Languages
English
Native/ Bilingual
French
Professional
Certification
- Transportation of Dangerous Goods Certification -TDG
- First Aid/CPR-AED Certification Recertified Dec.2021
- Mental Health First Aid Certification
Timeline
Cabin Crew Manager
Air Canada
10.2022 - Current
Manager, Inflight Operations
Flair Airlines
04.2022 - 10.2022
Inflight Instructor
Flair Airlines
01.2022 - 04.2022
Veterinary Assistant
Barlow Trail Animal Hospital
03.2021 - 01.2022
Flight Attendant/ Inflight Director
Flair Airlines
03.2017 - 01.2022
Flight Attendant
WestJet Encore
10.2016 - 02.2017
Working Towards Pilot Licensing - Aviation
Calgary Flying Club
Education
true,other
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