Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Interests
Timeline
Generic

Jessie KaPo Lam

Vancouver,BC

Summary

Dynamic flight attendant with a strong work ethic and exceptional customer service skills honed at Cathay Pacific Airways. Proven ability to enhance passenger satisfaction through effective communication and attention to detail. Adept in safety procedures and first aid, consistently achieving high performance ratings while fostering teamwork in high-pressure environments.

Accomplished Flight Attendant offering over 14 years in domestic and international commercial airline industry. Highly skilled in responding to emergency situations and remaining cool under pressure. Dedicated to exceptional customer service.

Overview

19
19
years of professional experience

Work History

Flight Attendant

Jazz Aviation LP
03.2025 - Current
  • Delivered exceptional customer service to ensure passenger satisfaction and comfort during flights.
  • Assisted in pre-flight safety checks and emergency procedure briefings for passengers.
  • Adapted quickly to changing situations, maintaining composure during high-pressure scenarios.
  • Collaborated with team members to execute efficient boarding and deplaning processes.
  • Monitored cabin conditions and addressed passenger needs to enhance overall flight experience.
  • Communicated safety protocols effectively to diverse passenger groups, ensuring understanding and compliance.
  • Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.

Guest Relation Representative

St. Paul's Hospital
05.2022 - 03.2025
  • Delivered exceptional customer service by addressing guest inquiries and resolving complaints effectively.
  • Assisted in coordinating guest check-ins and check-outs to enhance operational efficiency.
  • Maintained accurate records of guest interactions using reservation management systems.
  • Streamlined check-in processes for improved efficiency and experience.
  • Answered multi-line telephone system to aid guests, direct callers and make bookings.
  • Created welcoming and comfortable environment for guests.

Client Relation Officer

Maxcolm Finance Ltd
04.2021 - 10.2022
  • Cultivated strong client relationships through proactive communication and personalized service.
  • Resolved client inquiries efficiently, ensuring satisfaction and fostering loyalty.
  • Collaborated with internal teams to streamline processes for improved client experiences.
  • Collaborated with clients to gather necessary documentation for loan processing.
  • Developed strong relationships with clients to facilitate repeat business opportunities.
  • Maintained strict confidentiality of bank records and client information.
  • Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.

Flight Attendant

Cathay Pacific Airways
05.2012 - 04.2021
  • Provided support during in-flight services, contributing to seamless operations and timely deliveries.
  • Engaged in ongoing training sessions to stay updated on safety regulations and customer service standards.
  • Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to regulations.
  • Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
  • Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
  • Answered passenger questions and provided solutions to issues arising during flights.
  • Provided comfort to anxious travelers through active listening, empathy, and reassurance during turbulence or other flight challenges.
  • Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
  • Coordinated with ground personnel to resolve any issues or discrepancies in a timely manner, maintaining smooth operations.
  • Managed inventory effectively, ensuring that all necessary supplies were available for each flight, while minimizing waste and costs.
  • Improved flight attendants' response times to passenger calls by implementing more efficient workflow.
  • Assured timely departures by efficiently completing all pre-boarding tasks.
  • Conducted safety demonstrations before each flight, enhancing passengers' understanding of emergency procedures.
  • Increased customer satisfaction by providing high-quality service and attending to passengers' needs with empathy and professionalism.

Flight Purser

Hong Kong Airlines
05.2011 - 04.2012
  • Led cabin crew operations, ensuring compliance with safety regulations and service standards.
  • Trained and mentored junior flight attendants to enhance service quality and operational efficiency.
  • Coordinated in-flight services, managing inventory and supply levels for optimal performance.
  • Implemented strategies to improve passenger satisfaction through enhanced service delivery techniques.
  • Monitored in-flight safety procedures, conducting regular checks to maintain high safety standards.
  • Responded effectively to passenger inquiries and concerns, fostering a positive travel experience.
  • Collaborated with pilots to maintain awareness of flight status, ensuring timely updates for passengers during unexpected delays or changes.
  • Processed information quickly to take immediate action during unexpected or serious situations.

Flight Attendant

Dragonair Airline Ltd
02.2006 - 01.2011
  • Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
  • Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
  • Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
  • Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
  • Streamlined the boarding process by assisting passengers with seat assignments and providing clear directions during busy flights.
  • Boosted passenger loyalty through personalized service and attention to detail.
  • Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
  • Monitored cabin conditions and addressed passenger needs to enhance overall flight experience.
  • Conducted safety demonstrations before each flight, enhancing passengers' understanding of emergency procedures.
  • Improved flight attendants' response times to passenger calls by implementing more efficient workflow.
  • Increased customer satisfaction by providing high-quality service and attending to passengers' needs with empathy and professionalism.

Education

Bachelor of Arts - French

University of British Columbia
Vancouver, None
05-2002

Skills

  • Customer service
  • Strong work ethic
  • Attention to detail
  • First aid
  • Reliability and punctuality
  • Team collaboration
  • Time management
  • Safety procedures
  • Trilingual

Accomplishments

I was one of the three participants represented Dragonair Airline Ltd to attend the competition in ISPY Awards in London, it was the biggest international in-flight duty free sales event, more than 20 airlines attended.

Languages

English
Full Professional
French
Limited Working
Cantonese
Native or Bilingual
Mandarin
Full Professional

Interests

  • Reading
  • Gym Workouts
  • Yoga
  • Solo travels
  • Jogging

Timeline

Flight Attendant

Jazz Aviation LP
03.2025 - Current

Guest Relation Representative

St. Paul's Hospital
05.2022 - 03.2025

Client Relation Officer

Maxcolm Finance Ltd
04.2021 - 10.2022

Flight Attendant

Cathay Pacific Airways
05.2012 - 04.2021

Flight Purser

Hong Kong Airlines
05.2011 - 04.2012

Flight Attendant

Dragonair Airline Ltd
02.2006 - 01.2011

Bachelor of Arts - French

University of British Columbia

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Jessie KaPo Lam