Astrid Giffen
Edmonton,AB
Summary
Highly motivated individual and experienced Lead Flight Attendant with extensive experience in customer service, safety and sales.
Skilled in building customer relationships and understanding customer needs. Strong communication, leadership and interpersonal skills for providing superior customer service.
Welcoming, personable individual with well-developed hospitality skill and thrives under pressure and when challenged. Handles high-pressure situations with undeniable grace and poise.
Customer-minded professional committed to safety and service. Knowledgeable and polished with excellent communication and writing skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Cabin Crew Member
Westjet Airlines
09.2023 - Current
- International & Domestic Inflight Service, Passenger Safety & Service
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Enhanced customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
- Collaborated with fellow crew members to deliver a seamless flight experience for passengers, ensuring timely departure and arrival.
- Provided compassionate assistance during medical emergencies onboard, administering first aid treatment according to training guidelines until further help arrived.
- Promoted airline loyalty programs and onboard sales, boosting revenue through upselling products and services.
- Led safety demonstrations before each flight, educating passengers on proper use of equipment and emergency exits.
- Checked whether personnel completed required duties and responsibilities during respective shifts.
- Resolved passenger conflicts and medical emergencies during flights.
- Ensured safety and comfort of customers onboard aircraft.
Lead Flight Attendant
Swoop Airlines
09.2018 - 09.2023
- International & Domestic Inflight Service, Passenger Safety & Service
- Conducted pre-flight briefings for crew members, ensuring proper understanding of safety protocols and expectations.
- Handled difficult situations professionally, maintaining composure under pressure while providing effective solutions.
- Provided exceptional customer service, addressing passenger concerns and resolving issues promptly.
- Resolved passenger conflicts and medical emergencies during flights.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Evaluated crew performance during flights, providing constructive feedback for continuous improvement.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Ensured safety and comfort of customers onboard aircraft.
Lead Purser/Flight Attendant
TLC Aviation - Summit Air & First Air
10.2015 - 08.2018
- Private Charters to Northern Canadian Diamond & Gold Mines (Summit Air), Domestic Flight Attendant (First Air), Passenger Safety & Service
- Attended to and provided support to crew members during emergencies, ensuring safety protocols were followed and guests and crew were attended to appropriately.
- Resolved passenger complaints effectively, fostering positive customer relations and encouraging repeat business.
- Supervised cabin attendants in providing personalized service to VIP guests, ensuring their needs were met beyond expectations.
Inside Sales Representative
Aevitas Inc
12.2014 - 08.2015
- Classify Hazardous Waste Streams & determine safest method of disposal, Process request for quotes, Order desk, order entry, processing & follow up
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Negotiated prices and terms of sales with potential customers to reach mutually beneficial agreement.
- Expanded market reach by researching potential clients and initiating contact via phone or email to generate interest in company offerings.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
Metal Processing Sales Representative
Russel Metals Inc.
11.2013 - 11.2014
- Customer RFQ's, Order Desk, order input & processing from CAD files, Field customer concerns, inquiries & follow up, Product promotion & upselling
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Managed customer accounts to secure customer satisfaction and repeat business.
Flight Attendant/Purser
Canadian North Airlines
05.2011 - 11.2013
- Passenger Safety & Service
- Cross Trained as a Crew Member on all aircraft types
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to Transport Canada regulations.
- Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Resolved passenger conflicts and medical emergencies during flights.
Inside Sales
Guardian Building Products
09.2008 - 05.2011
- Order Desk, computer input & processing, Field customer concerns & inquiries, Product promotion & upselling, delivery load planning
- Trained new inside sales representatives, providing guidance on best practices and company policies.
In-charge Flight Attendant
SkyService Airlines
11.2006 - 07.2008
- Passenger Safety & Service
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to Transport Canada regulations.
- Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Supported team morale through effective communication skills that fostered cooperation among diverse crew members under various circumstances.
Flight Manager
Wingtips Airport Services Inc
02.2005 - 09.2007
- Passenger check in & Baggage handling for multiple international & domestic carriers, Arrival & departure of flights, Ticketing Reservation Sales Specialist
- Promoted a culture of excellence within the team by leading by example, sharing best practices, and consistently demonstrating professionalism under pressure.
- Collaborated with ground teams to ensure seamless coordination between in-flight staff and airport personnel for efficient operations.
- Streamlined pre-flight preparation tasks for timely departures and arrivals, contributing to overall airline punctuality.
- Ensured compliance with international aviation regulations through careful monitoring of documentation requirements for both passengers and cargo.
- Addressed customer concerns promptly, providing solutions that exceeded expectations and promoted loyalty to the airline brand.
Education
OSSD Diploma -
Fenelon Falls Secondary School
Fenelon Falls, ON05.1992
Skills
- Attention to Detail
- Exceptional customer service
- Cheerful and energetic
- Superior organizational skills
- Upselling and Cross Selling
- Adept multi-tasker
- Driven
- CRM proficiency
Certification
- W.H.M.I.S Certified
- St. John Ambulance First Aid & CPR Certified
- CT201 Certificate, Single Flight Attendant Onboard, Inflight Institute
- CT301 Certificate, Multiple Flight Attendants Onboard, Inflight Institute
Additional Skills And Information
- Exceptional customer service skills
- Superior communication and problem-solving skills
- Motivated quick thinker and able to take initiative
- Experience working with a wide variety of people in and under different circumstances
- Proven organizational skills, ability to work independently or as part of a team
- Microsoft Office, Outlook, Word, and Excel
- Valid Canadian Passport
- Valid UK Passport
- Valid RAIC (Restricted Area Identity Card) - Edmonton International Airport
Languages
English
Native or Bilingual
Japanese
Elementary
French
Elementary
Timeline
Cabin Crew Member
Westjet Airlines
09.2023 - Current
Lead Flight Attendant
Swoop Airlines
09.2018 - 09.2023
Lead Purser/Flight Attendant
TLC Aviation - Summit Air & First Air
10.2015 - 08.2018
Inside Sales Representative
Aevitas Inc
12.2014 - 08.2015
Metal Processing Sales Representative
Russel Metals Inc.
11.2013 - 11.2014
Flight Attendant/Purser
Canadian North Airlines
05.2011 - 11.2013
Inside Sales
Guardian Building Products
09.2008 - 05.2011
In-charge Flight Attendant
SkyService Airlines
11.2006 - 07.2008
Flight Manager
Wingtips Airport Services Inc
02.2005 - 09.2007
OSSD Diploma -
Fenelon Falls Secondary School
- W.H.M.I.S Certified
- St. John Ambulance First Aid & CPR Certified
- CT201 Certificate, Single Flight Attendant Onboard, Inflight Institute
- CT301 Certificate, Multiple Flight Attendants Onboard, Inflight Institute
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