Diana Gordon
London
Summary
I am an experienced aviation professional with over 11 years in the field - skilled in leading multinational teams, delivering premium customer service and representing brand values. During this time, I was recognized for strong leadership, being calm, adaptable and having excellent communication skills. Also, I am confidant with data analytics, reporting and problem solving.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Inflight Lead
British Airways
London
12.2017 - Current
- Led and supervised cabin crew teams members, ensuring compliance with aviation regulations and company standards.
- Conducted pre-flight briefings, assigned duties, and motivated crew to maintain high service and safety standards.
- Delivered premium service to customers
- Managed in-flight incidents including medical emergencies and passenger conflicts.
- Acted as senior liaison between cabin crew and flight deck.
- Delivered difficult messages and feedback to colleagues with empathy.
- Monitored and evaluated crew performance, providing coaching, feedback, and mentorship.
- Handled VIPs and special service requests with discretion and professionalism.
- Completed post-flight reports documenting safety, service, and operational matters.
Cabin Crew Administrator
British Airways
London
02.2024 - 08.2024
- Performed daily administrative tasks to support the management of cabin crew.
- CMS data entry and data analytics.
- Comprehensive knowledge of EXCEL.
- Supported various projects including documentation creation, visas and different certificates.
- Monitored absence and compliance with the company's policies.
- Coached new joiners in their new role and focused on integration.
Cabin Crew and Brand Ambassador
Etihad Airways
Abu Dhabi, United Arab Emirates
08.2014 - 09.2017
- Participated and led promotional events such as Formula 1 Abu Dhabi Grand Prix and Zurich Film Festival.
- Worked collaboratively with colleagues from a multicultural background.
- Promoted the company's new products, services and the launching of new routes.
- Responded to in-flight emergencies, administering first aid and supporting evacuation procedures.
- Managed in-flight sales and provided product knowledge to customers.
- Managed tight schedules and shifts under the GCAA regulations.
Accounts Payable Process Associate
Genpact
Cluj-Napoca, Romania
11.2012 - 05.2014
- Processed vendor invoices ensuring timely and accurate payments in compliance with company policies.
- Handled vendor queries and reconciled vendor statements.
- Reconciled supplier accounts.
- Assisted in month-end closing activities, including accruals and reporting.
- Ensured accuracy in data entry, supporting financial audits and compliance requirements.
- ERP platform used - Oracle.
Education
Master of International Business Management - Business Administration
Babes-Bolyai University
Cluj-Napoca, Romania06.2014
Bachelor of Business Administration - Economics
Babes-Bolyai University
Cluj-Napoca, Romania07.2012
Skills
- Strong communication skills, both verbal and written
- Multilingual: English, Romanian, Spanish
- Premium customer service experience
- Leadership & coaching experience
- Confident user of Excel and other Microsoft platforms
- Knowledge of ERP/accounting systems - Oracle
- Organizational skills
- Teamwork and collaboration
Certification
Cisco Certified Network Associate Routing and Switching
Languages
English
Fluent
Romanian
Native
Spanish
Upper intermediate
French
Intermediate
Timeline
Cabin Crew Administrator
British Airways
02.2024 - 08.2024
Inflight Lead
British Airways
12.2017 - Current
Cabin Crew and Brand Ambassador
Etihad Airways
08.2014 - 09.2017
Accounts Payable Process Associate
Genpact
11.2012 - 05.2014
Master of International Business Management - Business Administration
Babes-Bolyai University
Bachelor of Business Administration - Economics
Babes-Bolyai University