TATIANA PETROVICH

Facilitated over 100 classroom and auditorium Hospitality indoctrination training process (CEX Customer experience) for all workgroups including leadership and Crew Services (schedulers)

• Built rapport with diverse groups of stakeholders by demonstrating empathy, active listening skills, and cultural competence during facilitated sessions.
• Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
• Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.
• Increased participant engagement by incorporating interactive activities and group discussions into sessions.
• Identified areas in need of improvement and implemented solutions.
• Promoted continuous learning within the organization by sharing best practices and lessons learned from various facilitation experiences.
• Contributed to improved team performance by facilitating workshops on communication, collaboration, and problem-solving techniques.
• Led virtual training sessions using web-based platforms while maintaining high levels of participant interaction and engagement throughout the event duration.
• Facilitated and restructured Inflight QT (initial) service training for new hires and Hospitality role plays based on customer onboard experience
• Facilitated weekly In classroom and Simulator devices MINT (Business class)service, including additional Hospitality training for Inflight Crew Members for the past 10 years
• Facilitated at least once or twice a month Transatlantic Service for both Core and Mint experience for the past 3 years
• Hospitality approach to de-escalating situations onboard for Recurrent Inflight Crew Members once a week
• Development and strategies projects for Onboard service customer experience
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• Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
• Facilitated and restructured Inflight QT (initial) regulatory training for new hires.
• Development and strategies projects for Onboard safety and customer experience
• Facilitated in classroom and simulator devices on the following areas: Inflight Indoctrination and Qualification Training (QT), Inflight Continuing Qualification Training (CQT), Inflight Requalification Training, Aircraft Differences and Transition Training
• Other training programs related to regulatory compliance or cabin safety
• Delivered training to other companies requiring specialized training related to ln-flightt or Cabin Operations
• Joint training sessions with both Flight and Inflight workgroups on TEM (Thread and Error Management) sessions with both Flight and Inflight workgroups on TEM (Thread and Error Management), Emergency situations, initial training, etc
• Boosted student performance by providing individualized support and targeted feedback.
• Initiated new learning methods, eliminating instructional gaps and improving comprehension.
• Tested and evaluated students on materials presented in workshops and classes.
• Increased student motivation by developing engaging lesson plans that catered to various learning styles.

Completed necessary administrative duties in preparation for scheduled classroom sessions

• Delivered specific programs to Flight Department and Business Partners

Assisted the In-flight Team with special projects and certain administrative duties

• Executed and updated when required, training programs and management, logistics, manuals, testing, grading, record keeping of flight attendant related ground training events; conduct classroom or other ground instruction, employing the necessary training aids in accordance with the Company training program
• Areas of instruction: Cabin Initial course, Conversion 787, Recurrent training, upgrade to SCCM (lead Flight Attendant), Refresher training, Pilot's emergency procedures, recurrent, First Aid, CRM Instructor for both cabin and pilots
• Maintained activities as per AOC regulations and ensured compliance
• Prepared organizational structure and cabin services team
• Ensured optimal level of procedures and customer services in flight and supervising Flight Attendants
• Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.

• Provided excellent service and attention to customers when face-to-face or through phone conversations
• Improved operations by working with team members and customers to find workable solutions
• Obtain solutions during demanding situations and delays
• Personalized customer service guidelines and performance measures specific to branch.
• Provided customer service on accounts and resolved problems.
• Interacted directly with customers and team members to maintain high level of customer service, boosting customer service ratings [Number]%.
• Built positive relationships with customers by providing exceptional customer service.

Directed flight attendants in proper duties and company regulations

• Dealt with mechanical and passenger emergencies according to standards
• Controlled flight environment by responding to disruptive passengers per FAA and federal guidelines
• Completed flight logs, passenger action reports and inventory paperwork with high attention to detail
• Followed safety, passenger and supply pre-flight checklists
• Comforted and provided reassurance to passengers deeming unforeseen or stressful events, such as flight turbulence and flight delays