Summary
Overview
Work History
Education
Skills
Timeline
Generic

Zarah Cummings

Bainbridge Island,USA

Summary

With 14 years experience as a skilled Flight Attendant and eight years as SFO AFA EAP Chair, my background is rooted in conflict resolution, Inflight Training, and First-Class service. I bring a poised, personable, and detail-oriented approach to my work, with a passionate drive for learning and a commitment to continual improvement. My ultimate goal is to secure a position in the Inflight Training Department, where I can share my love for learning by utilizing my expertise in Policies and Procedures, Safety, and Service.

Overview

14
14
years of professional experience

Work History

Flight Attendant

Virgin America and Alaska Airlines
01.2011 - Current
  • 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 FAA 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.
  • Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
  • Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
  • Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
  • Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
  • Supported team morale through effective communication skills that fostered cooperation among diverse crew members under various circumstances.
  • Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
  • Resolved passenger conflicts and medical emergencies during flights.
  • Streamlined the boarding process by assisting passengers with seat assignments and providing clear directions during busy flights.
  • Assisted in managing passenger conflicts with diplomacy and professionalism, maintaining peaceful cabin environment.

EAP Chairperson SFO Base

Alaska Airlines
01.2017 - 01.2024
  • Assessment, support, and resource referral services
  • Advocating for the welfare and well-being of union members through the support of EAP services and addressing issues related to employee mental health, addiction, workplace stress and injury, crisis, critical incidents, or personal issues affecting members
  • Advancement of Professional Standards through conflict resolution, coaching, and tandem formulation of strategies to those in need
  • Rendered CIRP emergency response to Flight Attendants in the aftermath of a critical incident or workplace trauma (ranging from turbulence to catastrophic accidents, as well as physical assaults, threats/violence, etc.)
  • Ability to maintain strict confidentiality, and ensuring that all communications and records related to the EAP are kept confidential and in accordance with legal and ethical standards
  • Organizing and chairing meetings with the goal of providing leadership to EAP committee members and ensuring that SFO EAP functions effectively
  • Providing regular reports to AFA Leadership on the utilization and effectiveness of SFO EAP
  • Collaborating with Company, EAP providers, and Union Leaders to address gaps in the program in order to identify areas for improvement of the program and ensure strong integration into the workplace
  • Act as Liaison for Flight Attendants during Mental Health Debriefings
  • Promoting awareness of EAP services to union members, ensuring they understand how to access help by organizing workshops, seminars, or informational sessions to educate members about the benefits and resources of the EAP
  • Promoted organizational transparency by implementing clear reporting structures and open communication channels.

Air Transportation Supervisor

Virgin America
01.2014 - 08.2018
  • Classroom and Service Instructor
  • Conduct IOE and Service Flights
  • Completed Cabin Safety Audits
  • Complete Service Audit flights with Lead Flight Attendants
  • Support New Hire Flight Attendants by serving as mentor, coach and role model
  • Enforcing Regulatory Requirements, Uniform Compliance, Company Policy and Procedures and Values
  • Provided peer-to-peer coaching in regards to responsibilities of the Inflight Lead and Inflight Teammate position
  • Submitted all official reports, FAA documents and summaries of audits, service fights, and IOE in a timely and accurate manner

Promo Team Member

Virgin America
01.2013 - 01.2016
  • Representing the airline at external events such as travel expos or industry conferences
  • Engaging with customers directly during events to promote special offers, answer questions, and gather feedback
  • Increasing engagement and encouraging participation at promotional events
  • Increasing brand awareness by embodying the "Virgin Vibe".
  • Creating buzz around new routes, services, or features, such as new aircraft, upgraded amenities, by participating in campaigns

First Class Service Standards - Special Assignment

Virgin America
01.2014 - 01.2015
  • Classroom Instructor for First Class Service- teaching clear guidelines for customer service, meal presentation, cabin cleanliness, and ensuring crew members are knowledgeable about fine dining service, wine pairings, and any other premium offerings.
  • Developed and maintained Service Standards for First-Class Cabin
  • Conducted Service Audits of Inflight service to ensure that First Class passengers are receiving the expected level of service while simultaneously confirming the quality of onboarded products delivered by Catering were loaded correctly in catering carts with adequate supplies and organized according to pre-arranged specifications.


Aviation Hotel Committee

Virgin America
01.2012 - 01.2013
  • Conducting site inspections to prospective hotels to evaluate offered services ensuring they are tailored to the specific needs of aviation staff
  • Verifying hotel accommodations complied with Company Policies, CBA and Safety standards, including working hours, rest requirements, and cleanliness and comfort standards for crew members
  • Identifying opportunities to reduce costs while maintaining standards, such as negotiating group rates or off-peak discounts
  • Acting as the liaison to facilitate smooth operations by serving as a point of contact for staff to report concerns, complaints, or suggestions and collecting feedback regarding hotel accommodations

Education

Bachelor of Arts - Psychology

Mills College
Oakland, CA

Skills

  • Classroom Training and Peer Coaching
  • Customer Service and Hospitality Service Expertise
  • Detail-Oriented Approach
  • Skilled at working both Independently and Collaboratively in a Team Environment
  • Reliability and Punctuality
  • Strong Organizational and Time Management Skills
  • Excellent Verbal and Written Communication Skills
  • Exceptional Public Speaking and Interpersonal Communication Skills
  • Conflict Resolution and Mediation
  • Adaptable and Proficient in Learning New Concepts Quickly and Efficiently
  • Microsoft Word, Powerpoint, Outlook and Apple IOS
  • Team Leadership

Timeline

EAP Chairperson SFO Base

Alaska Airlines
01.2017 - 01.2024

Air Transportation Supervisor

Virgin America
01.2014 - 08.2018

First Class Service Standards - Special Assignment

Virgin America
01.2014 - 01.2015

Promo Team Member

Virgin America
01.2013 - 01.2016

Aviation Hotel Committee

Virgin America
01.2012 - 01.2013

Flight Attendant

Virgin America and Alaska Airlines
01.2011 - Current

Bachelor of Arts - Psychology

Mills College

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Zarah Cummings