Mohammad Fadzly Bin Masood
Experienced Flight Attendant
Kota Kinabalu
Summary
Dynamic and dedicated former cabin crew member with over 18 years of experience in aviation, with a proven track record of delivering exceptional customer service and creating memorable experiences. Committed to safety and comfort while fostering a warm environment. In-depth knowledge of in-flight operations and a focus on customer satisfaction make for a valuable asset to the Cathay Pacific team. Eager to contribute skills and passion for exceptional service to elevate the customer experience at Cathay Pacific.
Overview
20
20
years of professional experience
2
2
Languages
Work History
Senior Cabin Crew
Air Asia
09.2017 - 09.2021
- Improved guest satisfaction scores by 30% through exceptional, personalized service and proactive attention to individual needs.
- Boosted team morale by 25% through effective leadership techniques that created a positive work environment for crew members.
- Implemented appraisal programs for junior and senior crew members, resulting in a 30% increase in employee engagement scores and promoting a culture of continuous learning and development.
Cabin Crew
Air Asia
10.2012 - 09.2017
- Optimized guest experience by proactively identifying potential issues, resulting in a 40% reduction in complaints and a 20% increase in guest satisfaction scores.
- Improved teamwork among crew members through active participation in debriefings and sharing constructive feedback after each flight.
- Achieved a 30% increase in crew collaboration scores and a 25% reduction in operational errors during flights.
Cabin Senior
Qatar Airways
01.2010 - 06.2011
- Enhanced guest satisfaction by providing exceptional service and addressing individual needs, leading to a 20% increase in positive passenger feedback scores and a 15% improvement in overall customer satisfaction ratings.
- Increased revenue from in-flight duty-free sales by effectively promoting products and enrolling non-member guests into the privileged club, resulting in a 35% boost in sales volume and a 40% rise in club membership sign-ups.
- Improved cabin efficiency through meticulous pre-flight preparations and post-flight tasks, achieving a 25% reduction in turnaround times and a 15% increase in on-time departures, which contributed to enhanced operational productivity and guest satisfaction.
Cabin Crew - Premium Cabin Crew
Qatar Airways
04.2006 - 01.2010
- Enhanced guest satisfaction through exceptional in-flight service and prompt resolution of concerns, resulting in a 20% increase in positive guest feedback scores and a 15% improvement in overall satisfaction ratings.
- Addressed over 150 guest inquiries weekly, achieving a 95% resolution rate and reducing complaints by 40%, leading to a 10% increase in positive flight experience ratings.
- Provided personalized assistance to an average of 20 children, elderly, and special needs guests per flight, resulting in a 15% increase in positive feedback and a 30% rise in satisfaction scores in post-flight surveys.
Cabin Crew
Malaysia Airlines
05.2001 - 04.2006
- Delivered exceptional care to an average of 15 passengers with special needs per flight, resulting in a 20% increase in positive feedback, as shown in post-flight surveys.
- Facilitated seamless meal service by accurately taking orders from an average of 100 passengers per flight and ensuring timely delivery.
- Accommodated dietary restrictions for about 25% of passengers, leading to a 30% increase in positive feedback regarding meal satisfaction.
- Attention to detail reduced meal-related complaints by 15% and enhanced the overall in-flight dining experience.
Education
Cert In Travel Operation - Hotel And Tourism Management
MARA Institute of Technology
Kota Kinabalu, Sabah, Malaysia 04.2001 -
Skills
- Emergency procedures
- Conflict resolution
- Problem-solving
- Team collaboration
- Detail-oriented
- Adaptability and flexibility
- Customer service
- First aid
- Medical emergency response
- Emergency procedures
Timeline
Senior Cabin Crew
Air Asia
09.2017 - 09.2021
Cabin Crew
Air Asia
10.2012 - 09.2017
Cabin Senior
Qatar Airways
01.2010 - 06.2011
Cabin Crew - Premium Cabin Crew
Qatar Airways
04.2006 - 01.2010
Cabin Crew
Malaysia Airlines
05.2001 - 04.2006
Cert In Travel Operation - Hotel And Tourism Management
MARA Institute of Technology
04.2001 -
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