Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Rachael Poh

Rachael Poh

Summary

Experienced Cabin Crew with more than 20 years of experience. Advanced to be a qualified Safety Emergency Training Specialist and Crew Resource Management Facilitator. Equipped with the knowledge and skills required to deliver effective, practical SEP training that addresses the specific nature of company's operations and procedures.

Overview

29
29
years of professional experience
5
5
Certification

Work History

Trainer (SEP)

Gallop Airpac Pte Ltd
11.2022 - 04.2023
  • Safety Emergency Procedure Trainer
  • Work on SEP manual, ensuring it is conforming to authority regulations.
  • Design and implement training plan.
  • Source for training facilities.
  • Conduct recruitment assessment.

Flight Operations Executive

Capa Jet Pte Ltd
07.2022 - 11.2022
  • Attend to private jet operations.
  • Organize airlines ticketing bookings.
  • Collaborated on operational support tasks to achieve common goal.

Senior Client Relationship Executive

Dynamics Therapy Center
01.2021 - 07.2022
  • Attend to inquiries through phone , email and walk in clients.
  • Invoicing clients and maintaining daily account settlements.
  • Managing therapists' schedule.
  • Appointments making and updating changes.
  • Documented accurate data on customer relationships to maintain strong ties and customer satisfaction.

Customer Care Officer/ Boutique Consultant

Swatch Group
01.2019 - 12.2020
  • Provide assistance for customers' watch servicing.
  • Support administration process of watch despatch.
  • Registration of watch servicing Via SAP.
  • Cashiering inclusive of daily account settlements.
  • Attending inquiries through phone, email and walk-in customers.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Work closely with the team in achieving sales targets.
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities to achieve individual's sales targets.

Safety Emergency Procedures Trainer/Specialist

Jetstar Asia
01.2018 - 01.2019
  • Certified Safety Trainer, conducting Initial Training for Cabin Crew and Flight Crew
  • Conduct Annual Recurrent Training for Cabin Crew/ Flight Crew
  • Conduct Flight Audit
  • Preparation of training materials
  • Maintaining Training Records
  • Assist in annual audit conducted by authority
  • Making arrangement/booking of training facilities
  • Communicated with team members to enforce deadlines and quality standards.

Trainer(SEP, CRM) /Team Leader/ Crew in Charge

Scoot Pte Ltd
01.2012 - 01.2018
  • Approved Crew Resources Management (CRM) trainer.
  • Facilitate Crew Resources Management Training.
  • Conduct Basic Cabin Crew Training including SOP and Cabin Management.
  • Approved B777 AND B787 In-flight Checker - Conduct Assessment/Check out flights for crew on new aircraft type.
  • Certified SEP Trainer to conduct AB-initial training, recurrent and conversation training for cabin crew and flight crew.
  • Manage and develop performance of a team of 40 – 50 crew members.
  • Supervised team members and oversaw effective and efficient completion of job duties.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Operates flights assuming role of Crew-in-charge.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.

Customer Service Manager

Jetstar Airways
01.2010 - 01.2012
  • Responsible for In-flight services and ensure passengers needs are met responsible for all sales on board.
  • Ensure high level of in-flight safety standards are consistently maintained by crew.
  • Provide First Aid when required.
  • Lead team of cabin crew.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Taking care of their welfare, guiding and coaching; motivating them in achieving company goals.
  • Maintain effective communication between crew member and Flight deck crew.

VIP Flight Attendant

Freelance
01.2010 - 12.2020
  • Ensured safety and comfort of customers onboard aircraft.
  • Situational management of unusual and demanding in-flight situations
  • Resolved passenger conflicts and medical emergencies during flights.
  • Responsible for organizing catering and amenities on board
  • Assisted passengers in boarding and deplaning aircraft.

Inflight Service Director

Kingfisher Airlines
01.2008 - 01.2009
  • Responsible for smooth in-flight service operations
  • Maintain effective communication between crew member and Flight deck crew
  • Ensure all in-flight services and safety aspects are met throughout flight
  • Take care of passengers and all team members' welfare
  • Provide solutions and service recovery of passengers issues and needs

Cabin Crew

Cathay Pacific Airways
01.2008
  • Responsible for in-flight services and safety aspects of the flight
  • Work as a team to ensure passengers' comfort is well taken care of
  • Reason for leaving:
  • Career progression

Regional Flight Attendant

Airlines
01.2006 - 01.2008
  • Ensured safety and comfort of customers onboard aircraft.
  • Resolved passenger conflicts and medical emergencies during flights.
  • Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
  • Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
  • Performed pre-flight cabin checks to maintain operational safety equipment.
  • Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.

Cabin Manager

Etihad Airways
01.2005 - 01.2006
  • Lead a team of 11 crew member and conduct briefing prior flights.
  • Ensure service and safety standards are adhered to company standards.
  • Ensure crew welfare is looked after.
  • Provide guidance and coaching to crew.
  • Coordinate with team member and flight deck crew for an smooth operation.
  • Liaise with caterer ensuring catering is proper.
  • Maintain effective communication with flight deck crew.
  • Responsible for decision making and problem solving.


Leading Stewardess

Singapore Airlines
01.1994 - 01.2003
  • Deliver onboard service to First and Business class passengers.
  • Oversees and provide Economy Class in-flight service.
  • Ensure correct catering of food and beverages.
  • Ensured safety and comfort of customers onboard aircraft.
  • Resolved passenger conflicts and medical emergencies during flights.
  • Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.

Education

G.C.E A Level

Townsville Institute

Skills

  • Aircraft type experience: B787/ B747/ B777/ A310/ A320/ A330/ A340/ G450
  • Company Policy Adherence
  • Safety Procedures / Emergency Procedures /Evacuation Procedures
  • Safety Regulation Compliance
  • Crew Resource Management
  • Coaching and Training
  • Critical Thinking
  • Active Learning
  • Pre-Flight Briefings
  • Administer First Aid / Adult AED and CPR
  • Excellence Customer Service

Accomplishments

  • Entrusted as the Crew-in-charge on proving flight and evacuation demonstration in the process of obtaining Air Operator Certificate.
  • Operated inaugural flights as Crew-in-charge or crew in various airlines.
  • Approved B777 and B787 In-flight Checker to conduct assessment for crew on new aircraft type.



Certification

  • Advanced Certificate in Learning And Performance (ACLPv2)
  • Human Performance & Limitations Course
  • Workforce Skills Qualification: Conduct on-the-job training
  • Workforce Skills Qualification: Conduct Competency-Based Assessment Certificate
  • Internal Auditor Course Certificate (ISO9001:2015)
  • Workforce Skills Qualification: Learners' Profile Analysis
  • Workforce Skills Qualification: Technology-Enabled Learning Delivery
  • Civil Aviation Authority of Singapore certified Safety Emergency Procedures Instructor
  • Civil Aviation Authority of Singapore certified Crew Resource Management Instructor

Timeline

Trainer (SEP)

Gallop Airpac Pte Ltd
11.2022 - 04.2023

Flight Operations Executive

Capa Jet Pte Ltd
07.2022 - 11.2022

Senior Client Relationship Executive

Dynamics Therapy Center
01.2021 - 07.2022

Customer Care Officer/ Boutique Consultant

Swatch Group
01.2019 - 12.2020

Safety Emergency Procedures Trainer/Specialist

Jetstar Asia
01.2018 - 01.2019

Trainer(SEP, CRM) /Team Leader/ Crew in Charge

Scoot Pte Ltd
01.2012 - 01.2018

Customer Service Manager

Jetstar Airways
01.2010 - 01.2012

VIP Flight Attendant

Freelance
01.2010 - 12.2020

Inflight Service Director

Kingfisher Airlines
01.2008 - 01.2009

Cabin Crew

Cathay Pacific Airways
01.2008

Regional Flight Attendant

Airlines
01.2006 - 01.2008

Cabin Manager

Etihad Airways
01.2005 - 01.2006

Leading Stewardess

Singapore Airlines
01.1994 - 01.2003

G.C.E A Level

Townsville Institute

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