Michelle Dos Ramos-Bervas
El Campello
Summary
Travel and customer service leader with over 10 years of experience in the airline industry, including roles in cabin crew, recruitment, and management. Proven ability to deliver exceptional service, resolve issues independently, and maintain compliance with safety and travel regulations. Extensive knowledge in business and leisure travel operations, fares, ticketing, and client support. Multilingual in English, Spanish, and Portuguese, with a strong focus on professional communication and managing sensitive information.
Overview
14
14
years of professional experience
1
1
Certification
Work History
People Support Manager
easyJet Airlines LTD
London Gatwick
12.2019 - 10.2024
- Advised and supported over 3,000 crew and pilots on performance, compliance, and customer service standards.
- Investigated and resolved safety reports and complex personnel issues, ensuring operational integrity.
- Conducted investigations and disciplinary meetings, managing outcomes ranging from warnings to dismissals.
- Maintained professionalism and discretion when handling confidential traveler and employee information.
- Applied multilingual skills (Spanish, Portuguese, English) to translate and support effective communication.
Cabin Crew Recruiter
easyJet Airlines LTD
London Gatwick
10.2017 - 12.2019
- Supervised and assessed candidates during recruitment days, ensuring alignment with company service standards.
- Conducted 1:1 interviews and delivered presentations to prospective recruits.
- Evaluated candidates’ performance in team exercises, maintaining fairness and attention to detail.
- Handled sensitive candidate data with accuracy and GDPR compliance.
- Translated recruitment documents and adverts into Spanish and Portuguese.
Cabin Crew / Cabin Manager
easyJet Airlines LTD
London Gatwick
01.2011 - 01.2019
- Delivered exceptional passenger care on domestic and international flights, anticipating needs and resolving issues.
- Ensured compliance with airline safety procedures and corporate travel policies.
- Coordinated with pilots, ground staff, and crew to guarantee smooth operations and on-time performance.
- Managed onboard sales, revenue banking, and promoted additional services to enhance customer experience.
- Trained, motivated, and supervised crews, fostering teamwork and service excellence.
Education
BTEC - Travel and Tourism
Chichester College
UK06.2008
National Certificate - Airline Services and Management
City College Brighton & Hove
UK07.2007
BA Honours - Business Management
The Open University
UKtrue
Skills
- Corporate and Leisure Travel Operations
- Customer Service Excellence
- GDS Knowledge (Sabre & Amadeus)
- Ticketing and Fares Expertise
- Problem Solving & Conflict Resolution
- GDPR Compliance & Data Handling
- Leadership & Team Development
- Multilingual Communication (English, Spanish, Portuguese)
Certification
- Virgin Atlantic Airways Fares and Ticketing Level 2
- NCFE Level 2 Conflict Management
- NCFE Level 2 Customer Service
- Edexcel Level 2 BTEC Certificate – Air Cabin Crew & Airline Operations
- MHFA England – Mental Health First Aider
- EasyJet Cabin Crew & Cabin Manager Training
- ICT and French Language NVQ
Languages
- Spanish, Native
- English, Native
- Portuguese, Fluent
Timeline
People Support Manager
easyJet Airlines LTD
12.2019 - 10.2024
Cabin Crew Recruiter
easyJet Airlines LTD
10.2017 - 12.2019
Cabin Crew / Cabin Manager
easyJet Airlines LTD
01.2011 - 01.2019
BTEC - Travel and Tourism
Chichester College
National Certificate - Airline Services and Management
City College Brighton & Hove
BA Honours - Business Management
The Open University
Similar Profiles
ROHITH REDDY RIKKAROHITH REDDY RIKKA
Senior Software Engineer at EasyJet AirlinesSenior Software Engineer at EasyJet Airlines
Deborah TownsendDeborah Townsend
Cabin Manager at EasyJet Airlines Pty LtdCabin Manager at EasyJet Airlines Pty Ltd
Louis Camille Fernando MermoudLouis Camille Fernando Mermoud
Cabin Crew Member at Easyjet AirlinesCabin Crew Member at Easyjet Airlines
Emelie Andreu GarcíaEmelie Andreu García
Food Service Assistant at El Rancho de la PatataFood Service Assistant at El Rancho de la Patata
Valentin Cosmin BrumaValentin Cosmin Bruma
Customer Service Agent at H&MCustomer Service Agent at H&M