Mark Alistair Dougan

Experienced Cabin Crew professional with a strong background in customer service, safety, healthcare and supporting people in demanding environments. Currently working for Loganair, with responsibility for passenger safety, regulatory compliance and delivery of an excellent onboard customer experience. Bringing over 15 years of experience across aviation, healthcare and customer service, I have developed excellent communication, teamwork and problem-solving skills.

I remain calm under pressure, use initiative effectively and am confident dealing with challenging situations while maintaining a professional and customer-focused approach.

CABIN CREW - Loganair

(2023-05)

• Ensure the safety, security and comfort of passengers throughout all stages of the flight.
• Carry out pre-flight and post-flight cabin checks in accordance with company procedures and aviation safety regulations.
• Deliver clear safety demonstrations and provide passengers with guidance throughout their journey.
• Provide assistance to passengers requiring additional support, including elderly passengers, individuals with disabilities and unaccompanied minors.
• Respond calmly and effectively to unexpected situations and emergencies.
• Deliver a high standard of customer service, managing enquiries and resolving concerns professionally.
• Work closely with flight crew and fellow cabin crew to ensure the safe and efficient operation of each flight.
• Manage onboard food and beverage service while maintaining excellent customer care.
• Demonstrate professionalism, adaptability and attention to detail in a fast-paced, safety-critical environment.

HEALTHCARE SUPPORT WORKER - NHS Scotland, Fife

(2014-08 - 2023-04)

• Provided compassionate, person-centred care and support to individuals with a range of healthcare needs.
• Assisted patients with daily living activities while promoting dignity, independence and wellbeing.
• Monitored patients and reported changes in their condition to relevant healthcare professionals.
• Provided emotional support and reassurance to patients and their families.
• Worked effectively as part of multidisciplinary healthcare teams.
• Maintained high standards of hygiene, safety and infection control.
• Supported individuals with medication routines in line with care plans and professional guidance.

COMPLEX CARE SUPPORT WORKER - 1st Homecare Ltd

(2011-10 - 2014-07)

• Provided high-quality, person-centred care to individuals with complex medical needs.
• Supported clients with daily living activities while maintaining dignity, privacy and independence.
• Worked closely with healthcare professionals and multidisciplinary teams to coordinate effective care.
• Monitored clients and reported changes in their condition appropriately.
• Provided emotional support and reassurance to clients and their families.
• Maintained a calm and professional approach in challenging and sensitive situations.

CUSTOMER SERVICE ADVISOR - Sky, Larbert, Stirlingshire

(2010-10 - 2011-09)

• Responded to customer queries efficiently and professionally.
• Resolved customer complaints while maintaining a positive, customer-focused approach.
• Developed strong communication and problem-solving skills in a fast-paced environment.
• Worked to meet customer service and operational targets.
• Built positive relationships with customers and colleagues.
• Identified customer needs and provided appropriate solutions and support.

BACHELOR OF ARTS (BA) WITH HONOURS - General - University of Stirling, Stirling (2004-09 - 2009-06)