Pacifa Pereira

Dedicated and highly customer-focused aviation professional with nearly 10 years of experience in airport operations, passenger services, and hospitality within fast-paced international environments. Extensive expertise in flight operations support, aircraft turnaround coordination, boarding management, and regulatory compliance.

Flight

Controller trained with strong operational awareness and the ability to perform effectively under pressure while maintaining exceptional customer service standards. Recognised for problem-solving, attention to detail, and ensuring safe, smooth, and on-time airport operations.

Customer Service Agent / Flight Controller (Trained) - Dnata Ltd - Heathrow Airport

(2016-06)

Passenger Service & Airport Operations Responsibilities and Flight Controller Trained Responsibilities

• Provide high-quality customer service to international passengers in a busy airport environment
• Manage check-in, boarding gate operations, and departure procedures to support efficient and punctual flights
• Verify passports, visas, and travel documentation in accordance with airline, immigration, and security regulations
• Handle passenger enquiries, complaints, delays, and disruptions professionally and efficiently
• Support passengers requiring special assistance, including reduced mobility travellers and unaccompanied minors (UMNR)
• Conduct security questioning and ensure compliance with dangerous goods and baggage regulations
• Ensure battery-powered wheelchairs and batteries meet airline safety requirements
• Process payments for excess baggage, seat upgrades, and cabin upgrades
• Deliver clear operational, boarding, and missing passenger announcements
• Assist passengers with self-service kiosks, bag drop, and oversized baggage procedures
• Ensure operational areas and check-in counters are prepared before shift commencement
• Provide VIP meet-and-assist services for arrival and departure passengers
• Coordinate full aircraft turnaround activities to meet strict operational timelines and on-time departure targets
• Liaise with cabin crew, ground handling teams, dispatch, airport authorities, engineers, aircraft staff, and shift supervisors
• Monitor boarding progress and ensure efficient and timely gate closure
• Proactively identify and resolve operational challenges in real time to minimise delays
• Maintain strong situational awareness in high-pressure airport operations
• Ensure all procedures align with airline standards, aviation safety regulations, CAA requirements, and compliance procedures
• Coordinate standby staff allocation according to priority code
• Support cabin crew check-in procedures
• Liaise with engineers regarding aircraft seat defects or operational issues

Shift Manager - McDonald's

(2014-03 - 2017-03)

• Led and supervised a team of 15+ staff in a high-volume customer service environment
• Managed daily operations, staffing levels, service quality, and customer satisfaction
• Maintained high standards of cleanliness, hygiene, and food safety compliance
• Oversaw stock control, ordering, inventory management, and cash procedures
• Resolved customer concerns professionally and effectively
• Trained, coached, and developed team members to improve performance and productivity

Graduate - Commerce & Arts - Rosary College of Commerce and Arts (2012)

A Levels Equivalent - Rosary Higher Secondary School (2008)

GCSE Equivalent - Perpetual Succour Convent High School (2006)