1. Neil Hitcham
Tel: 020 85684979 / 07950 510633
14 Enfield Road, Brentford TW8 9NX
neil.hitcham@gmail.com
EMPLOYMENT HISTORY
2005 to date Cabin Service Director • London Heathrow Airport
As a Cabin Service Director I oversee flights and ensure that all safety, punctuality and
service standards are met onboard and that staff are compliant with all regulations. I am
responsible through many formats in feeding back on new initiatives, suggesting areas
for improvement and highlighting areas where we can gain a competitive advantage.
During flights I am solely responsible for handling customer complaints to a satisfactory
resolution. I have access to confidential databases and use this information to either
compensate or to investigate the issues further. I am recognised as a natural leader
and enjoy motivating and developing my teams whether on board or remotely. Gaining
customer confidence and increasing their loyalty to the brand is always paramount. I
am involved in project work and employee annual reviews that require effective time
management. My communication skills and ability to present to any number of people
are also extraordinary.
2004 – 2005 Customer Service Assistant ‘Alliance and Leicester’ • Ashford, Kent
During this period I assisted customers over the telephone, providing information on
products and services along with account information. Due to the nature of the banking
industry I was required to undertake continuous training to remain compliant with all
working practices and competitors products. Prior to leaving I was offered promotion as
a Team Manager having demonstrated excellent leadership qualities.
2001 – 2004 Sales Assistant ‘Joseph’ • Brooke Street, London
Working in a busy ‘high end’ clothing store in London’s West End, assisting customers
with purchases, alterations, resolving any issues and orchestrating effective stock
control counts on a regular basis.
2002 – 2004 Sales/Quality Assurance Supervisor ‘TicketMaster’ • London
Initially responsible for monitoring the performance and sales techniques used by the
telephone sales team I was quickly promoted to oversee the welfare and development
of over 200 staff.
2001 – 2002 Bookers Assistant ‘Felix DeWolfe’ • London
Managing all telephone queries to establish talent availability with clients. Preparing
promotional materials to help secure bookings. Supporting the actors in regard to
passing on relevant information in advance and on the day. Verifying fees and budgets
with main bookers.

2. 1998 – 2001 Store Manager ‘Tim & Company’ • Miami, Florida
Responsibilities involved opening and closing the store, overseeing the day’s
appointments for the designer and managing any orders. I would also assist with sales
and repairs when the designer was unavailable.
1997 – 1998 Account Manager ‘Hard Candy’ Harvey Nichols • Knightsbridge, London
Established a new concession within Harvey Nichols Knightsbridge store. Hiring full and
part time staff, conducting regular staff performance reviews, managing strict budget
limitations and ensuring effective stock control. Created training programs to improve
customer service.
1993 – 1997 Customer Service Assistant ‘American Airlines’ • London Heathrow Airport
Initially employed in the reservations department I was headhunted to work at the
airport itself (having self taught myself the various booking systems). I began at check
in, then ticketing and finally the boarding gates and flight connections.
EDUCATION
2001 – 2004 London South Bank University • London
Bsc Computing Studies. Working primarily in Java; focusing on software programming
and design.
1985 – 1989 The Forest School for Boys • Winnersh, Wokingham
GCSE’s in English Language, English Literature, Maths, Chemistry, Physics, Biology,
Geography and French.
ADDITIONAL QUALIFICATIONS and NOTES
First Aid, Fire Marshall, GNVQ Sales and Marketing, PADI Open Water Diving
Certification and Established the ‘Telephone Techniques’ Training programme for
Harvey Nichols.
Over the last 18 months I have also worked on an adhoc basis for The Railway Touring
Company as a silver service waiter in the fine dining carriages.