Michelle B.

MICHELLE is a Training & Performance Development professional with extensive experience built in the Aviation and Hospitality industry. She was based in Bahrain since 1983, where a large part of her career was spent in a training role with the international airline Gulf Air.

Since February 2013, MICHELLE is based in Abu Dhabi. Prior to 1983, having obtained a Bachelor of Arts degree in Sociology, MICHELLE began her career in the hospitality industry, as a Management trainee with a prominent hotel chain in Mumbai – India.

In 1983, MICHELLE joined Gulf Air as a flight attendant. During her twenty-six years tenure with the airline, she was entrusted with varied responsibilities, and gained internal promotion as Cabin Crew Manager and as an Instructor/Programme Designer where she gained experience in training a multicultural work force.

Her innovation and programme design skills helped in the development of a very successful Service Delivery & Customer Care programme, including an induction for new recruits and promotional courses. In this role, her leadership and interpersonal skills were put to full effect in various projects, including training and development in performance appraisals, internal customer relations and skills specialisation. Her planning and organising skills, and her commitment to results was evident from the results and feedback received from colleagues and airline personnel.

MICHELLE also worked alongside a team in the Operations Quality Department as a quality auditor where she conducted audits in all areas of the operations department to ensure compliance with the requirements of the company and regulator.

MICHELLE left Gulf Air in August 2010, accepting a position as Quality Manager for a large and successful training organisation in Bahrain. Her responsibility included designing and implementing the training and quality systems in compliance with the Regulatory Authority as well as has also been involved in recruitment and selection of personnel.

In 2011, MICHELLE joined IATA as an instructor for Crew Resource Management where she has delivered training to international airlines for all levels of Flight Operations personnel. She has also trained personnel to qualify as crew resource management instructors within their airlines.

From 2011, MICHELLE also undertook various assignments as a consultant, trainer and programme designer delivering specialised training in hospitality and the Australian Diploma in Retail Management. She has also developed programmes, such as Customer Service, Communication Skills, Business Etiquette and Professional Grooming for health care providers.

MICHELLE’s quest for knowledge and continued personal development is evident from her attendance of various training programmes and holds several diplomas in;

• crew resource management
• emergency response
• quality auditor
• safety management systems
• ramp losa, load control one (Ramp Handling & Airside Safety)
• customer service training

MICHELLE is currently working as an instructor for IATA, consultant and trainer for international organisations.