Maria Rivera

I'm an Aviation and Hospitality professional with a proven track record in Leadership, Performance Management and Corporate Learning and Development.

I’m passionate in sharing my extensive knowledge and experience.

Making a POSITIVE impact on PEOPLE and PLACES through Hard Work, Honesty and Diligence is the dogma I live by.

I thrive in a fast-pace and high pressure Customer- Centric environment!  "WOWing" customers and colleagues is one of my forte.

In my 20+ years tenure with Emirates Airline, I lead , managed, Trained and inspired mulitnational teams of cabin crew (130+ nationalities).

I am also qualified in Critical Incident Management, Contingency Response Planning and Employee Assistance Program.

In my capacity as Performance Standards Purser, I  was involved in Flight Auditing, Quality Assessment and Project Management, closely monitoring updates and the ever-changing landscape to identify shortfalls, development areas and other business opportunities in key areas whilst controlling cost and generating revenue for the airline and its umbrella companies -,making sure we deliver the best Inflight Experience on every route.

I was an integral part of the Management Team - responsible for Recruitment, Training & Development and Mentoring of Trainees and current Cabin Managers - setting them up for success and transforming them into dynamic leaders! I delivered a 99% passing rate.

Training & Certificates

Airline Finance and Accounting, Cargo Marketing, AirlineMarketing and Station Management, Critical Incident Stress Management, Aviation Safety & Security, Basic Life Support, ISO9002 Standards in Aviation, Psychological First Aid, Food Safety and Hygiene
Basic Life Support / First Aid - Annual Licence Renewal from 1994 - 2021
Aviation Safety and Security - Licence Renewal from 1994 - 2021
Preventing Unlawful Interference - Licence Renewal from 1994 - 2021
Critical Incident Stress Management - Annual Refresher Training from 2002 - 2016
Contingency Response Planting - Annual Refresher Training from 2002 - 2016
Employee Assistance Program Volunteer - Annual Refresher Training from 2002 - 2016
Peer Support Volunteer - Annual Refresher Training from 2002 - 2016
Food Safety and Hygiene - February 2021
RECRUITMENT / SELECTION SKILLS - 2018
Flight Attendant Licence on A380, B777, A340-500, A330, A310, A300-600, B727

My Skillset:

Leadership, Cabin Crew, Training And Development, Customer Service, Safety, Audits, Life Support, Recruitment, First Aid, Performance Management, Aviation, Incident Management, Team Performance Management
Attention to Detail
Microsoft Word
Microsoft Excel
PowerPoint 

Performance Standards /  Purser 2006 - 2021
Emirates Airlines
Dubai, United Arab Emirates

Lead, Train, & Performance Manage Cabin Crew teams to ensure Flight Safety & Security whilst delivering the Best Inflight Experience to promote Repeat Business and make Emirates a Leading Global Brand.
Liaise with various Stakeholders to guarantee On-time Performance, Maximize Profit and  Maintain Top Quality Products & Services and ensure Customer Satisfaction.
· Responsible for strengthening caliber of leadership through on-board performance
management, training and motivation of assigned group of Cabin Managers.
· Accountable for demonstrating progress in key performance areas through
thorough evaluation, recognition and development of performance of new and
existing Pursers/Senior Cabin Crew Members.
· Promote best practice in service and performance - driving efficiency and
effectiveness by providing Senior Cabin Crew members (Purser candidates/trainees)
with quality constructive feedback that allows them to improve and prepare for dynamic work environment, to encourage and enable them to progress in their careers and set them up for success.
· Maintain knowledge of current market and competitor information and general
commercial awareness to actively promote and reinforce clear understanding with
crew community how their individual activities and decisions impact on business'
commercial results.
· Thoroughly research and identify opportunities and make appropriate
recommendations for control cost and revenue optimisation by proactively assessing
Infrastructure, Products and Services delivered to customers through business
relationships, investigating, identifying, recording and managing resolution of any
issues and designing ways to improve them.
· Regularly review policies and updates and implement tactics to optimize performance.
· Identify, respond, agree and progress plans/solutions in coordination with other
departments and provide timely and accurate feedback on service standards and
products affecting customers to relevant internal/external stakeholders through
various communication and reporting channels.
· Integral part of management and Service Delivery team, responsible for
implementing and communicating standards, improvements and changes.

Responsible for increased performance and ongoing recruitment and development
of on-board leaders. 

Support cabin crew managers in completion of on-board appraisals and annual performance reviews.
· Produce comprehensive performance reports through close monitoring and
on-board observation and where appropriate conduct timely checks, meetings
and/or interviews with Pursers, Trainees and other crew members - highlighting
performance shortfalls, benchmarks and areas of development.

· Efficiently utilize KPIs in forecasting and reporting performance metrics to key internal
and external stakeholders – highlighting revenue risks/losses, opportunities and
changing landscape.

· Design and deliver training styles and courses via flexible approach to Training &
Development to multicultural audience of 130+ nationalities – achieving minimum of
95% engagement in order to meet all necessary regulations and standards, ensuring
alignment with objectives and competencies. This may include operation of aircraft
equipment to ensure safe training applications and practices are adhered-to and
enable trainees to attain proficiency levels required.
· Guide and mentor diverse group of onboard leaders (team up to 80 Pursers).
Evaluating on-board performance, leadership skills and report writing.

Education

IATA Training & Development Institute 2002-2005
Montreal, Canada
Diploma in Airline Studies
Airline Studies Focused on: 
Airline Finance and Accounting, Cargo Marketing, AirlineMarketing and Station Management

Manuel L. Quezon University 1988 - 1992
Bachelor of Science in Foreign Service 
Manila, Philippines
Studied: Political Science, Public & Private International Law, Economics, Diplomacy, Philosophy, Foreign Trade and Commerce, Treaty Making, General Psychology, Sociology, Ethics, Protocol & Etiquette