Tzouneit Kapza

Deliver consultative skincare and beauty sales across Heathrow terminals, tailoring recommendations to traveller needs, time constraints and a multicultural customer base.Represent premium skincare, beauty and selected fragrance brands through product demonstrations, sampling and personalised consultations.Support sales performance through relevant cross-selling, product knowledge and premium service developed across luxury retail and aviation.

Consistently met and exceeded sales targets while advising clients on prestige skincare and beauty products within Selfridges' high-footfall London flagship, held part-time alongside a full-time British Airways role.Built long-term customer loyalty through personalised skincare consultations, strong product expertise and premium, client-first service.Increased transaction value through relevant upselling and cross-selling while accurately managing POS, cash, card and CRM transactions.

Delivered premium service to 300+ international passengers per flight, including Business Class and VIP customers, while managing service needs and enquiries under pressure.Resolved customer issues swiftly and diplomatically, protecting service standards and the customer experience in complex operational situations.Provided discreet, culturally aware service to high-value and international customers while maintaining rigorous safety, first aid and emergency standards.

Delivered efficient, friendly service across high-volume European operations while balancing customer service, teamwork and safety priorities.