Experience

Hurstville Private Hospital

• Australia
• Hospitals and Health Care
• 1 - 100 Employee

• Administrative Officer

  • May 2020 - Present



Qantas

• Australia
• Airlines and Aviation
• 700 & Above Employee

• ex: Customer Journey Manager

  • 2007 - Jul 2019

  • Manage, create and monitor the proactive customer and event planning activities to minimise any negative impact on the customer’s end-to-end journey • Manage operational activities and processes to ensure the travel experience for our most highly valued customers is protected. Facilitate proactive recognition of these customers by frontline teams • Be the ‘customer voice’ in any disruption mitigation/resolution decisions in the Integrated Operational Centre • Ensure consistent and optimal care is provided to customers during and after a disruption • Contribute to the formal debrief sessions for any ‘major event/disruption across the Integrated Operations Centre teams (and other) to promote continual improvement • Provide input into operational decisions to minimise disruption to our Premium Customers.



Qantas

• Australia
• Airlines and Aviation
• 700 & Above Employee

• Customer Emergency Planning Coordinator

  • 2005 - 2006

  • Design, development, implementation and ongoing maintenance of Crisis Management Plans for Commercial and Sales offices worldwide• Training and exercise of the plans and key personnel• Recruit and train QANTAS Group employees as Special Assistance Team (SAT) volunteers. • Recruit and train SAT Mangers and Team Leaders• Identified rooms that could be dedicated as response rooms• Determined technology requirements• Developed the process for activation and set up of the rooms• Increased efficiency providing information to Crisis Management Team enabling timely decisions by the appropriate business unit representative and actions• All tools for crisis response available immediately following notification of an incident• Increased security of information between response centres• Provide subject matter expertise regarding all aspects of emergency planning objectives across QANTAS Airlines at all levels• Teach, coach and influence QANTAS Airlines business units to fulfil their responsibilities under legislative and QANTAS Group Crisis Management Plan requirements• Support the international, domestic and regional business to ensure readiness to deal with crisis situations, business resilience and airport contingency, capability and compliance

• Customer Relations Execuitve

  • 2002 - 2005

  • Respond to Customer feedback via phone, email, walk in's and letter always striving to ensure the integrity of the business and the satisfaction of the Customer• Provide ongoing feedback to all areas of the business so they are aware of what our Customers are saying• Develop and facilitate the re-design of Customer Relations training ensuring all aspects of the business are represented

• Reservations Consultant Australian Airlines/ Qantas

  • 1991 - 2002