Manager Customer Service

• Oct 2020 - Present

Working collaboratively across the business to facilitate strategic solutions enhancing the customer experience. This includes: - Facilitating delivery of the organisational Customer Experience Strategy - Project manage customer experience initiatives and services - Program management - Manage, coach and set the direction for the Customer Service Division - Develop and manage a knowledge base of insights and research - Contribute to business plans and regular consultation with stakeholders Show less

Senior Advisor Customer Experience

• Jan 2019 - Oct 2020

Working cross functionally providing the advisory role to ensure a customer focus is integrated across the business. Key accountabilities include:- Support the Sydney Airport customer experience ensuring consistent service delivery and experience across all customer contact points in line with our vision, values and customer charter- Use data and research to identify improvement opportunities and provide tangible solutions- Manage customer research programs and the delivery of ad hoc qualitative and quantitative research - Deliver key initiatives and projects which either enhance the experience for customers, drive new revenue streams or reduce operating expenses across the business- Work with a diverse range of stakeholders across the business to enhance standards throughout the lifecycle of projects- Liaise with senior stakeholders on key issues and provide expert and influential advice Show less

Advisor Customer Experience

• May 2017 - Dec 2018

Key Account Manager

• Jul 2015 - Apr 2017

Key Account Manager with sector responsibilities of Airport Services and Suppliers providing market intelligence to major players in the aviation industry. Responsibilities include customer satisfaction, business development in identifying new contacts and developing sales leads and responding to sales opportunities in order to maximize revenue. Key Account Manager with sector responsibilities of Airport Services and Suppliers providing market intelligence to major players in the aviation industry. Responsibilities include customer satisfaction, business development in identifying new contacts and developing sales leads and responding to sales opportunities in order to maximize revenue.

Manager, Executive Gourmet

• Jul 2014 - Jul 2015

Business Development role to launch Executive Gourmet in the Sydney market exclusively dedicated to the private jet sector. Role involves market research, product launch, brand and business relationship development and co-ordination of charter services.

Manager, Customer Accounts

• Aug 2012 - Jul 2014

As a manager customer accounts I oversee the commercial aspect of business relationships and co-ordinate the total product and delivery provided by Gate Gourmet for various international and charter airlines. Responsibilities include:- Management of standard operating procedures-Ensures regulatory compliance with company policies, facilitates compliance audits and develops action plans -Data analysis in regards to service and sales trends with action to increase margin -Employing effective problem solving and communication skills, both written and oral to handle stakeholder queries and complaints -Support both the unit General Manager and Commercial Manager of Australia and New Zealand in contract analysis, tender process and monthly trend reports Show less

Catering Operations Supervisor

• Nov 2008 - Aug 2012

Reporting to Catering Operations Manager, the key areas of responsibility include:-Staff management including roster allocations and shift coverage-Daily operations and systematic function shift management in line with company procedures-Responsible for strategic decisions in regards to changes in aircraft movement ( 90+ flights per day) to ensure customer requirements are met -Investigation into customer complaints-Cost effective utilisation of labour and resources-Management lead in regards to start up of airlines within the business and major customer changes-Training and evaluation staff in various roles-General administration and data entry duties Show less

Operations Supervisor

• Nov 2008 - Apr 2011