Experience

Virgin Australia

• Australia
• Airlines and Aviation
• 700 & Above Employee

• Customer Experience Manager

  • Jan 2022 - Present



Queensland Health

• Australia
• Hospitals and Health Care
• 700 & Above Employee

• Duty Manager Metro North Emergency Operations Centre

  • Mar 2021 - Sep 2022

  Duty Manager, Metro North Emergency Operations Centre The purpose of this role is to support effective business practices for the Metro North EOC through prioritisation and actioning key operational information and tasks. - proactively manage interagency and departmental relationships to support rapid escalation of key issues requiring immediate and after-hours resolution and escalate any operational issues with potential health service wide implications, political, safety or reputational risk to the Executive Director and/or the Metro North Health Incident Commander). - Manage the escalation of operational activities eg requests for assistance (RFAs), quarantine issues, border direction changes, complex case referral, exemptions and issue management. Show less



Virgin Australia

• Australia
• Airlines and Aviation
• 700 & Above Employee

• Customer Experience Manager

  • Mar 2020 - Mar 2021

  * Accountable for management and oversight of the customer service experience for above wing airport operations and the in-cabin experience. * Lead the customer facing team to deliver service excellence at the domestic and international operations on a shift basis. * solely accountable for a function on shift and work with the other Customer Experience Managers on duty to collectively achieve the key deliverables on safety, on-time performance, efficiency and customer service delivery. * lead and direct the team to execute a seamless operation and manage any impact to our operation daily. * responsible for planning ahead and ensuring the operation is set up for success for the days ahead.* required to drive high performance operational outcomes against agreed standards set by the Senior Leadership team. * lead and inspire airport and cabin teams on the day to execute service excellence. * support individual capability through working closely with the crew culture team supporting the right guidance and development for the team. Show less

• Guest Services Duty Manager

  • Jun 2018 - Mar 2020

  *Lead the Guest Services team on shift, enabling the team with the right procedures and equipment to do their roles safely and effectively to deliver the best Guest Experience.* Lead a team of supervisors who support daily guest services operations at the airport, including ensuring optimal service and on-time performance outcomes are safely achieved during the guest's journey at check in, boarding gate and international transfer areas. * Accountable for key performance outcomes for the shift to ensure the team are coached, developed and supported to focus on these outcomes during periods of normal and disrupted operations. * Ensure that standard procedures are followed, a safe workplace is maintained and the company values, policies and goals are achieved and maintained. * Lead and motivate the team; inspire team through being visible in the operation; ensure the team members are recognised for positive performance and coached through areas of development. * Ensure all guests choose Virgin Australia as their airline of choice. * Cost Management - control overtime costs within budget, manage team leave liability, control contract labour costs, effective resource planning, ensure revenue targets are achieved, disruption management costs within budget, correct compensation guidelines are adhered to by the team and actively seek areas to improve efficiency. Show less

• Guest Services Supervisor

  • Feb 2014 - Mar 2020

  As part of the operational leadership team at Brisbane Airport, I am responsible for oversight of safe, on-time operations for Guest Services (above wing), whilst coaching and developing a team of up to 15 direct reports and managing the tasks of a wider team of up to 60 team members in the day to day operation. Coupling business knowledge of system and process, I empower my team with the tools and equipment to do their jobs safely and efficiently, ensuring compliance with regulatory and company policy. As a brand representative, I make strategic decisions on shift to ensure service excellence is maintained and the integrity of the Virgin Australia product is upheld. Show less

• Social Media Senior Agent

  • Jul 2013 - Feb 2014

  Within this newly created role, I provided customer service through social media channels which require airline and travel Industry experience, knowledge of the Australian aviation industry and solid experience in complaint resolution. As a Senior Agent, I oversaw the agents on shift advising on best practice and preferred outcomes; communicated and problem solved with internal and external customers; developed strategies with the Public Affairs and Operation Control teams working closely with all internal stakeholders to effectively communicate with guests and the public during disruptions and crisis management situations; and prepared reports for presentation to Senior Management and Executives Show less

• Guest Services Coordinator & Relief Supervisor

  • Aug 2011 - Aug 2013

• Guest Service Agent

  • Nov 2009 - Aug 2011



Spotless Group

• Australia
• Facilities Services
• 700 & Above Employee

• Business Development Sales Coordinator - Airport Retail

  • 2005 - 2009



Spotless Group

• Australia
• Facilities Services
• 700 & Above Employee

• Customer Service Account Manager - Trackmedia Print Management

  • Jun 2001 - 2004