Customer Experience Officer

• Oct 2020 - Present

Call Center Customer Service Representative

• Jun 2020 - Oct 2020

Providing excellent first point of contact customer service for all customer enquires Dealing with customer complaints regarding lost and damaged postage in a calm, polite and resilient manner Opening lost item cases for parcels lost in the network Opening customer complaint cases regarding delivery and staff Providing extensive information as found in ever changing knowledge articles in the Salesforce software system Using many different software systems for bookings, complaints, feedback and investigations. Meeting KPI’s regarding call times and call quality

Customer Service Representative

• Jun 2015 - Oct 2020

Dealing with customer complaints regarding lost and damaged baggage Opening lost baggage cases and closely monitoring and investigating these cases in order to provide a timely resolution to the customer Ensuring prompt delivery of lost baggage and providing service recovery as required Participating in the disruption handling process and ensuring customers are accommodated on new flights as promptly as possible to minimise and avoid costly disruptions to their plans and to the business Qantas check in- including supervising and assisting staff with the check in process Overseeing staff with the boarding process to ensure on time departures Provision of support to customer service staff in all areas Modelling Customer Service Standards.

Call Center Customer Service Representative

• Apr 2020 - May 2020

Part of a start up team that was contracted by the Federal Government to provide assistance during covid-19. The entire team was built in a work from home environment with no face to face contact with any co-worker at any stage. This required setting up and learning new systems in a home environment with minimal assistance and training. This contract ended due to Australia being fortunate enough not to require the assistance that was being rolled out. Part of a start up team that was contracted by the Federal Government to provide assistance during covid-19. The entire team was built in a work from home environment with no face to face contact with any co-worker at any stage. This required setting up and learning new systems in a home environment with minimal assistance and training. This contract ended due to Australia being fortunate enough not to require the assistance that was being rolled out.

Work from home Banking consultant

• Jan 2015 - Jun 2015

Whilst on Maternity Leave, after moving back to Brisbane from Adelaide, I took on a role with Suncorp Bank whilst I was waiting for a position to become available in Brisbane with Qantas. Based on my performance I was asked to take on a permanent role with Suncorp, however I was committed to returning to Qantas and the airline industry as was about to finish my Masters in Aviation Providing exceptional customer service to customers with banking enquires learning the banking product to assist customers in providing banking solutions Inputting customer data Working to KPI's,

Qantas Club Customer Service Agent

• Jun 2011 - Dec 2013

Providing exceptional customer service for premium Qantas Customers, ensuring their expectations are surpassed with every interactionMaintaining professional relationships with Qantas premium customers whilst managing their requirements throughout their Qantas experienceQantas Club Supervisor and Chairman’s Lounge – Relief dutiesQantas Club operations and disruption management for premium customers.Ensuring a flexible and proactive team approach to meet customer expectations and secure loyalty to QantasImplementing customer service recovery techniques and skills to resolve difficult situations and ensure a smooth travel experience for premium customersPresenting a professional approach and outstanding personal presentation with adherence to uniform standards

Assistant to the Manager of Qantas Brisbane Lounges

• Jun 2010 - Jun 2011

Leading and co-ordinating the Qantas customer service team and their delivery of Qantas standards in International and Domestic LoungesCo-ordinating lounge maintenance requirements and assisting with local project management of lounge refurbishmentWriting, managing and coordinating rosters for the Brisbane Lounges in the most cost-effective mannerAssisting Supervisors in managing on the day roster changesManaging delivery of Lounge promotions and advertising as requiredAssisting in management of food safety requirements and operational OH&S requirements Maintaining an exceptional level of hospitality and continuous improvement culture across team Assisting Qantas Club staff with any enquiries relating to administrative and operational issuesChecking that the processing of accounts is correct and rectifying errors.Managing and processing leaveAssisting in the operation when requiredLeading by example in the areas of grooming and presentation as well as exceptional customer service Chairman’s Lounge and Senior Lounge Host relief duties- Liaising with our premium customers to provide individualised service within the constraints of the business

Meeting Room Cordinator

• Mar 2008 - Dec 2008

Managing, coordinating and organising meeting rooms in order to achieve maximum occupancy and maximum salesWhilst in this position, I also volunteered for the role as Change Manager/Trainer for the changeover to the Altea Customer Service computer system, for all of the Brisbane Lounges. This involved being present at all change management meetings, assessing and ordering hardware needed for the new system, attending extra training, championing the new system and distributing all communications for the Qantas lounges, being present and initial system cutover in Perth and providing feedback on pain points with the new system, training and motivating staff within the lounge environment to ensure a seamless transition to the new system.Taking inbound calls and converting them to bookings in the meeting roomsMeeting Sales targets set by the Meeting Room ManagerProactively following up enquiriesUtilising customer surveys to solicit feedback and encourage rebookingCollating and communicating data for Meeting Room reportsLiaising with Food and Beverage staff to ensure prompt delivery of catering orders and efficiency in cleaning meeting rooms after useMaintaining service levels and exceeding client expectationsProcessing Qantas Club accounts so they can be sent to Accounts PayableAssisting customers with meeting room and computer enquires as well as flight informationAssisting customers with the use of technology available in meeting roomsAdministrative duties for Manager Brisbane Lounges

Supervisor Qantas Lounges

• Aug 2007 - Mar 2008

Supervise Day to day operations and presentation of the Qantas ClubEnsure highest standards of presentation and service are maintained through continual monitoring for excellenceSupervise, provide leadership and performance manage all Lounge staff including Customer Service Agents, Food and Beverage Attendants and contract Lounge attendants to ensure the delivery of consistently high quality customer service and performance standardsManaging rosters to ensure all sick leave and vacant lines are covered and communicating roster changes to Resource PlannersEnsure Qantas Lounge members and guests are welcomed in a friendly, efficient and professional mannerEnsure that Qantas products and access policies are applied consistentlyMaintaining premium service levels during disruptions, taking ownership of problems and providing workable solutions for the customer and the businessProviding on-the-job training and familiarisation to all new staff working in the loungeProviding administrative assistance to the Qantas Club Manager Building a rapport with Key Qantas Customers, including Platinum and Gold Frequent flyers, Chairman’s Lounge members and Client Airline customers to ensure that service levels meet their expectationsEnsuring statistical data is recorded and reported accurately

Senior Scheduler Short Haul Cabin Crew Operations

• Jul 2006 - Jul 2007

Consolidate flying, in the most cost-effective manner, to ensure that all bases have sufficient cabin crew resourcesChange and create new flying patterns to ensure resources were allocated evenly throughout the networkManage current day disruptions for Perth and Cairns based cabin crewAllocate Open Time, standbys and all other duties within the confines of the award, demonstrating an optimum balance in problem solving and decision making between customer, financial, human factors and operational requirementsMonitor operational resources and ensure prompt and professional roster notificationMonitoring crew vacancies and communicating roster changes to support the appropriate groups flying programs Comply with regulatory, statutory and industrial award obligationsMeet agreed customer service delivery requirementsBook/Cancel accommodation for all basesInput information for General Declaration’s for all international flyingImplement, monitor and communicate to crew, the day of operations plan to support the appropriate Group's flying programsThorough knowledge and understanding of appropriate award conditions

Cabin Crew Scheduler

• Aug 2005 - Jul 2006

First point of contact for cabin crew regarding rosters and roster changesLiaising with Senior Schedulers regarding changes to patterns and Cabin Crew dutiesInvestigating any Cabin Crew enquires regarding rostered dutiesMonitoring operational resources and providing prompt and professional roster notification to Cabin Crew in support of the Group’s flying programsMeeting agreed customer service delivery requirements

Customer Service Agent

• Apr 2004 - Aug 2005

Ticketing-Making reservations, selling tickets and resolving ticketing problems for passengersQantas Club Agent- Providing exceptional customer service to our premium passengersService Desk- Controlling the boarding of flights, ensuring timely departures. Disruption management; ensuring passengers facing disruptions are assisted, informed and connections are metLost Baggage- Assisting passengers in locating their lost baggage in a sensitive and understanding mannerCheck in Agent- providing front line customer service for passengers checking in for flights

Customer Service Manager/Flight Attendant/Inflight Trainer/Emergency Procedure Instructor

• Aug 1996 - Apr 2004

Providing leadership, and mentoring new Flight Attendants Performing Line checks for all Flight attendants to ensure both safety and service standards are met. Assisting in the opening of a new base (Canberra) Providing in-flight training for new flight attendants Direct in-flight customer service to National Jet/QantasLink customers Acting as an industrial mediator between Flight Attendants and management Facilitating a number of training courses including crew resource management an emergency procedures Focusing on team work improvement