Experience

CLX Professionals

• National CX & Service Transformation Trainer

  • Nov 2015 - Present

  Training partner, with an emphasis on Service Transformation & Customer Experience, working alongside various leading Australian and NZ retail brands. Conduct impact analysis, capability assessments and behavioural assessments of training participants. Support the design, delivery and compliance of training material / programs. Facilitate training workshops for a vast array of team members, supervisors and managers. Identify and manage anticipated resistance within enlisted training participants. Continually monitor training participants behavioural patterns throughout the training process. Consult with and coach training participants who may have different learning styles/abilities. Track, identify, report and rectify training issues. Ensure training schedules are completed, signed off and validated centrally. Follow up and ensure various E-Learning initiatives are completed. Measure success metrics, coach and monitor change management KPI’s. Facilitate training / coaching in both classroom and practical environments. Assessment of participants in classroom and practical environments. Plan and coordinate training schedules in accordance with client requirements. Document and compile training reports, observations and assessments. Adhere to all State, Territory and Federal training requirements. Build and maintain strong relationships with stakeholders. Promote an engaging, open and transparent learning environment for all participants to achieve results. Show less



dnata

• United Arab Emirates
• Airlines and Aviation
• 700 & Above Employee

• Customer Service Operations Manager

  • Apr 2009 - Oct 2015

  Outsourced representative for Virgin Australia (Long Haul & Short Haul International), Emirates Airline, Air New Zealand, Philippine Airlines, China Southern Airlines, China Eastern Airlines, Air India, Sichuan Airlines and Qatar Airways. Operational accountability for Check In, Departures, Arrivals, Load Control/AMCO, Aircraft Dispatchers, Baggage Services as well as fulfilling SLA requirements, and staff management. Ensure safe and efficient OTP through proactive planning, preparation and staff delegation. Ensure Passenger Services staff are equipped with sufficient training. Provide timely and accurate daily/weekly/monthly reports (Including, but not limited to, incident reporting, safety/security reporting) Conduct scheduled and ADHOC training sessions for Passenger Service Agents. Follow up on client airline enquiries (such as complaints, operational feedback, general information) and action accordingly in a thorough and timely manner. Support and comply to all OH&S, EEO legislation, client AHM's, CASA, DOTARS, AQIS, DIAC, CUSTOMS and Melbourne Airport regulations (including Dangerous Goods acceptance, Safety procedures and Security measures) Effectively manage, mentor and coordinate approximately 250 passenger service staff. Operational administration including staff appraisals, staff performance management and development. Liaising and coordinating with client airline representatives, flight crews, cabin crews, ramp crews, baggage room, internal team leaders, various aircraft engineers, Government Agencies. Coordinating delay procedures and assisting/communicating with client airline representatives, disrupted passengers, third party contractors and external suppliers. Building and maintaining relationships with senior Melbourne Airport staff. Manage internal/external passenger services recruitment functions. To promote, monitor and uphold exceptional customer service delivery standards. Show less



Sinclair Recruitment

• Australia
• Human Resources
• 1 - 100 Employee

• National Recruitment Manager

  • Aug 2006 - Apr 2009

  End to end (360°) recruitment, selection and placement of permanent and temporary staff; predominately within the retail, sales and customer service industries. Managing a team of 15 Retail consultants Nationally, plus assisting with State Management duties for VIC/SA/WA as required. Maintain positive internal working relationships with other senior managers and admin staff. Business Development through various techniques (including cold calling). Sourcing candidates through various techniques such as headhunting, referrals, social media and networking. Building and maintaining strong relationships with clients and candidates. Developing position descriptions, budget forecasts and future business plans. Assess candidates' skills through telephone screening, face to face interviews, tests and background checks. Drafting and placing advertisements using a wide range of media (e.g. newspapers, magazines, social media or internet). Monitoring feedback from employers and candidates- including after placement care. Provide training and on-going assessments to staff. Meeting & exceeding monthly sales targets/budgets. Career development, coaching and counseling. Networking and maintaining strong relationships with both clients and candidates. Training, development and implementation of procedures. Performance assessments and ongoing development. Database and Administration management. Show less

• Customer Service Delivery Supervisor

  • Dec 2005 - Aug 2006

  Outsourced representative for Singapore Airlines, Malaysia Airlines, Royal Brunei Airlines and EmiratesAirlines. Check In/Departures &Arrivals. Ensure all aircraft departure allocations were met on time and in the most safe and efficient manner. Liaising with flight crews, cabin crews, ramp crews and external suppliers regarding operational information/needs. Effectively manage and co-ordinate approximately 40 passenger services staff. Liaising with airline managements to create more effective ground handling procedures. Operational Administration such as General Declarations for inbound & outbound cabin crew & Boarding Control staff rosters. To comply with all CASA and West Australian Airport safety and security regulations. Show less



Virgin Australia

• Australia
• Airlines and Aviation
• 700 & Above Employee

• Guest Services

  • Oct 2001 - Dec 2005

  Check in / Reservations / Aircraft Arrivals & Departures. Assisting passengers with special needs. Baggage Services (Mishandled luggage). Dealing with disputes, delays and cancellations. Assisting passengers with special needs and requirements. Liaising with many different departments (including Cabin Crew, Flight Crew, AMCO and Sydney Airport Corporation) to ensure information was supplied such as special requirements/needs, weather and passenger information. Assisting Cabin Crew with “aircraft turnarounds” so cabin was ready for departure no more than 30 minutes after arrival. Ensure that all safety requirements of Virgin Australia & Sydney Airport Corporation were strictly adhered to. Guest Service Supervisor duties when required. Adhering to Guest Care Values & Virgin Australia's standard operating procedures. Buddy training with new staff. Show less



Lacemore Cove Pty Ltd

• Retail Area Manager

  • Dec 1995 - Oct 2001

  Successfully met sales targets/budgets. Managed staff. Customer Service & Administration duties. Successfully met sales targets/budgets. Managed staff. Customer Service & Administration duties.


The Reject Shop
• Retail
• Assistant Store Manager

  • Aug 1992 - Oct 1994

Coles Group (Formally Coles Myer Group)
• Customer Service

  • Jan 1990 - Aug 1992