Summary
Overview
Work History
Education
Skills
Timeline
GeneralManager

Melissa Cook

Chiswick,New South Wales

Summary

Dedicated aviation professional with history of meeting company goals utilising consistent and organised practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organisational brand. Organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

18
18
years of professional experience

Work History

Covid Support Team

Qantas Airways
Mascot, NSW
01.2021 - 10.2021
  • Responsible for obtaining Exemptions from State entry and isolation requirements for International and Domestic Tech and Cabin Crew.
  • Working with Health departments to ensure all required Covid PCR test results are received in a timely manner.
  • Liaise with external health, enforcement, regulatory and other government bodies in a constantly changing Covid environment.
  • Track receipt of, development and submission of exemption requests with the IOC so they know if they have been submitted and approved.
  • Assist in coordination of COVID specific processes including Contact Tracing, Testing, Vaccination and Health Safety and Wellbeing Programs.
  • Provide assistance to all members of Qantas Group to assist with Operational Impacts of COVID both prior to and post duty eg. Jurisdictional Testing requirements, exemption requests and general queries.
  • Working with a wide range of stakeholders across the group.
  • General administration and record keeping activities associated with COVID Support Team processes and regulatory expectations.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used coordination and planning skills to achieve results according to schedule.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Worked with State Health departments to understand needs and provide excellent outcomes.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
  • Delivered exceptional level of service to each customer by listening to concerns and answering questions
  • Exceeded goals through effective task prioritization and great work ethic

Coordinator Domestic Cabin Crew Operations Support

Qantas Airways
Mascot, NSW
03.2013 - Current
  • Maintain schedule integrity in management of all shorthaul cabin crew operating domestic and international flights.
  • Liaise with various IOC teams during disruption management of domestic and international flights.
  • Efficiently coordinate crew resources with the running of current day operation.
  • Ensure effective crew pattern planning for current and future operation.
  • Communicate with all Qantas domestic and international airport operations staff with reference to crew movements, delays and upline illness.
  • Provide knowledge and support to Cabin Crew Managers in crew bases.
  • Prepared a variety of different written communications, reports and documents to ensure smooth operations
  • Used Microsoft Word and other software tools to create documents and other communications

Senior Scheduler Opentime

Qantas Airways
Mascot, NSW
10.2008 - 02.2013
  • Manage crew resourcing for domestic Sydney, Melbourne, Brisbane, Adelaide, Cairns and Perth based crew.
  • Manage current day operation for crew vacancies.
  • Ensure on time departures.
  • Create reservations for crew positioning on domestic services.
  • Arrange accommodation and transport for over-night crew.
  • Short term planning and awarding/assigning of duties to Reserve and pattern protected crew in accordance with Industrial Awards.
  • Monitor and allocate crew vacancies (Opentime) and standby duties.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity

Support Analyst, Ticketing, Groups, Reservations

Qantas Holidays
Mascot, NSW
08.2004 - 10.2008
  • Supported users with software, hardware and network issues.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Monitored helpdesk and responded to incoming tickets to address support needs.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
  • Provided customers with information about availability and pricing.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of products, services and facilities.
  • Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.

Education

Certificate III - Tourism And Travel Services Marketing Operations

AFTA Travel And Tourism
Sydney, NSW
08.2004

Skills

    • Professional
    • Analytical skills
    • Leadership skills
    • Organised
    • Self managing and self motivating
    • Interpersonal skills
      • Critical Thinking
      • Problem Solving
      • Prioritising
      • Communication
      • Collaboration
      • Active Listening

Timeline

Covid Support Team

Qantas Airways
01.2021 - 10.2021

Coordinator Domestic Cabin Crew Operations Support

Qantas Airways
03.2013 - Current

Senior Scheduler Opentime

Qantas Airways
10.2008 - 02.2013

Support Analyst, Ticketing, Groups, Reservations

Qantas Holidays
08.2004 - 10.2008

Certificate III - Tourism And Travel Services Marketing Operations

AFTA Travel And Tourism

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