Amanda Horafios
Summary
I am a motivated and passionate customer service professional seeking the opportunity to enhance my skills and knowledge as a Customer Service Supervisor at Qantas.
I am dedicated to ensuring a seamless and safe customer experience, as well as a positive team work environment with a heavy focus on leadership and accountability.
Overview
7
7
years of professional experience
1
1
Certification
Work History
International Flight Attendant
Qantas Airways
09.2019 - Current
- Strong focus on providing excellent customer service to passengers at all times
- Engaged and maintained relationships with returning customers and frequent flyers
- Took initiative to confidently manage onboard first aid situations
- Demonstrated a strong safety focus, performing all duties in line with company policy and CASA regulation
- Communicated clearly and effectively with other crew
- Resolved customer dissatisfaction with empathy and understanding
- Assisted with on time performance by working proactively in a team
- Engaged professionally with passengers to improve satisfaction and exceed expectations throughout flight.
- Resolved passenger conflicts and medical emergencies during flights.
- Answered passenger questions and provided solutions to issues arising during flights.
- Ensured safety and comfort of customers onboard aircraft.
- Offered personalized assistance to children, elderly and passengers with special needs.
- Responded to passenger emergencies to provide first aid.
Roads and Traffic Officer
Sutherland Shire Council
03.2021 - 06.2022
- Utilized clear communication and interpersonal skills to build relationships with members of the public.
- Built excellent rapport and working relationship with community to build trust and improve upon communication.
- Implement operational programs to monitor and enforce relevant road rules in designated locations e.g. school zones, shopping precincts, residential parking areas and recreational areas.
- Undertake parking patrols of designated areas (on foot), assess compliance with relevant regulations,
road and traffic rules and take appropriate enforcement action including issuing penalty notices, directions, or other regulatory action on behalf of Council. - Maintain an up-to-date knowledge and implementation of the NSW Road Rules and relevant Acts,regulations, policies and requirements that relate to the position.
- Interact and communicate with internal and external customers and the community in an effective, professional and customer focused manner and without conflict.
- Exercise all duties in an accountable, transparent and ethical manner and ensuring that all work practices
comply with all Council policies, procedures and WH&S requirements.
Digital Service Representative
Services NSW
03.2020 - 02.2022
- Create a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority
- Use a thorough knowledge of information resources and Service NSW operating practices to resolve and record customer complaints and escalate any unresolved issues
- Ensure customer complaints arising from complex agency transactions are accurately resolved, recorded and unresolved issues are escalated through appropriate channels
- Comply with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised
- Deliver great customer experiences through the use of on-line technology
- Providing responses appropriately to customers speedily and accurately
- Professionally resolve enquiries and complaints from customers that present with uncooperative, disruptive or abusive behaviours whilst adhering to business compliance requirements and ensuring consistent application of policies, guidelines, procedures and legislation.
Cabin Crew
Emirates Airline
09.2016 - 03.2018
- Carrying out pre-flight duties, including checking the safety equipment and security checks, ensuring the aircraft is clean and tidy and that the information in the seat pockets is up to date and that all meals, drinks and stock are on board
- Ensured safety and comfort of customers onboard aircraft.
- Resolved passenger conflicts and medical emergencies during flights.
- Answered passenger questions and provided solutions to issues arising during flights.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Followed company regulations and rules to promote safe environment for travelers and employees.
Education
No Degree - Diploma of Children's Services
TAFE NSW
01.2013
Completion of HSC -
Saint Spyridon College
Maroubra, NSW2009
Skills
- Administer First Aid
- Emergency Procedures Knowledge
- Ability to multi-task and prioritise effectively
- Attention to detail
- Communicating effectively in a time sensitive and safety conscious environment
- Communication and teamwork
- Excellent time management skills
- Experience using company specific programs and following company implemented procedures
- Experience working as a team in serious medical situations
- Experience working in a team within a close environment and limited resources
- Maintaining a neat and tidy work environment
- Professional and friendly disposition
- Relaying information and communicating effectively in a medical situation
- Thriving in a team environment
Certification
Certificate of Children's Services Completion of Child Protection courseFirst Aid CertificateManagement of Anaphylaxis CertificateWorking with Children's checkCourse in Emergency Asthma ManagementCompletion of National Quality Framework certificate Certified Supervisor CertificateResponsible Service of Alcohol LicenceResponsible Conduct of Gambling LicenceCompletion of Barista Course
Reference
Joanna Heffernan
Customer Service Manager - Qantas
joanna.heffernan@qantas.com.au
0408 503 599
Erin Avery
Customer Service Supervisor - Qantas
erinavery@qantas.com.au
0424 023 586
Timeline
Roads and Traffic Officer
Sutherland Shire Council
03.2021 - 06.2022
Digital Service Representative
Services NSW
03.2020 - 02.2022
International Flight Attendant
Qantas Airways
09.2019 - Current
Cabin Crew
Emirates Airline
09.2016 - 03.2018
No Degree - Diploma of Children's Services
TAFE NSW
Completion of HSC -
Saint Spyridon College
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