Summary
Overview
Work History
Education
Skills
Timeline
Generic

Angela Trosser

Murwillumbah,NSW

Summary

With a proven track record at Jetstar Airways, I excel in customer service and problem-solving, ensuring passenger satisfaction and safety. My friendly demeanor and ability to manage crises have significantly enhanced team performance and customer experience, making me a valuable asset to any team.

Overview

23
23
years of professional experience

Work History

Support Carer

Home Instead
12.2024 - Current
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Used adaptive equipment like lifts walkers wheelchairs safely efficiently improving accessibility mobility independence.
  • Maintained accurate records of patient care, documenting progress and any changes in condition.
  • Collaborated with healthcare professionals to develop comprehensive care strategies for optimal patient outcomes.
  • Implemented safety measures to prevent falls, accidents, and injuries within the home environment.
  • lImproved patient well-being by providing compassionate and attentive care.
  • Delivered personal hygiene assistance including bathing grooming dressing feeding toileting all while maintaining client privacy respect.
  • Transported patients to appointments and social activities, ensuring punctual arrival and a comfortable experience en route.
  • Remained alert to problems or health issues of clients and competently responded.
  • Enhanced quality of life for clients through personalized care plans tailored to individual

FOH Cafe Manager - Barista

Crystal Creek Estate Cafe
07.2021 - 12.2024
  • Oversaw daily cafe operations to maintain smooth workflow in front-of-house area.
  • Delivered excellent customer service experiences by addressing concerns promptly and professionally.
  • Trained cafe employees to consistently exceed customers' expectations and provide superior service.
  • Established a welcoming atmosphere, maintaining high standards of cleanliness and presentation throughout the cafe.
  • Enhanced client satisfaction through optimized service processes.
  • Filled in for absent employees in any position in cafe, keeping operations efficient even when short-handed.
  • Handled business administration functions such as cash register counting, and supply ordering including coffee & associated needs, milks & all other FOH needs.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Enhanced team productivity through effective scheduling, task delegation, and performance evaluations.
  • Managed display products effectively to achieve consistent sales with minimal waste.
  • Worked closely with kitchen staff to ensure menu items were prepared efficiently while maintaining quality standards.
  • Fostered a positive work environment through open communication channels and collaborative problem-solving approaches.
  • Streamlined cafe operations for increased efficiency and reduced waste, with thorough inventory management.
  • Minimized risks of cross-contamination and infection by directing team members to regularly clean and sanitize surfaces.
  • Collaborated on special event planning for the café such as themed nights or holiday promotions.
  • Responded to customer feedback with prompt and effective solutions, reinforcing commitment to customer satisfaction.
  • Maintained rigorous health and safety standards, ensuring clean and safe dining experience for all patrons.
  • Developed and led barista training programs to improve coffee quality and service speed, elevating customer satisfaction.
  • Fostered culture of excellence in customer service, leading to numerous positive reviews and recommendations.
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.

Star Development Manager / Customer Service Managerent

Jetstar Airways
01.2002 - 09.2020
  • Managed South East Queensland International & Domestic bases consisting of over 150 Cabin Crew whilst still flying.
  • Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
  • Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
  • Followed company regulations and rules to promote safe environment for travelers and employees.
  • Enhanced customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
  • Improved teamwork among crew members by actively participating in debriefings and sharing constructive feedback after each flight.
  • Optimized passenger experience by proactively identifying potential issues and offering solutions to enhance comfort and satisfaction.
  • Streamlined communication between cabin crew members during flights using established protocols for relaying important information quickly and effectively.
  • Collaborated with fellow crew members to deliver a seamless flight experience for passengers, ensuring timely departure and arrival.
  • Played a key role in achieving company-wide safety goals by participating in regular drills and maintaining up-to-date knowledge on emergency procedures.
  • Provided compassionate assistance during medical emergencies onboard, administering first aid treatment according to training guidelines until further help arrived.
  • Exceeded performance metrics for customer satisfaction surveys by consistently receiving positive feedback from passengers regarding attentive service.
  • Increased customer retention rates by consistently delivering friendly, professional service to all passengers regardless of status or fare class.
  • Kept abreast of current industry trends and regulations through ongoing professional development and training, ensuring compliance with airline standards.
  • Contributed to airline''s reputation for punctuality by swiftly completing cabin preparation tasks prior to passenger boarding.
  • Promoted airline loyalty programs and onboard sales, boosting revenue through upselling products and services.
  • Led safety demonstrations before each flight, educating passengers on proper use of equipment and emergency exits.
  • Checked personnel for proper uniforms and safety equipment.
  • Assisted passengers with special needs, providing personalized care and support throughout the flight.
  • Ensured aircraft cleanliness between flights by performing thorough inspections and coordinating cleaning crews as needed.
  • Conducted complete and accurate audits of aircraft following cleaning and sanitization procedures.
  • Cross-trained shift staff in various tasks by rotating assignments on frequent basis.
  • Resolved passenger conflicts and medical emergencies during flights.
  • Ensured safety and comfort of customers onboard aircraft.
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
  • Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Managed and motivated employees to be productive and engaged in work.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Balanced competing priorities and resource constraints to deliver optimal results within the context of project timelines and budgetary restrictions.
  • Improved overall project efficiency by setting clear goals, milestones, and expectations for the development team.

Education

Ambarvale High School
Sydney, NSW

Skills

  • Friendly, positive attitude
  • Exceptional Customer service
  • Teamwork and collaboration
  • Dependable and responsible

Timeline

Support Carer

Home Instead
12.2024 - Current

FOH Cafe Manager - Barista

Crystal Creek Estate Cafe
07.2021 - 12.2024

Star Development Manager / Customer Service Managerent

Jetstar Airways
01.2002 - 09.2020

Ambarvale High School

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Angela Trosser