Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Ashlea-Maree Wilson

Shellharbour,NSW

Summary

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Team Leader - Customer Service Delivery Officer

Go Traffic
09.2022 - Current
  • Collaborated with stakeholders to identify opportunities for process improvements, leading to increased efficiency in operations.
  • Developed strong relationships with clients, ensuring their needs were met and maintaining open lines of communication.
  • Streamlined operations by identifying areas for improvement in service delivery and implementing necessary changes.
  • Evaluated employee performance regularly, providing constructive feedback and support for professional growth.
  • Led a teams to deliver high-quality services within strict deadlines and budget constraints.
  • Enhanced team performance by implementing efficient service delivery processes and procedures.
  • Provided exceptional customer support in addressing concerns and resolving issues promptly to maintain long-term client relationships.
  • Promoted a positive work environment by fostering teamwork, collaboration, and continuous learning among team members.
  • Collected, arranged, and input information into database system as well as rostering Traffic Controllers/Equipment on a daily bases.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Managed resource efficiently to meet project requirements while minimizing costs and maximizing productivity.
  • Achieved client satisfaction through effective communication, collaboration, and problem-solving skills.
  • Generated reports detailing findings and recommendations.
  • Was the first point of contact in the event of emergencies & technical issues during work hours & after-hours.

Team Leader

Jetstar Airways
11.2016 - 12.2021
  • Overseeing daily operations
  • Communicated with flight operation teams to coordinate flight disruptions.
  • Developed and implemented safety improvements to cultivate safe and productive work environment for all customer and staff
  • Adjusted flight schedules, gate lounge areas and communicated changes for optimal safety for passengers and flow of aircrafts.
  • Performed and supervised staff with system outages.
  • First point of escalation when there's medical situation, disruptive passenger, technical or equipment issues.
  • Provide support and transport personnel to passengers in the event of an medical emergency as well as clearing passengers away from critical scenes.
  • Coordinate with engineering department if there was any issue with aircrafts or aircraft equipment's.
  • Delegated daily tasks to team members to optimise group productivity.
  • Understanding Jetstars Brand Values and utilising them on a daily bases.
  • Ensure operations runs in a timely manner.
  • Ensure customers have a hassle-free and smooth experience.
  • Utilising interpersonal skills to defuse negative customer complaints and provide positive outcome to passengers, including but not limited to customer baggage queries.
  • Communicate and assist other ports with passenger's disruptions.
  • Kept work areas clean, neat and free of safety hazards to maximize efficiency.
  • Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.
  • Assisted in preparation of operation plans and orders and organised re-accommodating passengers if their flight was cancelled.
  • Liaising with other Airlines in the event of a disruption, safety issue or oversell of flights and building a relationship so that passengers could be moved onto their services
  • Reporting any safety hazards whilst on shift.
  • Any incidents that occurred on my shift was reported, documented and then raised with the management team.
  • Supervised both the Domestic and International Terminal, including arrivals and departures, identifying, and addressing concerns promptly to eliminate safety issues or hazards.
  • Assisted in recruitment to build team of top performers.

Customer Service Officer

Jetstar Airways
10.2012 - 11.2016
  • Deliver and maintain the highest standards in customer service for Domestic and International clientele as required by Jetstar.
  • Adhere to occupational health and safety and Policies and Procedures.
  • Concourse: Boarding and Dispatching of flights in both International and Domestic areas.
  • Kiosk Host: Assisting customers with the use of Kiosk mechanics and Bag Drops.
  • Booking alterations and new booking procedures.
  • Utilising interpersonal skills to diffuse negative customer complaints and provided positive outcomes to passengers, including but not limited to customer baggage queries.
  • Communicate and assist other Ports with passenger disruptions.
  • Assisting with Coordinating Team.
  • Assist staff members with running a smootha smooth and safe operation matching the standards set out by Jetstar.
  • Training staff in the Domestic, International and Concourse areas.
  • Providing passengers and staff with information via Public Announcement, emails, mobile phones or internal phones.
  • Outlining instructions to customers in a professional, friendly, and approachable manner.
  • Helped customers with specific needs, answering questions and offering mobility device to passenger to assist them with getting to the gate lounge or bag drop area.
  • Wiped down counters and bag belts to remove debris and maintain cleanliness.
  • Accepted cash and credit card payments, issued receipts, and provided change.
  • Trained new team members in cash taking, stock procedures and customer services.
  • Met OTP (On Time Performance) daily.
  • Qualified in all areas which i was able to assist in all departments to provide coverage and keep operation running smoothly.
  • Verified customer identification before issuing or selling a ticket.
  • Resolved customer complaints and escalated when a solution wast able to be reached.
  • Assisted customers with booking updates, new service additions and promotional offers.
  • Assisting customers with cancellations and rebooking flights, accommodation, and transfers.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.

Customer Service Officer

Vertilux Corporation
01.2008 - 01.2012
  • Maintaining Front Desk.
  • Data entry level work.
  • Answer phone and email enquiries.
  • Organised and maintain office systems for individual departments.
  • Liaise with customers one on one.
  • Liaising with customers locally, interstate and overseas
  • Ordering and receipting stock from interstate.
  • Daily activities consist of vetting orders from previous day, confirming figures into database with completing an average of 500 plus per day.
  • Invoicing customers.
  • Arranging couriers for parts and display blinds.
  • Organising and dispatching of goods to customers.
  • Advising clients and Reps of outstanding orders.
  • Documenting changes of fabrics / stock and advised clients.
  • Documenting files and stock into the system.
  • Provide quotations to clients upon request.
  • Helped customers find specific products, answered questions, and offered product advice.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Education

High School Diploma -

Craigieburn Secondary College
Craigieburn, VIC
01.2006

Skills

  • Team motivation
  • Attention to Detail
  • Problem-Solving
  • Teamwork and Collaboration
  • Coaching and Mentoring
  • Safety processes and procedures
  • Time Management
  • Multitasking
  • Relationship Building
  • Team building
  • Decision-Making
  • Excellent Communication

Certification

  • Aeronautical Radio Operator Certificate Training
  • Aero Bridge License
  • ASIC Holder

References

  • On Request

Timeline

Team Leader - Customer Service Delivery Officer

Go Traffic
09.2022 - Current

Team Leader

Jetstar Airways
11.2016 - 12.2021

Customer Service Officer

Jetstar Airways
10.2012 - 11.2016

Customer Service Officer

Vertilux Corporation
01.2008 - 01.2012

High School Diploma -

Craigieburn Secondary College

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