Summary
Overview
Work History
Education
Skills
Certification
REFERENCES
Timeline
Generic

Belinda Vosti

Summary

Over 20 years of experience in front line customer service, adept at understanding how customer interactions impact the broader workings of any organisation. Success has been underpinned by an ability to solve complex problems to find an outcome that satisfies and benefits both customers and the business.


A demonstrated track record of customer service excellence through strong communication, immense patience, conflict arbitration, situational awareness and continual learning. Passionate about working in a team to build a culture and supporting processes that meet customer expectations on their first interaction with a business.

Overview

32
32
years of professional experience
1
1
Certification

Work History

Flight Attendant

Virgin Australia
07.2023 - Current
  • Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
  • Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to CASA regulations.
  • Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
  • Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
  • Managed emails, unloaded roster communications, VLearns and cabin crew communications.
  • Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
  • Provided comfort to anxious travellers through active listening, empathy, and reassurance during turbulence or other flight challenges.
  • Assisted unaccompanied minors throughout their journey by providing supervision and engaging them in age-appropriate activities or conversation.
  • Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
  • Answered passenger questions and provided solutions to issues arising during flights.
  • Participated in annual trainings in customer service, conflict resolution tactics, aviation medicine, security, emergency procedures, non technical skills, and safety procedures to keep abreast of all new requirements and procedures.

Full Time Parenting

Career Break
06.2014 - 03.2023

Customer Service Agent

Qantas Airways Limited
03.2000 - 05.2014
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Successfully worked within teams to maintain operational efficiency and promote positive company profile.
  • Provide and maintain excellent customer service standards.
  • Demonstrated high attention to detail, organisation and management of multiple tasks and projects simultaneously.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Represent the airline in a manner which demonstrates commitment to safety and on time performance.
  • Assisted and looked after un-accompanied minors transiting through the airport.
  • Operate automated check-in and reservation system.
  • Provide skill enhancement to other staff members through on job training.
  • Lead, facilitate and communicate customer recovery techniques to ensure smooth travel experience.
  • Apply to all service standards in Airport Service Guide.
  • Apply safe work practices and manual handling techniques.
  • Apply company policies, procedures and standards.
  • Making public announcements on terminal PA system.
  • Addressed, escalated customer service issues to appropriate departments.
  • Adapted to new applications and maintained knowledge of current technologies.
  • Champion Qantas Service Style through knowledge of Qantas products.
  • Varied shift work, mornings, nights and weekends.

Domestic Business Travel Consultant

Qantas Airways Limited
08.1999 - 02.2000
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out duties accurately and efficiently.
  • Coordinated and completed all administrative tasks in organising travel for Department of Defence (high volume travel).
  • Efficiently handled confidential information for Defence travel arrangements.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, and weekend shifts.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Developed and maintained courteous and effective working relationships.
  • Identified issues, analysed information and provided solutions to problems.

Reservations Consultant

Malaysian Airlines
06.1999 - 08.1999
  • Provided high level of customer service to each person by engaging customers and using active listening and effective interpersonal skills.
  • 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.
  • Resolved various issues and discrepancies for customers.
  • Handled billing information over phone.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.

Reservations Consultant

Garuda Indonesia Airways
06.1998 - 05.1999
  • Coordinate all travel arrangements, fare quotations, itineraries and hotel bookings for customers.
  • Attend to all administrative tasks using the Arga Reservations system.
  • Oversee all group bookings and coordinate group check-in.
  • Informed customers of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Resolved various issues and discrepancies for customers.
  • Handled billing information over phone.
  • Provided follow through on all calls with confirmations and dissemination of requested information.

Receptionist

Garuda Indonesia Airways
04.1995 - 06.1998
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Answered central telephone system and directed calls accordingly, triaging incoming calls on multi-line phone system.
  • Responded to inquiries from callers seeking information.
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Resolved customer problems and complaints.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Sorted, received and distributed mail correspondence between departments and personnel.
  • Oversaw inventory materials monitoring, requisitions and supply re-stocking.
  • Drafted professional memos and letters.
  • Aggregated and prepared documentation and reports for office meetings, distribution and filing.

Receptionist

Susan Property Group
04.1993 - 02.1995
  • Liaise with all departments internally and externally, completing all administrative duties for the Marketing department.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and tidy at all times.
  • Confirmed appointments, communicated with clients and updated client records.
  • Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
  • Supported various administrative duties by proofreading, transcribing and invoicing.

Education

Victorian Certificate of Education -

St Aloysius College
North Melbourne, VIC
1991

Skills

  • Customer Service
  • Customer Complaint Resolution
  • Outstanding Communication Skills
  • Administrative Duties/procedures
  • Airline Operations
  • Aviation Regulations
  • Time Management
  • Safety Procedures
  • Company Policy Adherence
  • Microsoft Office, Word, Excel, Outlook, Email
  • CRM Software
  • Calm and Professional Under Pressure
  • Telephone Skills

Certification

CPR First Aid

HLTAID009 Provide cardiopulmonary resuscitation

HLTAID010 Provide basic emergency life support

HLTAID011 Provide First Aid

10 February 2023


Complete Hospitality Training

SITHFAB002 Provide Responsible Service of Alcohol

01 February 2023


St John Ambulance Australia

HLTAID009 Provide cardiopulmonary resuscitation

16 October 2022


Working With Children

Expiry 2028


Qantas Airways Ltd

Corporate Induction Training

Dangerous Goods Certification

Passenger Management Training

Corporate Induction Training

Occupational Health & Safety Awareness

Fatigue Awareness

Renewed yearly last completed May 2012


William Angliss Institute of TAFE

International Fares and Ticketing 1 & 2

1998

REFERENCES

Mrs Sheryn O'Connell

Qantas Airways Ltd

Customer Service Supervisor

Phone: 0417 519 012

Email: soconnell@qantas.com.au


Mr David Weidman

APAM Melbourne Airport

Communications Coordinator

Phone: 0416 054 380

Email: David.weidman@melair.com.au


Timeline

Flight Attendant

Virgin Australia
07.2023 - Current

Full Time Parenting

Career Break
06.2014 - 03.2023

Customer Service Agent

Qantas Airways Limited
03.2000 - 05.2014

Domestic Business Travel Consultant

Qantas Airways Limited
08.1999 - 02.2000

Reservations Consultant

Malaysian Airlines
06.1999 - 08.1999

Reservations Consultant

Garuda Indonesia Airways
06.1998 - 05.1999

Receptionist

Garuda Indonesia Airways
04.1995 - 06.1998

Receptionist

Susan Property Group
04.1993 - 02.1995

Victorian Certificate of Education -

St Aloysius College

Similar Profiles

CREATE PROFILE
Belinda Vosti