Brooke Racovalis
Buderim,QLD
Summary
A highly energetic Customer-oriented Management professional with a strong history of leading high-performance teams to meet or exceed objectives. Dedicated and hardworking with internal drive to deliver excellence. Tactical team builder with strong background in training and team development.
Overview
20
20
years of professional experience
Work History
Virgin Australia Ground Training Coordinator
Virgin Australia
10.2022 - Current
- Responsible for overall management and governance of training initiatives for Ground Experience. This involves planning and scheduling of training across domestic and international network, focusing on project initiatives and BAU training.
- Comprehensive knowledge of training curriculum in order to provide an agile and responsive training plan across Airside, Guest Services and Airport Control, including any regulatory training required by internal and external governing bodies.
- Understand the Ground Experience strategy for implementing the overall project and how the training solution is embedded in the strategy
- Map out a high-level training implementation plan for the division that accounts for all phases in the learning cycle (Analysis > Design> Development > Delivery > Assessment)
- Complete detailed cost and milestone projections for training delivery and present draft schedules and viability reports to stakeholders to aid decision making around project implementation
- Identify, build and maintain effective relationships with Ground Experience Stakeholders including Airport Capability Leaders, Airport Operations Support Team, Airport Leadership Teams, Service Transformation and Capability Team, Third Party Ground Handling Agencies, and Workforce Planning Team
- Work effectively with the Airport Capability lead to ensure a seamless transition of planned training through to the execution of the training in ports.
- Collate and analyse training delivery data from a number of independent sources, including ground handling agencies, learning management system, manual training records
- Create consistent and viable solutions for the delivery of practical training in each airport to minimise time from theory training to qualification issue
- In conjunction with the Workforce Planning Team identify existing and projected skills shortages and roster training accordingly.
Terminal Operations Coordinator
Melbourne Airport
09.2019 - 10.2022
- Accountable for the safe and efficient operation of the airport business on a shift basis to optimise traveller flow, achieve experience targets and deliver on operational standards and measures.
- Manage the delivery team on shift across terminals, retail outlets, landside, forecourt, car parks and airside to deliver a safe, secure, compliant and planned operation, including Melbourne Airport staff and key service providers
- Change management COVID19 Responsibilities
- Ensure the delivery of targeted customer experience and service standards through the efficient and effective implementation of customer focused strategies and operational plans and an integrated approach to the deployment of shift resources.
- Ensure the delivery of a safe and secure operation for staff, service providers and customers through the implementation of a rigorous inspection regime, safe work processes and achievement of a safe work culture.
- Actively drive safety improvements and continually promote safety as a core value
- Manage the shift's airport operational activities in accordance with Melbourne Airport policies and procedures
- Provide leadership, direction, feedback and performance management to the operations team on shift including AOCC team, Passenger Facilitation Coordinators and Service Providers
- Direct management of staff including performance appraisals, engagement, training and development and succession planning
- Drive operational excellence throughout all aspects of the day of operations including all available resources on shift and systems and processes to improve performance, safety and customer satisfaction
- Ensure customer expectations are met, if not exceeded, whilst asset utilisation is maximised
- Inform annual security screening budget and manage delegated shift security budget within agreed cost per passenger parameters.
Customer Service Manager
Qantas Q Catering
03.2017 - 09.2019
- Coordinated $30M in Third Party Customer Spend at Q Catering across 9 Airlines - Etihad, Qatar, Vietnam Airlines, Air Canada, Thai Airways, United, Air China, Philippines and Sri Lankan Airlines
- Involved in ensuring Menus where delivered to Budget Ensured nil cost exposure through penalties by closely monitoring KPI/SLA Performance Achievements
- Ensuring Budgets and SLA agreements were met and reviewed annually
- Maintain client interactions and implement strategies to ensure continuous improvement across the catering facility to mitigate delays and ensure target of zero delays achieved Responsibilities
- Effectively communicate customer specifications to Key stakeholders
- Responding quickly and appropriately to any change required in the department
- Participating in and ensuring that audits and quality controls are conducted on a regular basis
- Ensured Nil cost exposure through penalties by closely monitoring KPI/Service Level performance agreements
- Pro-actively address performance issues by identifying areas of non-performance as well as root cause, and provide support to prevent future occurrences, including training if required
- Manage and coordinate customer service activities to ensure optimum customer service to all customers within the scope of pricing and contractual arrangements
- Actively manage all customer menu timelines ensuring all stakeholders remain on track to deliver timeline commitments
- Timely delivery of Customer Service objectives and pro-active leadership of each project.
Qantas First Lounge Host
Qantas International First Lounge
05.2009 - 03.2017
- Responsible for delivering premium experience to VIP, First Class and Qantas Top Tier members Chairman's Lounge, Platinum One and Platinum Members and creating memorable moments
- Coordinate all premium customer service operational procedures to achieve contracted on time performance targets
- Lead, communicate and facilitate customer service recovery techniques and skills to resolve difficult situations
- Delay handling, keeping customers informed of any changes
- Develop a relationship with Qantas Premium customers and interface directly with them to manage the requirements throughout their Qantas experience
- Coordinate all premium customer service operational procedures to achieve contracted on time performance targets
- Lead, communicate and facilitate customer service recovery techniques and skills to resolve difficult situations
- Opera knowledge
Learning and Development Manager
Qantas
01.2004 - 05.2009
- Maintain and manage all Training requirements for Customer Service Melbourne Airport Managing and developing a team to contribute towards Qantas Directs performance goal
- Orchestrated all Training requirements on the inaugural A380 and 787 aircraft
- Successfully Reduced Training cost Responsibilities
- Acting confidently and openly when presenting relevant business cases for key stakeholder's review and senior management approval
- Identifying and delivering strategies for new opportunities
- Manage and schedule training to ensure upcoming requirements & KPI's are met
- Develop a Training strategy to support the business plan
- Develop training modules in consultation with Customer Service management
- Comply with all company and CASA requirements Qantas
- Stakeholder engagement to develop content and support delivery
- Train the trainer virtual or classroom based
- Identifying staff achievements and upskilling when required
Education
Certificate IV in Training and Assessment -
Qantas Flight Training Centre
01.2006
Certificate III in Travel and Tourism: Travel and Tourism -
Holmesglen TAFE
01.1999
Skills
- Training and development
- Business development
- Hazard identification
- Customer Service
- Schedule development
- Compliance standards
- Coordination
- Change Management
Timeline
Virgin Australia Ground Training Coordinator
Virgin Australia
10.2022 - Current
Terminal Operations Coordinator
Melbourne Airport
09.2019 - 10.2022
Customer Service Manager
Qantas Q Catering
03.2017 - 09.2019
Qantas First Lounge Host
Qantas International First Lounge
05.2009 - 03.2017
Learning and Development Manager
Qantas
01.2004 - 05.2009
Certificate IV in Training and Assessment -
Qantas Flight Training Centre
Certificate III in Travel and Tourism: Travel and Tourism -
Holmesglen TAFE
Similar Profiles
Serena BarnesSerena Barnes
International Flight Attendant at Virgin AustraliaInternational Flight Attendant at Virgin Australia
Belinda VostiBelinda Vosti
Flight Attendant at Virgin AustraliaFlight Attendant at Virgin Australia
Megersa MohammedMegersa Mohammed
Pit Crew at Virgin AustraliaPit Crew at Virgin Australia
Sohail KhanSohail Khan
Baggage Handler at Virgin AustraliaBaggage Handler at Virgin Australia
Angela De JagerAngela De Jager
Receptionist Administrator at PhysiocareReceptionist Administrator at Physiocare