Open To Work
Chris Potter
MELBOURNE,VIC
Work Preference
Summary
Dynamic leader with extensive experience in cabin crew and security management, excelling in team productivity and customer satisfaction. Demonstrates expertise in training, conflict resolution, and safety protocols, fostering a culture of high performance and service excellence.
Overview
39
39
years of professional experience
Work History
Security Supervisor
NSA security
Melbourne, Vic
2026.05 - Current
- Oversaw security personnel to implement safety protocols and create a secure environment.
- Supervised security personnel to ensure safety and compliance with protocols.
- Conducted regular inspections of premises to identify potential security risks.
- Developed and implemented security training programs for staff members.
Supervisor of security operations
Golden Service Security
Melbourne, Vic
2022.12 - Current
- Oversaw security operations at Palais Theatre, Melbourne Cricket Ground, AAMI Park, and various venues while maintaining safety and compliance.
- Managed security personnel schedules and assignments for optimal coverage.
- Developed and implemented security policies and procedures for operations.
- Conducted regular training sessions for staff on safety protocols and emergency response.
Manager /Concierge
Melbourne Lifestyle Apartments
Melbourne , Docklands, Vic
2023.09 - 2026.04
- Streamlined guest arrivals and departures, enhancing overall efficiency at luxury apartment complex.
- Managed guest services, delivering exceptional customer experiences to ensure guest satisfaction.
- Coordinated reservations and accommodations, optimizing service for diverse clientele.
- Supervised concierge team and provided ongoing training and support.
Assistant Building Manager/ Concierge
Facilities Management Victoria
Melbourne Docklands, Vic
2022.02 - 2023.09
- Provide an engaging on brand welcome and farewell to all staff, clients and contractors entering the site
- Work closely with security teams to ensure the safety of the building
- Maintained cleanliness and organization of reception area and guest lounges
- Manage the booking of all meeting spaces
- Oversaw cleanliness and functionality of meeting rooms throughout the day
- Ensure all meeting rooms are clean and well-presented
- Ensure the reception isa (desk and guest lounges) are clean and tidy at all times
- Assist with the upload of information to the tenants' portals
- Supported tenants by managing administrative tasks, including mailroom operations, postage, and report preparation
Security operator, training and recruiting
Dominance Security
2021.08 - 2022.02
- Trained all Dominance staff and led recruiting campaigns during COVID for Bunnings operations.
- Monitored security systems for safety and compliance.
- Conducted regular patrols to ensure site security and protection.
- Responded promptly to alarms and emergencies as needed.
Customer Service Manager
QANTAS
1987.11 - 2021.12
- Managed the overall safety and security of the aircraft, passengers, and crew.
- This role involves managing the on-board team to deliver exceptional service, and includes mentoring, coaching, providing and delivering feedback to Crew.
- As well as being the escalation point for all emergency and customer situations.
- Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
- Developed open and professional relationships with team members, enabling better, more effective customer service.
- Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
- Created training manuals to resolve customer issues, enhancing team efficiency in service delivery.
- Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
- Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives.
- Supervised and coach on board crew along with managers while developing training strategies to boost net promoter scores and achieving KPIs.
- Boosted traceability initiatives by managing customer correspondence, tracking records and crew communications prior to every flight.
- Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
- Initiated development and implementation of customer service management training process.
- Managed day-to-day operations, including supervision and assignment delegation for cabin crew teams.
- Met or exceeded revenue objectives by promoting on time departures and waste management along with consistent service to customers for return business.
- Collected customer feedback to recommend procedural changes, improving future service delivery.
- Developed and implemented policies and process improvements that increased customer retention and satisfaction.
- Interviewed, hired and trained new quality-focused customer service representatives.
- Facilitated collaboration between federal police and Qantas Security to address security concerns.
- Nominated and successfully won Annual Customer Excel award 2002 and 2006
- Achieved (exceeded) on all company Key Performance Indicators every year since 2000
- Played an instrumental role in increasing customer satisfaction ratings index for Qantas Net Promotor Score (NPS).
- Received various awards and recognition citations for outstanding customer service.
- Awards for cost saving initiatives and safety innovations.
- Served as Justice of the Peace in the community.
- Acted as a veteran firefighter with CFA, bringing 30 years of experience.
- Obtained a medium rigid driver's license for operating Category 2 fire trucks.
Site Manager reporting to Director quarantine operations
Department of Justice (COVID Quarantine Victoria)
2020.07 - 2021.08
- Served as Site Manager for the department of Justice / COVID Quarantine Victoria, overseeing a group of hotels including the Pullman Albert Park, the View Albert Park, and Novotel South Wharf. Set up these hotels from scratch as guest accommodation, converting them to strictly a quarantine hotel for returning international and domestic travellers and then redesigned for close contact COVID guests.
- I worked closely with our infectious control team and implemented all safety and quarantine protocols.
- Ensured safe environment for returning travellers and staff by identifying and resolving complex operational planning challenges during dynamic circumstances.
- Coordinated COVID marshal training and quarantine training to promote compliance and safety.
- Working with all stakeholders including hotel staff, VICPOL, Alfred health and the support officer staff.
- I implemented quality assurance systems and structured reporting under operational instructions.
- I developed and reviewed local operating instructions and procedures.
- Developed and implemented a code of conduct and standards for all staff to maintain program integrity.
Education
First aid and cardiopulmonary certificate update -
Short Courses Victoria
Melbourne, VIC2026-05
Responsible Service of Alcohol
Short Course Australia
Melbourne, VIC2026-05
First aid and cardiopulmonary certificate -
Short Courses Victoria
Melbourne, VIC2026-03
Certificate II -
Security Operations
Melbourne, VIC2020-01
Occupational health and safety HSR certificate -
2020-01
Diploma Cert IV -
Workplace Health And Safety
Sydney, NSW2020-01
Worksafe white card -
OH&S, construction site entry
2020-01
National forklift license -
2020-01
Medium ridged -
Heavy Vehicle License
Melbourne, VIC2019-01
Mental health first aid certificate -
2018-01
Workplace hygiene practices and food handling -
2007-01
Working with children license -
Skills
- Customer focused
- Customer recovery and retention
- Conflict resolution techniques
- Talent development
- Training
- Mentoring
- Coaching team members
- Skilled multi-tasker
- Team Management
- Deadline-oriented
- Meticulous attention to detail
- Process improvements
- Project management
- Quality assurance controls
- Cross-functional collaboration
References
- Ross Luke, Captain, Macedon Fire brigade, 0417125634
- Kelly Moran, Qantas performance manager, 0412431032
- Helen Baroch, HR people management DNATA, 0438346123
Education Professional Development
- 2020, Certificate II, security Operations
- 2020, Occupational health and safety HSR certificate
- 2020, Diploma Cert IV workplace health and safety
- 2020, Worksafe white card OH&S, construction site entry
- 2020, National forklift license
- 2020, First aid and cardiopulmonary certificate update
- 2019, Medium ridged, heavy vehicle license
- 2018, Mental health first aid certificate
- 2018, First aid and cardiopulmonary certificate
- 2007, Workplace hygiene practices and food handling
- 2003, Working with children license
- 1999, Diploma of management
- 1996, Diploma of workplace assessment
- 1995, Method of instruction and learning certificate
- 1980, Year 12, HSC Geoghegan College, Melbourne, Victoria
Languages
Italian
Elementary
Affiliations
- Volunteer Fire Fighter , CFA .
- Volunteer Safety Adviser , Red Cross.
- Justice Of The Peace, Victoria and NSW .
- Body Corporate council member
Timeline
Security Supervisor
NSA security
2026.05 - Current
Manager /Concierge
Melbourne Lifestyle Apartments
2023.09 - 2026.04
Supervisor of security operations
Golden Service Security
2022.12 - Current
Assistant Building Manager/ Concierge
Facilities Management Victoria
2022.02 - 2023.09
Security operator, training and recruiting
Dominance Security
2021.08 - 2022.02
Site Manager reporting to Director quarantine operations
Department of Justice (COVID Quarantine Victoria)
2020.07 - 2021.08
Customer Service Manager
QANTAS
1987.11 - 2021.12
First aid and cardiopulmonary certificate update -
Short Courses Victoria
Responsible Service of Alcohol
Short Course Australia
First aid and cardiopulmonary certificate -
Short Courses Victoria
Certificate II -
Security Operations
Occupational health and safety HSR certificate -
Diploma Cert IV -
Workplace Health And Safety
Worksafe white card -
OH&S, construction site entry
National forklift license -
Medium ridged -
Heavy Vehicle License