Colette Carwardine
Jetstar Airways
Clifton Beach,QLD
17
years of professional experience
Training and Customer Service Professional experienced in program management and relationship building. Developed employees and improved service quality through effective communication and team consistency. Focused on enhancing customer satisfaction and fostering employee growth across departments.
Work History
CSO, Port Trainer and Peer Support
12 Years 1 Month- Partnered with other trainers and departments to ensure consistency in training methodologies, resulting in a unified approach to employee development across the company.
- Trained customer service representatives on all areas of the business and service standards.
- Led refresher sessions to improve objection handling, de-escalation, and customer satisfaction.
- Fostered strong relationships with trainees by maintaining an approachable demeanor and offering ongoing support throughout their development journey.
- Promoted a culture of learning by sharing personal experiences from the field as well as insights from industry experts during training sessions.
- Trained and mentored new personnel hired to fulfill various roles.
- Conducted regular check-ins with mentees to monitor progress towards achieving their goals and to address any concerns or challenges faced along the way.
- Served as a role model for fellow co-workers, demonstrating effective communication and problem-solving skills.
- Collaborated with faculty and staff to identify areas where peer mentors could provide additional support.
- Facilitated supportive conversations that promoted self-advocacy, hope, and engagement in services.
- Built relationships with others based upon trust and honesty by using active listening and dynamic communication skills.
- Encouraged self-care among peers by facilitating wellness, converged access, mindfulness and support.
- Communicated policies, promotions, and service details clearly to improve passenger understanding.
- Ensured compliance with industry regulations and company policies while maintaining strict confidentiality of sensitive client information.
- Actively participated in ongoing professional development opportunities aimed at refining skillsets relevant to the role.
- Maintained a high level of product knowledge to confidently answer inquiries and make informed recommendations.
Cruise Director
3 Years 7 Months- Led daily entertainment programming, coordinating shows, activities, and guest engagement across shipboard venues.
- Supervised entertainment staff, aligning duties with cruise itinerary and guest experience standards.
- Managed announcements, stage hosting, and schedule updates to maintain clear communication and smooth event flow.
- Coordinated with hotel, housekeeping, and food service teams to support seamless onboard operations.
- Trained junior entertainment crew on presentation standards, guest interaction, and event execution.
- Managed a team of entertainers, ensuring seamless coordination of daily activities and events on the cruise ship.
- Evaluated performance metrics, identifying areas for improvement in programming to enhance overall guest satisfaction.
- Conducted regular training workshops for staff members to ensure consistent delivery of high-quality services across all entertainment functions.
- Facilitated effective communication between team members, fostering a positive work environment that encouraged collaboration and innovation.
- Optimized use of available resources by reallocating funds based on performance outcomes and projected needs within the entertainment department.
- Enhanced guest experience by designing and executing diverse entertainment programs tailored to various age groups and interests.
- Trained and supervised staff to consistently meet performance goals and customer service standards.
Education
High School Diploma
Skills
New hire training
Interpersonal skills
Course development
Program management
Attention to detail
Documentation and recordkeeping
Onboarding training
Problem-solving
Training design
Crisis management
Networking skills
Customer focus
Critical thinking
Recordkeeping practices
Curriculum design
Timeline
CSO, Port Trainer and Peer Support
Jetstar Airways
10.2014 - CurrentRead More
Cruise Director
Princess Cruises
12.2009 - 07.2013Read More
ST Patricks Ladies College
High School Diploma
Read More