Danielle Murray
Largs North,Australia
Summary
Dynamic and detail-oriented professional with a proven track record in client services and operations. Adept at building strong relationships with clients and colleagues through excellent communication, compassion, and trust. I am committed to enhancing client experiences while ensuring organisational efficiency and adherence to quality and safety standards.
An expert in conflict resolution, I communicate effectively with a diverse range of clientele. With a high level of situational awareness, I am emotionally intelligent, and intuitive. Excellent attention to detail, and I thrive in high-pressure environments. I'm looking for a new role where hard work and dedication will be highly valued.
Overview
19
19
years of professional experience
Work History
Client Services Officer
SASH VETS KENT TOWN
08.2024 - 02.2025
- Meet and greet clients, their pets, and check them in for their appointments.
- Maintaining accurate client information and patient health information.
- Provide excellent service to clients face-to-face while managing a high volume of calls.
- Effectively communicate with surgeons, specialist nurses, vets, and other veterinary clinics.
- Booking and confirming specialist appointments on EzyVet.
- Managing emergency patients with the utmost care and compassion.
- Submitting insurance claims and pre authorisations
- Managing a busy inbox
- Effectively use Microsoft Teams to communicate with all departments
- Ensuring that external and internal specialist referrals are contacted and booked in a timely manner.
- Attending hospital rounds and meetings
- Following up of financial matters and estimates
- Supporting clients and their families emotionally
- Organising sympathy cards and candles in memory of deceased patients
Operations Consultant
HEALTHCARE AUSTRALIA
03.2024 - 08.2024
- Develop relationships with nurses and clients.
- Provide high levels of customer service support.
- Place nurses and care workers in available shifts.
- Accept bookings for shifts required by facilities, and provide staff in a timely manner.
- Ensuring all changes and updates are up to date in the bookings system.
- Monitoring of nurse databases to ensure nurse and client needs are met according to skill continuity and availability.
- Maintaining positive working relationships internally and externally, to ensure repeat business.
- Working in accordance with WHS and QMS systems, policies and procedures- safety reporting
- Call centre/Administration tasks
Cabin Manager/Inflight Trainer (Flight Attendant)
JETSTAR AIRWAYS
02.2006 - 02.2024
- Provide high levels of face to face customer service
- Responsible for management of cabin safety
- Initiation/performance of emergency procedures where necessary
- Provide leadership and support to operational crew members
- Maintain strict adherence to company policy and procedures
- Lead by example in the way of professionalism, presentation and knowledge
- Maintain effective communication between Pilots, cabin crew, ground operators, Airline management, Aviation engineering
- Immediate incident reporting
- Provide training, coaching, development, and appraisal to cabin crew
- Cash handling, carry out banking procedures
- Complying with OH&S and regulatory standards
- Adherence to companies strict On Time Performance standards
- Provide First Aid / manage medical emergencies
Cabin Baggage Officer (Airport Services)
JETSTAR AIRWAYS
02.2006 - 02.2024
- Ensuring passenger compliance with strict airline policy regarding the weight of cabin baggage in the terminal.
- Processing payments via iPad, EFTPOS terminals, and cash handling.
- Liaise with other company divisions (Ground Services, Cabin Crew, Airport Duty Managers).
- Assisting passengers with check-in on kiosks, and assisting with other relevant inquiries.
- Maintain strict adherence to on-time performance and safety procedures.
- Instructing and training new team members.
Customer Service Officer/ Team Leader (Airport Services)
JETSTAR AIRWAYS
02.2006 - 02.2024
- Provide exceptionally high levels of face-to-face customer service.
- Overseeing of front of house team ensuring service delivery is of consistent quality
- Be a mentor to the crew, a source of knowledge, a referral point, and a buddy trainer.
- Ensuring team are following standard operating procedures and adhering to OTP by closing check in on time, being situationally aware on the check in floor.
- Brief the crew regarding any policy changes, entry requirement changes to destinations, or current issues that may have an effect on operations.
- Allocate breaks to the crew, and be aware of factors that may require changes to times.
- Forward planning is necessary due to situations that are constantly changing, i.e., weather, crew shortages, crew duty hour limitations, engineering issues, and overbookings.
- Anticipating situations and undertaking remedial actions for delays or disruptions.
- Mitigating them immediately in order to be organized and able to effectively assist passengers with recovery options, minimizing the disruption, and providing the best possible outcome.
- Excellent, effective conflict resolution, and use of de-escalation techniques.
- Effectively communicate on a daily basis with the Airport Duty Manager, flight crew, tech crew, operations, crewing, ramp, and bag room.
- Check in passengers on international and domestic flights, ensuring all identification and entry requirements are met.
- Sales of new tickets, baggage upgrades, and excess baggage.
- Processing flight moves with associated fees, and processing payments.
- Ensuring all accepted baggage is compliant with government and airline dangerous goods requirements.
- Knowledge of dangerous goods regulations.
- Safety reporting within a 24-hour deadline period.
- Adhering to strict airline policy and procedural guidelines, including CASA requirements.
- Assisting special-needs customers and ensuring a seamless experience from check-in to departure.
- Tracing lost baggage and ensuring that baggage is reunited with the customer in the timeliest manner.
- Managing flight loads and ensuring the integrity of aircraft weight and balance, while ensuring families are seated together, special needs customers are in the correct seats, and customers are seated where they've paid for.
- Ensuring online learning modules are up to date, and company notices are always actioned as soon as possible in case of regulatory changes or process changes.
Education
SACE Stage 2 - VCE equivalent/Year 12
TAPEROO HIGH SCHOOL
01.1997
Skills
- Exceptional customer service skills
- Leadership
- Mentoring
- Excellent situational awareness
- Effective communication
- Relationship building
- Strong interpersonal skills
- High safety awareness
- Meticulous personal grooming
- Adaptability
- Time management skills
- Ability to work under pressure
- Conflict resolution skills
- Active listener
- Social perceptiveness
- Microsoft 365 Office applications
- Senior first aid
- Responsible service of alcohol
References
- Sarah Ervine, JETSTAR AIRWAYS, Team Leader/ Airport Duty Manager, 0407 279 926
- Annie Hayward, JETSTAR AIRWAYS, Team Leader Adelaide, 0415 645 974
Timeline
Client Services Officer
SASH VETS KENT TOWN
08.2024 - 02.2025
Operations Consultant
HEALTHCARE AUSTRALIA
03.2024 - 08.2024
Cabin Manager/Inflight Trainer (Flight Attendant)
JETSTAR AIRWAYS
02.2006 - 02.2024
Cabin Baggage Officer (Airport Services)
JETSTAR AIRWAYS
02.2006 - 02.2024
Customer Service Officer/ Team Leader (Airport Services)
JETSTAR AIRWAYS
02.2006 - 02.2024
SACE Stage 2 - VCE equivalent/Year 12
TAPEROO HIGH SCHOOL