Denise Martin
Adelaide,SA
Summary
Accomplished Turn Around Manager with extensive experience at Jetstar Airways, specializing in operational management and team development. Proven ability to elevate customer service standards while consistently achieving KPIs, all while nurturing strong stakeholder relationships. Expertise in safety compliance and cost control has led to optimal resource allocation and enhanced financial performance.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Turn Around Manager
Jetstar Airways
Adelaide, SA
01.2005 - Current
- Recruiting, developing, and performance management; providing leadership and coaching for customer service team members; ensuring consistency of the Jetstar customer service style, brand values, culture, operating style, and achievement of KPIs.
- Encourage and reinforce the Jetstar 'can do' culture locally, including, but not limited to, service delivery, operating style, and safety.
- Drive the application of, and adherence to, the PTS, in line with the corporate goals.
- Delivery of port performance relating to financial and business goals and KPIs for our port.
- Management of the port's operational performance, ensuring Jetstar's customer service standards and achievement of KPIs.
- Roster's are created on a daily basis, ensuring optimal use of resources, cost management, plus OTP.
- Foster an enhanced awareness with team members for OHS, aviation safety, and security policies through regular and clear communication, meetings, and updates.
- Compliance and adherence in all areas of safety, quality, security, and environment, including participation in external and internal audits and the station crisis management plan.
- Sound knowledge of air safety legislation, CASA requirements, and OHS legal responsibilities.
- Developing and maintaining good relationships with all airport and other airline stakeholders. Attending AOC meetings and terminal management meetings on JQ's behalf.
Customer Service Duty Manager
British Airways
Gatwick, London
02.1993 - 11.2004
- Monitored employee productivity to provide constructive feedback and coaching.
- Reviewed completed work to verify consistency, quality, and conformance.
- Managed budget for department, ensuring all expenses stayed within allocated funds.
- Monitored inventory levels to ensure product availability for customers.
- Delegated work to staff, setting priorities and goals.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Worked in other international locations with BA network , Africa, Middle East and Europe
- Assisted with recruitment processes when necessary, interviewing potential candidates.
- Trained new employees on company policies, job duties, and performance expectations.
- Complied with company policies, objectives and communication goals.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
Education
A Levels - Psychology, Biology And Physics
Farnborough College
FARNBOROUGH UK09-1987
Skills
- Operational management
- Performance evaluation
- Employee training
- Budget management
- Customer service
- Regulatory compliance
- Resource allocation
- Team building
- Stakeholder engagement
- Safety compliance
- Roster management
- Crisis management
- Coaching and feedback
- Cost control
Affiliations
- Horse riding
- Cycling
- Walking
Accomplishments
- Quartley Bravo award winner
- Crisis Management centre for Ugandan Airlines crash in Rome Italy : Liaison with interpol , police and airline regulatory authorities
- 9/11 Working 18 hr days to manage flight returns and and closure of US borders
Certification
- Ground to air radio license
- First Aid and CPR
References
References available upon request.
Timeline
Turn Around Manager
Jetstar Airways
01.2005 - Current
Customer Service Duty Manager
British Airways
02.1993 - 11.2004
A Levels - Psychology, Biology And Physics
Farnborough College