Diana Henderson
Kurnell,Australia
Summary
Dynamic leader with a proven track record in stakeholder management and operational excellence, consistently upholding the highest standards of customer service, safety, and security at Singapore Airlines. Expertise in driving digital transformation initiatives, enhancing customer experience, and fostering vendor relationships, complemented by a commitment to staff coaching and development. A continuous improvement mindset fuels a passion for change management, thriving in fast-paced environments that demand flexibility to meet last-minute challenges. Exceptional time management skills facilitate effective prioritization of tasks while building strong relationships with team members and service providers, ensuring a collaborative and results-oriented workplace.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Officer
Singapore Airlines
06.2023 - Current
- Mentoring staff to ensure strong customer service standards are upheld alongside operational efficiency
- Build strong relationships with key stakeholders within the airline industry
- Working with service partners to improve daily operations, performance standards and business targets
- Service Partner contractual negotiations and performance management to ensure tangible results for Singapore Airlines.
- Ensured compliance for all regulatory, operational and security matters
- Major Achievements:
- Exceeded target for annual appraisal in 2023financial year.
- Implemented and drive multiple Digital Transformation Initiatives.
- Major cost reduction with major contractor.
Customer Services Officer
Singapore Airlines
04.2016 - 05.2023
- Advising and supporting GHA on new company policies, procedures, and processes.
- Foster a culture of high performance and continuous learning with Service Partners
- Collaborated with key stakeholders to achieve organisational targets and compliance
- Created various SOPs for operational excellence
- Ensuring timely and accurate billing and invoice settlement
- Compliance with Singapore Airlines procedures and processes
- Resolving and responding to customer complaint and investigations in a timely manner
- Major Achievements:
- Leading and supporting numerous digital projects to achieve a digital workplace
- Managing minor renovations and Reopening Singapore Airlines Lounge in a short frame time post Covid
- CEO Service excellent award 2021
Passenger Services Representative for Tiger Air
Aerocare
05.2015 - 08.2016
- Managed check in and boarding procedures with passengers while efficiently following company guidelines.
- Effectively trained new staff with Departure Control Systems
- Assisting passengers during flight disruption
- Managed and resolved customer issues and complaints
- Working well under pressure
- Productively assisted passengers who require assistance on departure and arrival
Education
Higher School Certificate -
Bachelor - Public Administration
RSA Certificate - undefined
Skills
- Client support
- Effective decision-making
- Achievement-oriented
- Dedicated work ethic
- Time management expertise
- Effective communication
- Collaborative team member
- Operational efficiency management
- Guidance and support
- Client satisfaction management
- Customer complaint resolution
- Issue escalation coordination
- Quote development
- Data organization and maintenance
Languages
English
Lithuanian
Russian
Interests
- Gym Workouts
Hobbies and Interests
I spend majority of my time out of work with my family and being involved in exercise activities and nature. I consider myself an incredibly fast learner and I have strong passion for self-improvement., Adapting to changes, communicating, and helping people is one of my strengths. I strongly believe in personal development and is constantly on the lookout to learn new skills to expand my personal and work knowledge. My motivation and commitment towards completing tasks to high standards is something I pride myself on.
Timeline
Senior Customer Service Officer
Singapore Airlines
06.2023 - Current
Customer Services Officer
Singapore Airlines
04.2016 - 05.2023
Passenger Services Representative for Tiger Air
Aerocare
05.2015 - 08.2016