Diana Grace Ng
Melbourne
Summary
I am skilled in ensuring safety and delivering exceptional customer service. I have applied my expertise from Emergency Services and the Aviation Industry to improve patient care, enhance passenger satisfaction, and ensure compliance with safety regulations. My strengths include strategic planning, staff management, and emergency management. Additionally, I have a strong ability to resolve conflicts and promote cultural sensitivity, which has consistently driven operational excellence and team development.
Overview
19
19
years of professional experience
Work History
Emergency Communication Officer
Triple Zero Victoria
06.2022 - Current
- Enhanced emergency response times by efficiently managing incoming calls and dispatching appropriate resources.
- Received public emergency and non-emergency calls and supervised response prioritization to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Assisted in saving lives by providing critical pre-arrival instructions to callers during medical emergencies.
- Effective teamwork and collaboration with fellow Emergency Communications Officers contributed to a positive work environment.
- Consistently adhered to established protocols while handling sensitive information, maintaining confidentiality at all times.
- Demonstrated empathy and compassion while assisting distressed callers, maintaining professionalism under emotional circumstances.
Flight Attendant (Economy and Business)
Qantas Airways
01.2015 - 04.2023
- Prioritizing safety by ensuring that all emergency equipment are onboard by thorough security checks.
- Coordinated with ground personnel to resolve any issues or discrepancies promptly, maintaining smooth operations.
- Assisted passengers during boarding by guiding them with seat assignments and providing clear directions on busy flights.
- Conducted safety demonstrations before each flight, enhancing passengers' understanding of emergency procedures.
- Provides an excellent customer service experience to our first-time customers and at the same time exceeding the expectations of our loyal and frequent flyer members.
- Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Assisted passengers with disabilities by providing wheelchairs and support throughout the flight to provide excellent customer service.
- Assisted unaccompanied minors throughout their journey by providing supervision and engaging them in age-appropriate activities or conversation.
- Trained new flight attendants, equipping them with skills needed to maintain high service standards.
- Liaise with Managers of service failures onboard and utilized the tools provided for continuous service improvement.
- Assisted in repatriating thousands of passengers during the first wave of the COVID-19 pandemic while adhering to Infection Prevention Control practices by maintaining high standards of hygiene and wearing properly fitted PPE.
Resident Support Officer Team Leader
Department Of Justice And Community Safety
06.2021 - 06.2022
- Ensure a safe environment for people arriving from overseas who are required to enter a compulsory period of quarantine at the accommodation site.
- Communicate with people in an effective and empathetic manner whilst maintaining social distancing protocols, good hygiene practices and adhering to strict infection prevention control processes.
- Facilitated the seamless transition of returning travellers from transportation to the airport and accommodation, as well as for approved exercises or any other authorized purposes, including admission and departure.
- Work collaboratively with accommodation site staff, authorised officers, medical staff and other relevant stakeholders to ensure mandatory quarantine residents are compliant with CQV program.
- Support the Covid-19 screening process by undertaking temperature screening at accommodation admission and departure points, and conducting identification checks to ensure only authorised personnel enter the facility.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork and site operations and any ad-hoc tasks as required by the line manager.
- Report issues to the line manager for resolution as outlined in the operational instructions.
Passenger Service Supervisor
Menzies Aviation New Zealand Ltd
05.2006 - 01.2015
- Provided exceptional customer service to passengers, addressing concerns and resolving issues on behalf of the Airlines such as Emirates, Cathay Pacific, Singapore Airlines, and Qantas Airways.
- Ensured compliance with airline policies and procedures, maintaining safety standards throughout the terminal.
- Coordinated timely departures by effectively communicating with gate agents, flight crews, and ground personnel.
- Enhanced passenger satisfaction by efficiently managing daily operations and addressing customer concerns promptly.
- Resolved escalated customer issues in a professional manner, resulting in increased loyalty from satisfied clients.
- Developed shift schedules for optimal staffing levels, maximizing productivity while minimizing labor costs.
- Implemented operational improvements that led to reduced delays and improved on-time performance metrics for flights under supervision.
- Hired, trained and motivated employees to provide exceptional passenger care and support.
- Evaluated employee performance regularly, providing constructive feedback and growth opportunities as needed for continued development within the team.
- Conducted regular staff training sessions for continuous improvement in customer service skills and knowledge of airline procedures.
Education
Undergraduate Certificate - Mental Health
Monash University
Clayton, VIC03-2025
Certificate II - Emergency Communications
22456VIC
Melbourne, VIC06-2023
Certificate IV - International Travel, Tourism And Airline Studies
Crown Institute of Studies
CBD, Auckland, New Zealand11-2006
Bachelor of Science - Psychology
University of The City of Manila
Manila, Philippines03.2004
Skills
- Safety and Standard Compliance
- First Aid and Safety officer
- Customer Relations with Cultural understanding and sensitivity
- Exceptional communication and Cross-cultural communication
- Self-motivated professional
- Task Delegation and Supervisory experience
- Strategic Planning and Training & Development
- Staff Management, Conflict and Complaint Resolution
Referee
- Harry Grant
Triple Zero Victoria - Workplace Trainer
+61431896310
harry.grant@triplezero.vic.gov.au
- Andrew Elliot
Qantas Customer Service Manager
+61405589892
elliottandrew@qantas.com.au
Timeline
Emergency Communication Officer
Triple Zero Victoria
06.2022 - Current
Resident Support Officer Team Leader
Department Of Justice And Community Safety
06.2021 - 06.2022
Flight Attendant (Economy and Business)
Qantas Airways
01.2015 - 04.2023
Passenger Service Supervisor
Menzies Aviation New Zealand Ltd
05.2006 - 01.2015
Undergraduate Certificate - Mental Health
Monash University
Certificate II - Emergency Communications
22456VIC
Certificate IV - International Travel, Tourism And Airline Studies
Crown Institute of Studies
Bachelor of Science - Psychology
University of The City of Manila
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