Elisabeth Ann Luke
Sydney,NSW
Summary
Multi-talented Senior Flight Attendant and Educator with a 32 year record of success in both airline and health industry. Experienced in the design, delivery and development of a variety of training programs and workshops focused on maximizing employee performance, team productivity and quality assurance. Talented communicator, energetic and motivational speaker. Proven success in leadership, operational excellence and organizational development with keen understanding of elements of airline business.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Flight Attendant & Customer Service Supervisor
Qantas Airlines LTD
04.1988 - 02.2021
- Provided leadership and service expertise to cabin crew to ensure 100% compliance with Qantas service standards and signatures with direct accountability for economy class cabin servicing up to 230 passengers.
- Created interaction and teamwork amongst crew and partner areas to improve business performance and customer service delivery.
- Addressed and managed crew performance, provided supporting documentation and feedback. Coached and developed crew in service delivery, identified skills gaps.
- Demonstrated sound understanding of and commitment to Qantas' current business initiatives.
- Identified and resolved problems in flexible and responsible manner.
- Ensured safety and security in airline operations.
Academic Instructor
La Trobe University
02.2016 - 02.2020
- Delivered "Mental Health Nursing" 5 day intensive workshop to third year nursing students.
- Designed and presented online learning module "Mental Health and LGBTIQ".
- Provided high quality learning experience to nursing students, assisting them to achieve prescribed learning outcomes.
- Marked student assessments using Turnitin and provided quality feedback within agreed time frames.
- Worked cooperatively with other teachers and administrators to help students reach learning objectives.
- Kept students on-task with proactive behaviour modification and positive reinforcement strategies.
Facilitator and Instructional Designer
Qantas Airlines LTD
05.1999 - 07.2008
- Liaised with key stakeholders to design and develop Qantas' Cabin Crew training programs.
- Liaised with external providers to create suite of templates, forms, documents and kits to be used for training planning, implementation and review.
- Delivered inaugural Cert IV Airline Operations to Qantas' Customer Service Supervisors.
- Delivered Myers-Briggs Personality Type Indicator ( MBTI) to Qantas' Cabin Crew.
- Monitored, assessed and coached participant's ability to perform in new role using Competency Based Training.
- Prepared and compiled training/facilitator manuals, learning collateral and support materials.
- Established, monitored and evaluated quality of Qantas' training programs and assessment design and delivery. Took remedial action as required.
Education
Graduate Diploma Education - Nursing Education
University Of Sydney
Sydney, NSW10 1987
Bachelor Health Administration - Health Administration And Management
University Of NSW
Sydney, NSW5 1987
General Nursing - Nursing
Royal Alexandra Hospital
Camperdown NSW1 1981
Skills
- Airline Operations
- Communication and Interpersonal
- Commercial Awareness
- Conflict Resolution
- Teamwork
- Leadership and Management
- Problem Solving
- Customer Focus and Service
- Situational Awareness and Emergency Response
- Training Design, Delivery and Development
Certification
- Certificate IV Airline Operations
- Certificate IV Assessment and Workplace Training
- Certificate Behavioural Interviewing Skills
- Certificate Responsible Service Alcohol
- Certification “Sommelier in the Sky”
- Master Personal Trainer
- Certificate Romana's Pilates, Gyrotonices and Gyrokinesis, Ski Instructor
Accomplishments
- Upgraded Qantas Certificate 111 to Certificate 1V in Airline Operations.
- Redesigned and produced Learning and Development Program for Qantas Onboard Managers.
- Redesigned and produced A380 Cabin Crew Onboard Training Manual.
- Qantas Excel Award for Wisdom of Experience Safety Business.
- Qantas Consistent Role Model Performance Award.
Checks
Working with Children NSW
Timeline
Academic Instructor
La Trobe University
02.2016 - 02.2020
Facilitator and Instructional Designer
Qantas Airlines LTD
05.1999 - 07.2008
Flight Attendant & Customer Service Supervisor
Qantas Airlines LTD
04.1988 - 02.2021
Graduate Diploma Education - Nursing Education
University Of Sydney
Bachelor Health Administration - Health Administration And Management
University Of NSW
General Nursing - Nursing
Royal Alexandra Hospital
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