EVELYN KOHLHASE
MOUNT ISA
Summary
As a competent individual I am able to demonstrate effective planning to problem solving, situational awareness to workload management and also clear and concise communication with other team members, using resources in a manner that improves overall performance. Also the ability to multi-task and perform under pressure.
I am a highly motivated person both professionally and personally. Where by hard work, dedication and the ability to acquire new skills will advantage any company I work for.
Experienced Customer Service Supervisor bringing 20+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
32
32
years of professional experience
Work History
Customer Service Supervisor /Airport Ramp Agent
Airside Logistics
10.2022 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
Port Manager
VIRGIN AUSTRALIA - Swissport
08.2012 - 10.2021
- Led and managed projects to support logistics efforts and plans.
- Prepared inventory for shipment by attaching tags and labels.
- Consistently met company and department objectives within budget and time constraints.
- Enforced policies and procedures for entire team.
- Achievement in managing, motivating and leading a large team including several years of direct leadership experience with a team / workforce of 100 or more people.
- Conducting Port Safety and Compliance Monthly Meetings.
- Leadership experience in a fast-paced service operation managing the needs of multiple clients with divergent requirements across geographically spread operations.
- Direct aviation experience including leadership in Customer Service and Ramp Services. Customer Service Trainer.
- Working knowledge of clients manuals / processes;
- Experience in developing and implementing business improvements and change management strategies.
- Knowledge of Aviation industry including regulatory framework, safety systems, emergency response procedures and airport operations.
- Practical understanding of safety practices and regulations.
- Thorough knowledge of our clients airline handling manuals, dangerous goods, security and emergency response policies and procedures.
- Knowledge of enterprise bargaining agreements and application in the workplace.
- Practical knowledge of industrial relations processes including disciplinary procedures.
- Thorough knowledge of Safety & Compliance. Create a positive safety culture that includes strong safety reporting/Just Culture and that aims for being a generative safety culture. Provide OH&S oversight and guidance with the aim of minimizing or eliminating personal injuries;
- Thorough knowledge of Operational requirements. Lead optimal operational efficiency through effective planning and management of manpower (through rosters, training, leave, etc.) as well as other key cost areas e.g. staff uniforms.
- Ensure that there is consistent, proactive planning to achieve the right number of people trained in the various disciplines of operations without unnecessary wasting of cost through over-training.
- Ensure that KPIs/timesheets are accurate and then complete the final check and sign-off ahead of client invoicing.
- Ensure the safe and secure operation of all equipment and associated costs for repair and maintenance.
- Approve or create purchase orders for consumables and other key expense items.
- Service - Lead and coach the team to deliver and exceed on-time performance targets.
- Lead and coach the team toward exceeding all clients customer service expectations in the various disciplines including check-in, boarding, baggage services, baggage delivery times, mishandled baggage and care taken with baggage.
- Ensure that strong customer service is able to be maintained during normal operations as well as during disruptions and delays;
- Maintain effective communications/relationships with clients and key airport community stakeholders.
- Carry out self-audits and ensure operational managers and supervisors are effectively auditing as per target frequency.
- Promote and ensure the effective implementation of new initiatives/products/services.
- Leadership & Culture
- Client and Airport Community Management
- Project Management
Customer Service Manager /Cabin Crew Trainer
QANTAS JET CONNECT
03.2001 - 03.2012
- Inspected interior of aircraft prior to, during and after flights to check for proper stowing of emergency equipment.
- Provided clear and decisive leadership by rapidly assessing and responding to changing field conditions.
- Stayed current on strengths, training and knowledge of each team member in order to coordinate optimal tactical strategies.
- Checked proficiency of personnel involved in airborne operations prior to signing off on assignments.
- Helped personnel complete forms to maintain accurate battalion paperwork.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Evaluated employee job performance and motivated staff to improve productivity.
- Assessed departmental operations to determine areas for customer service improvement and support.
- Enhanced customer service procedures and policies to improve support structures company-wide and boost customer satisfaction.
- Created training manuals targeted at resolving simple and difficult customer issues.
- Recommended improvements to products and services to mitigate complaints.
Cabin Crew Member
ANSETT AIRLINE - Domestic
03.1993 - 07.1997
- Followed company regulations and rules promoting safe environment for both travelers and employees.
- Cleaned and serviced all areas of aircraft, including cabin, galleys and lavatories.
- Stocked cabin with safety guides, airsick bags, cleaning supplies and other necessary items after every flight.
- Held employees responsible for fulfilling required duties and tasks during designated shifts.
- Cross-trained shift personnel in various roles and tasks by frequently rotating assignments.
- Attended trainings in customer service, conflict resolution techniques, and safety procedures to remain current on new requirements and procedures.
- Offered answers to passengers' questions and resolved issues that arose during flights.
- Followed safety, passenger and supply pre-flight checklists.
- Dealt with mechanical and passenger emergencies according to standards.
Education
FIRST AID CERTIFICATE 2023
Mount Isa QLD2021
Skills
- Project Management
- Safety Policy & Procedure Compliance
- Customer Service and Ramp
- Operational Policy Requirements
- Customer Service Ground Crew Trainer / Development & Delivery
- Authentic Leadership style with a passion to motivate & influence
- Strong Communications Skills
- Customer Service
- Time Management
- Problem-Solving
- Team Building and Leadership
References - will provide on request.
References will be provide on request.
Timeline
Customer Service Supervisor /Airport Ramp Agent
Airside Logistics
10.2022 - Current
Port Manager
VIRGIN AUSTRALIA - Swissport
08.2012 - 10.2021
Customer Service Manager /Cabin Crew Trainer
QANTAS JET CONNECT
03.2001 - 03.2012
Cabin Crew Member
ANSETT AIRLINE - Domestic
03.1993 - 07.1997
FIRST AID CERTIFICATE 2023
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