Fay McDonald
Twin Waters,QLD
Summary
- Highly motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills.
- Adept at working effectively unsupervised and quick to master new skills
- Am a strong Team player with a "Can do, will do attitude"
- Have excellent verbal and written communication skills with a strong background cultivating positive relationships and exceeding goals
- Good at troubleshooting and look at ways to best build successful solutions in a timely and professional manner
- Have worked in Customer Services roles and am passionate about helping others with proven positive results
Overview
34
34
years of professional experience
Work History
Operations Controller
BONZA Aviation Pty Ltd
Maroochydore, QLD
05.2023 - Current
- Planning and monitoring Network Operations on a daily basis, making decisions and implementing plans in the case of disruptions
- Planning ahead in line with Airline scheduling and Maintenance control requirements
- Liaising with internal and external stakeholders of anything relating to the operation including but not limited to delays, cancellations, aircraft tail swaps, crew changes
- Giving support to Ground handler enquiries in all ports
- Supporting and providing Tech Crew with access to flight plans, weather reports across the network ordering fuel and actioning any other requests operations related
- Collating and checking post flight documentation and filing according to CASA requirements
- work closely with senior manager to identify opportunities for process improvement, updating and maintaining manuals
Career Break
Career break
Twin Waters, QLD
05.2017 - 05.2023
Operations Team Manager
Air New Zealand
Wellington , New Zealand
01.2013 - 05.2017
- Developed and implemented processes to improve Operational efficiency
- Monitored daily operations to ensure On Time Performance was carried out incompliance with Company policies and procedures
- Oversaw all aspects of Airline operations, co-originating and liaising with staff, being hands on where required
- Guided staff on understanding and meeting changing operational situations to meet customers needs and expectations (ie) disrupt planning, implementing company policies, managed quality customer service and logistics all in line with standard operational procedures
- Managed staffing levels and recognised staff development with ongoing training and mentoring
- Developed and maintained good and professional working relationships with staff, customers and associated agencies
- Handled customer complaints and/or enquiries
- Chaired daily operational meetings with all departments and helped develop initiatives or process improvement, reviewed and assessed ongoing operations
Airline Operations Co-ordinator
Air New Zealand Ltd
Wellington , New Zealand
04.1990 - 01.2017
- Daily running and monitoring of Operations including Contract Airlines to achieve On Time Performance targets
- Disrupt planning and passenger recovery - liaising with Passenger Services teams and offering support where needed, communicating with associated departments of the disrupt plan so everyone was aware of what was going on
- Making PAs to ensure the passengers were always kept up to date
- Troubleshoot problems and developing successful solutions in a timely and professional manner
- Trained new team members in Airline operation procedures and ways to exceed performance expectations
- Load Control Trainer - dealing with weight and balance of aircraft, recognising structural limits and the carriage of accepted Dangerous Goods and restrictions
- Updated office files and kept records organised and accessible
- Assisting Tech and Cabin crew in Operational matters
Airline Customer Service Agent
Air New Zealand Ltd
Wellington , New Zealand
11.1990 - 01.2017
- Operated computerised and manual systems for Passenger check for both domestic and international flights including visa and travel documentation checks
- Greeted and answered Customer inquiries regarding airline services including rates, routes, schedules, travel regulations.
- Assisted customers with ticketing, seating and baggage handling requirements
- Disrupt handling, implementation of passenger recovery including rebookings, sourcing alternative travel arrangements all within the Company procedures and policies
- Kept passengers informed by announcing important information especially in disrupt situations
- Followed Company policies and procedures related to Customer service at all times
- Boarding/Gate control procedures including verifying passenger documentation prior to boarding
- Assisted customers with special handling needs unaccompanied minors to ensure a seamless Airport experience
- Monitored security checkpoints to ensure safety of passengers and staff members alike.
- Maintained cleanliness of work station by disposing trash properly and restocking supplies as needed.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Upheld uniform and conduct guidelines to maintain a professional appearance at all times
Education
NZQA Certificate in Aviation (Level 3) - Airline Check in And Customer Service
NZQA
Wellington, New Zealand 02-2016
NZQA National Certificate in Business (First Level Management) Level 3 - Aviation
Air New Zealand School of Training
Auckland, New Zealand11-2015
Certificate in Hotel Reception And Tourism - Tourism
Central Institute of Technology
Heretunga, New Zealand11-1989
Skills
- Focused on providing a high level of professional and efficient customer service
- Willing to learn new computer skills and systems to enhance my performance for this role
- Confident and able to stay calm under pressure and can resolve challenging situations in a timely and professional manner
- Strong communicator and great listener
- Strong attention to detail and accuracy
- Good organisational skills
- Acceptance of Diversity and different Cultures
- Able to develop and maintain good working and professional relationships with internal and external customers
Referees
- Mr Kosta Stefanidis
Air New Zealand Airport Manager
Wellington Airport
Contact: +64 1 712 546 (mobile)
kosta.stefanidis@airnz.co.n
- Mr Cliff McCallum
Former Head of Network Operations and Planning
Bonza Aviation PTY LTD
Sunshine Coast Airport
Contact: cliff.mccallum@gmail.com
Timeline
Operations Controller
BONZA Aviation Pty Ltd
05.2023 - Current
Career Break
Career break
05.2017 - 05.2023
Operations Team Manager
Air New Zealand
01.2013 - 05.2017
Airline Customer Service Agent
Air New Zealand Ltd
11.1990 - 01.2017
Airline Operations Co-ordinator
Air New Zealand Ltd
04.1990 - 01.2017
NZQA Certificate in Aviation (Level 3) - Airline Check in And Customer Service
NZQA
NZQA National Certificate in Business (First Level Management) Level 3 - Aviation
Air New Zealand School of Training
Certificate in Hotel Reception And Tourism - Tourism
Central Institute of Technology
Similar Profiles
JEIHAN ACHMADJEIHAN ACHMAD
Ancillary and Passenger Service System - Lead at BONZA AviationAncillary and Passenger Service System - Lead at BONZA Aviation
JEIHAN ACHMADJEIHAN ACHMAD
Analyst - Customer Revenue, Network and Schedules at BONZA AviationAnalyst - Customer Revenue, Network and Schedules at BONZA Aviation
MEERA SHAHMEERA SHAH
Student Support Officer at M.S Aviation Pty LtdStudent Support Officer at M.S Aviation Pty Ltd
MAJA PINTARMAJA PINTAR
AIN at Estia Mount CoolumAIN at Estia Mount Coolum
NAOMI BRADLEYNAOMI BRADLEY
Financial Services Officer at University of the Sunshine CoastFinancial Services Officer at University of the Sunshine Coast