Fiona Daw
Summary
Dynamic customer service professional with extensive aviation experience at Qantas Airways. Proven ability to resolve escalations and enhance customer satisfaction through effective communication and problem-solving skills. Recognized for adaptability and teamwork, consistently supporting colleagues under pressure while maintaining high standards of professionalism and reliability.
Overview
40
40
years of professional experience
Work History
Customer Service Agent
Qantas Airways
05.1994 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers and staff
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Have worked in Delay Handling Department and Departure A team, leading and assisting in ensuring OTP and customer satisfaction in a delay situation.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Leading and working in small teams on Repatriation Flights, working with limited resources.
Qantas Reservations Telephone Sales
Qantas Airways
02.1989 - 05.1994
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
Apprentice Chef
Qantas Catering
01.1985 - 02.1994
- Set up food stations by following chef's orders.
- Displayed adaptability by quickly learning new menu items as they were introduced into the rotation.
- Maintained well-organized mise en place to keep work consistent.
- Worked on Meals for all classes of travel for both Qantas and Customer Airlines, including traditional meals for various cultures.
- Displays and presentations for new menus for airlines and promotional Airline work.
Education
Hotel Management - Hotel Management
Ryde Catering College
Ryde, NSW12-1992
Cordon Bleu Cookery Diploma - Cordon Bleu Cookery Diploma
Cordon Bleu Cookery School
Winkfield Place, United Kingdom12-1984
Higher School Certificate -
Turramurra High School
Turramurra,NSW12-1983
Skills
- Extensive Aviation Experience
- Consistent Professional Commitment
- Effective Team Engagement
- Support colleagues, managers and customers in all situations
- Reliable, hardworking and honest
- Works effectively under pressure and time constraints
- Been involved with Qantas Repatriation flying during COVID and later, going to Dili, East Timor and Newcastle for a recovery flight
- I have been on both the Delay Handling roster and Departure A, leading teams and working in conjunction with many areas of Qantas ensuring on time performance and customer recovery when flights are either delayed or cancelled
Timeline
Customer Service Agent
Qantas Airways
05.1994 - Current
Qantas Reservations Telephone Sales
Qantas Airways
02.1989 - 05.1994
Apprentice Chef
Qantas Catering
01.1985 - 02.1994
Hotel Management - Hotel Management
Ryde Catering College
Cordon Bleu Cookery Diploma - Cordon Bleu Cookery Diploma
Cordon Bleu Cookery School
Higher School Certificate -
Turramurra High School
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