Hayley Fisher
Diggers Rest,Victoria
Summary
Energetic Customer Service Supervisor with extensive experience at Qantas Airways, excelling in problem-solving and team leadership. Proven track record in resolving complex inquiries and managing customer escalations, enhancing customer satisfaction. Proficient in customer management systems, I thrive in high-pressure environments, consistently delivering exceptional service and operational efficiency.
I am pursuing a full-time role as a Customer Service Supervisor that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
17
17
years of professional experience
Work History
Customer Service Supervisor
QANTAS AIRWAYS LTD MELBOURNE - Melbourne Airport
05.2021 - Current
- Lead the customer service team to enhance operational efficiency and service quality.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Resolved complex customer inquiries, ensuring timely and satisfactory solutions aligned with company policies.
- Maintain knowledge of company products and services to resolve
complaints and concerns. - Investigate sensitive customer service complaints and deliver a resolution to customer satisfaction.
- Complete a daily shift report as well as making safety reports and
following up any issues the operation may have had during my shift - Advanced knowledge of check-in and airport systems/processes
- Ability to manage operational disruption
- A thorough understanding of aviation requirements, legislation and compliance
Customer Service Agent
QANTAS AIRWAYS LTD MELBOURNE - Melbourne Airport
03.2014 - 05.2021
- Delivered exceptional customer support in high-pressure environments, resolving inquiries and issues efficiently.
- Managed booking modifications and cancellations using airline check in systems to enhance customer satisfaction.
- Trained new team members on operational procedures and customer service protocols to ensure consistent service quality.
- Checking in passengers in a timely manner, processing baggage safely, coordinating the arrival and boarding of flights, safely operating aerobridges and greeting arriving passengers.
- Handled customer complaints.
- Monitored flight schedules and updates to provide accurate information to passengers, enhancing travel experience.
- Assisted passengers with ticketing, check-in processes, and baggage handling.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
Customer Service Cashier
KFC Restaurant
01.2013 - 01.2015
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Maintained high standards of cleanliness and organization in dining and service areas.
- Assisted customers with menu selections, ensuring exceptional service quality.
- Trained new cashiers on operational procedures and customer service best practices.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
Factory Worker
Toy Networx
01.2009 - 01.2015
- Monitored inventory levels and reported discrepancies promptly.
- Assisted in maintaining a clean and organized work environment.
- Conducted quality inspections to maintain product standards.
- Used equipment properly to avoid workplace hazards or injuries.
- Maintained a clean and safe workspace by adhering to safety protocols and regularly organizing the factory floor.
Education
William Ruthven Secondary College
Melbourne11-2015
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Handling escalations
- Decision-making
- Team leadership
- Complaint resolution
- Work prioritization
- Proficient in CM (Customer Management)
- Complaint handling
Accomplishments
- 2015 - NAIDOC Qantas Trainee of the Year.
- 2017 - Selected to travel to Dubai to assist with the multiple cancellations of Qantas aircraft.
- 2023 - Selected to travel to Rome to assist in the relaunch of the Qantas seasonal direct services to Australia.
- 2024 - Selected to travel to Port Villa to assist in repatriating Australians after the Dec 2024 earthquakes.
- 2025 - NAIDOC Qantas Inclusive Leadership Award.
Timeline
Customer Service Supervisor
QANTAS AIRWAYS LTD MELBOURNE - Melbourne Airport
05.2021 - Current
Customer Service Agent
QANTAS AIRWAYS LTD MELBOURNE - Melbourne Airport
03.2014 - 05.2021
Customer Service Cashier
KFC Restaurant
01.2013 - 01.2015
Factory Worker
Toy Networx
01.2009 - 01.2015
William Ruthven Secondary College