Heather Willey
Phillip,ACT
Summary
I am a professional and organised leader with a strong focus on team collaboration and achieving results. Skilled in team management, safety protocols, and customer service. Reliable and adaptable with proven ability to handle high stress situation requiring efficient critical thinking. Known for excellent communication, leadership, and problem-solving abilities. I demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. I am eager to contribute to team success and further develop my professional skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Cabin Supervisor / In-Flight Trainer
Qantas Cabin Crew
Canberra, ACT
05.2022 - Current
- Support the training and development of new employees
- Led pre-flight briefings, enhancing team communication and alignment on flight-specific requirements.
- Mentored new cabin crew hires, providing guidance on company policies and procedures as well as hands-on training.
- Served as a liaison between cabin crew members and upper management, maintaining open lines of communication regarding issues affecting flight operations.
- Conducted regular performance evaluations for cabin crew members, identifying areas for improvement and providing constructive feedback.
- Be trained and confident in aircraft safety procedures, operational requirements, and first aid emergency when needed.
- Be adaptable and proactive to any situation that may present itself, acting in a sensible, warm and safe way, within approved standard operating procedures.
- Trained and mentored new staff on operational procedures and customer service excellence.
- Appreciate cultural diversity and sensitivity towards customers
- Successfully collaboration with the more senior levels and their stakeholders.
Childcare Educator
Cubs Corner
Canberra, ACT
06.2020 - 05.2022
- Developed and implemented age-appropriate lesson plans to enhance children's learning experiences.
- Fostered a nurturing environment promoting emotional, social, and cognitive development in young children.
- Mentored junior staff in classroom management techniques and effective communication strategies with families.
- Evaluated children's progress through regular assessments, ensuring individualized learning approaches were applied.
- Led activities that encouraged creativity, physical coordination, and critical thinking skills in diverse groups of children.
Waitress
Eastlake Calwell Club
Canberra, ACT
10.2018 - 06.2020
- Delivered exceptional customer service in high-volume dining environment.
- Streamlined workflow by coordinating with kitchen and bar staff for timely service.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Managed accurate order taking and processing for diverse menu items.
Education
Certificate I and II - hospitality
Erindale College
01.2020
Disability Awareness
Qantas
01-2025
Consumer Law Compliance
Qantas
01-2025
De-Escalating Customer Behaviour
Qantas
01-2025
Mental Health First Aid
Qantas
01-2025
Senior First Aid
Qantas
01-2025
Drugs And Alcohol Awareness For Employees
Qantas
01-2025
Skills
- Training and mentoring
- Efficient customer service
- Team leadership and management
- Clear verbal and written communication
- Conflict resolution and mediation
- Time management and prioritisation
Certification
- Mental Health First Aid
- RSA certificate
- Certificate I and II in hospitality (SIT01216, SIT20316)
- Year 12 certificate obtained at Erindale College (2020)
- Current First Aid certificate.
- Fully vaccinated against Covid-19
Voluntary and Leadership Roles
- Mentored and supervised subordinates as a Qantas inflight trainer, to ensure quality and operational standards were understood and met.
- Displayed qualities of courage and integrity to uphold Qantas flight standards at all times, including during challenging emergencies.
- Received a leadership award for my performance as a junior trainee and employee.
- Understood and met the Qantas work, health, safety, cultural and workplace behaviours standards, and helped ensure my team followed these standards.
- Coached various school netball teams after school hours with regular games each weekend.
- Awarded the leadership award for netball coaching 2017.
- Coached boys’ soccer teams and the soccer academy.
- Volunteered for Anglicare retail charity shop (2020)
- Volunteered for fund-raising barbecues and social events for my soccer club.
- Participated voluntarily in organised sports and activities, including netball, soccer, swimming, skiing, camping and athletics.
Timeline
Cabin Supervisor / In-Flight Trainer
Qantas Cabin Crew
05.2022 - Current
Childcare Educator
Cubs Corner
06.2020 - 05.2022
Waitress
Eastlake Calwell Club
10.2018 - 06.2020
Certificate I and II - hospitality
Erindale College
Disability Awareness
Qantas
Consumer Law Compliance
Qantas
De-Escalating Customer Behaviour
Qantas
Mental Health First Aid
Qantas
Senior First Aid
Qantas
Drugs And Alcohol Awareness For Employees
Qantas