Hugo Innes-Humberstone
Kew East,VIC
Summary
Professional with experience in operational administration and frontline leadership within high-accountability, fast-paced environments. Demonstrated ability to manage conflict, communicate clearly with diverse stakeholders, and make sound decisions under pressure. Strong focus on procedural compliance, accurate record-keeping, teamwork, and ethical service delivery. Recognised for professionalism, reliability, and maintaining standards in roles requiring responsibility and scrutiny.
Overview
8
8
years of professional experience
2
2
Certifications
Work History
Administrative Support Officer
Air Services Australia
03.2023 - Current
- Provided operational and administrative support within a safety-critical environment, requiring high levels of accuracy, accountability, and professionalism.
- Audited documentation and maintained accurate records to ensure compliance with organizational procedures and regulatory requirements.
- Coordinated operational requirements, including managing shift vacancies and schedules, often under time pressure
- Communicated effectively with a wide range of stakeholders, ensuring clear, respectful, and professional information exchange
- Demonstrated attention to detail and sound judgment in decision-making where errors could have operational impacts
Shift Manager
McDonalds
Ballina , NSW
04.2022 - 03.2023
- Led and supervised teams in a fast-paced, high-pressure frontline environment, ensuring professional conduct and adherence to policies and procedures
- Managed conflict and challenging behaviours from customers and staff using de-escalation and problem-solving techniques
- Made time-critical decisions to maintain safety, service continuity, and team effectiveness
- Ensured compliance with workplace health and safety, food safety, and organisational standards
- Maintained accountability for cash handling, shift documentation, and accurate record-keeping
- Supported and developed team members, promoting teamwork, fairness, and respect
Assistant Store Manager
McDonalds
Merimbula, NSW
01.2018 - 04.2022
- Assisted in the overall management of restaurant operations, supporting compliance with organisational policies, safety standards, and procedural requirements
- Provided leadership and supervision to large, diverse teams, promoting professionalism, fairness, and accountability
- Managed staffing, performance, and operational issues, including responding to incidents and customer complaints in a calm and controlled manner
- Supported conflict resolution and de-escalation involving customers and staff, applying clear communication and sound judgment
- Ensured accurate completion of reports, records, and administrative documentation
- Contributed to maintaining a safe environment for staff and customers through risk awareness and adherence to workplace health and safety standards
Education
High School Diploma -
Lumen Christi Catholic College
Pambula, NSW10-2022
Skills
- Conflict resolution and de-escalation
- Decision-Making Under Pressure
- Professional communication
- Integrity & Confidentiality
- Team Leadership & Support
- Attention to Detail & Record-Keeping
- Resilience & Emotional Regulation
- Procedural Compliance
Certification
First Aid & CPR
Timeline
Administrative Support Officer
Air Services Australia
03.2023 - Current
Shift Manager
McDonalds
04.2022 - 03.2023
Assistant Store Manager
McDonalds
01.2018 - 04.2022
High School Diploma -
Lumen Christi Catholic College