Jade Macdonald
Townsville,Queensland
Overview
23
23
years of professional experience
Work History
Airline Customer Service Agent
Menzies Aviation
11.2012 - 02.2014
- International check-in. Providing passport and visa checks.
- Greeted passengers at boarding gate.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Flight Attendant
Australian Airlines
08.2011 - 09.2012
- Ensured safety and comfort of customers onboard aircraft.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Resolved passenger conflicts and medical emergencies during flights.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
Call Center Customer Service Representative
Virgin Airline Australia
05.2010 - 07.2011
- Helped large volume of customers every day with booking flights with a positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints.
- Attended telephone skills and program information training sessions to boost aptitude.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Detailed payment options and explained price, receipt and billing details to customers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Airline Customer Service Agent
Menzies Aviation
02.2008 - 05.2010
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided check-in procedures for international passengers.
- Boarding and disembarkation of aircraft.
- Liaising with cabin crew regarding crew needs for each flight.
- Ensuring pilots and cabin crew paperwork was correct and signed bt crew.
Flight Attendant
Jetstar Airways
07.2006 - 02.2008
- Ensured safety and comfort of customers onboard aircraft.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Resolved passenger conflicts and medical emergencies during flights.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Answered passenger questions and provided solutions to issues arising during flights.
- Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
Small Business Owner
Myself
07.2021 - Current
- Promoted business via social media to generate leads and maximize brand identity.
- Designed business plan to define concept, short-term and long-term goals and strategies.
- Fulfilled customer needs by completing all purchase orders and customer invoices.
- Evaluated sales reports and financial statements to manage cash flow and develop techniques to improve business.
- Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.
- Researched trends and current innovations to determine competition and develop competitive pricing points.
- Interviewed and hired ideal candidates to assist with logistics and tasks of business.
- Interacted well with customers to build connections and nurture relationships.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Qantaslink Flight Attendant
QantasLink
05.2003 - 06.2006
- Ensured safety and comfort of customers onboard aircraft.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Resolved passenger conflicts and medical emergencies during flights.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
Qantas Customer Service Agent.
Qantas Airways
01.2001 - 04.2003
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Check in passengers for international flight.
- Ensured all passengers had correct visa's and valid passports.
- Boarding and disembarking aircraft.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
No Degree - Interior Design
Beaumont School of Interior Decorating And Design.
Brisbane, QLD11.2011
No Degree - Airline Customer Service And Hospitality
Wentworth Commercial College
Sydney, NSW12.2000
High School Diploma -
St Patrick's College Sutherland
Sutherland, NSW11.1999
Skills
- Business Development
- Negotiation
- Operations Oversight
- Hiring and Onboarding
- Small Business Sales Transactions
- Business Growth Initiatives
- On-Time Project Delivery
- Contractual Obligations
- Cash Control
- Inventory Tracking and Management
- Employee Performance Management
- Planning and Execution
- Organizational Improvements
Timeline
Small Business Owner
Myself
07.2021 - Current
Airline Customer Service Agent
Menzies Aviation
11.2012 - 02.2014
Flight Attendant
Australian Airlines
08.2011 - 09.2012
Call Center Customer Service Representative
Virgin Airline Australia
05.2010 - 07.2011
Airline Customer Service Agent
Menzies Aviation
02.2008 - 05.2010
Flight Attendant
Jetstar Airways
07.2006 - 02.2008
Qantaslink Flight Attendant
QantasLink
05.2003 - 06.2006
Qantas Customer Service Agent.
Qantas Airways
01.2001 - 04.2003
No Degree - Interior Design
Beaumont School of Interior Decorating And Design.
No Degree - Airline Customer Service And Hospitality
Wentworth Commercial College
High School Diploma -
St Patrick's College Sutherland
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