Janet Bezzina

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
• Providing accurate and timely information and advice consistent with Customer Service policies, procedures, and Council's service standards.
• Fulfilling all obligations and commitments made to customers regarding requests, enquiries, and complaints within agreed time frames.
• Participating in team-building, continuous improvement activities, business planning, and other unit, branch, or corporate activities.

• Efficiently process parking permit applications, ensuring meticulous documentation and compliance with council policies.
• Facilitate issuance and renewal of disability permits, collaborating with individuals with disabilities and implementing accessibility initiatives.
• Engage with residents and businesses, providing accurate information for positive customer experiences.
• Maintain detailed records, generate reports, and actively contribute to continuous process improvement.

• Led cross-functional teams on high-impact projects, consistently meeting deadlines and exceeding performance expectations.
• Promoted and oversaw compliance with detention orders issued under the Public Health and Wellbeing Act 2008 (PHWA).
• Issue verbal directions and apply negotiation, persuasion and motivation skills to a person refusing or failing to comply.
• Fostered strong relationships with key stakeholders, facilitating effective communication and driving successful project outcomes.
• Kept system documentation up to date and report weekly status to senior management.
• Ensured regulatory compliance by staying up-to-date on industry standards and implementing necessary changes within the organisation.
• Managed risk by proactively identifying potential threats and implementing mitigation strategies to safeguard the organisation''s interests.
• Resolved complex issues by applying critical thinking skills and leveraging subject matter expertise to make informed decisions quickly under pressure situations.

• Successfully implemented and managed the emergency response Call Centre to service passengers affected by COVID19 and through the grounding of Tigerair.

• Managed all aspects of passenger recovery and undertook education and enforcement in the event of flight disruption and cancellations, in line with standard operating procedures and compensation guidelines.

• Supporting the Operations Control Centre, Frontline Team and Offshore reservations Team with all decisions affecting the customer journey to ensure a seamless customer experience.

• Reviewed and resolved customer complaints and adhered to Australian Consumer Law foreseeable guidelines and consumer guarantees.

• Coordinated passengers, crew and duty travel bookings from flight reservations, accommodation and transportation.

• Ensured compliance with standard operating procedures, safety policies, security standards, and company values to meet all objectives.

• Responded to customer's feedback (review of compensation within empowerment guidelines), ensuring escalation protocols were followed, where required

• Processed refunds and hotel requests due to airline flight cancellations

• Manage all travel – including research, obtaining quotes and managing corporate, group and individual travel flight arrangements.
• Relationships with the corporate clients and providing excellent customer service in accordance with the client company travel policy.
• Confirmation – including transportation, accommodation, conferencing, dinners, tours, team-building and other event requirements.
• Excellent knowledge of Amadeus, Galileo, Sabre Tramada, Locomote, the Internet and Microsoft suite, including Microsoft word and Excel.
• Coordinated crisis management efforts during unexpected events or emergencies, minimizing disruption to client travel plans.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Provided excellent customer service to customers with a friendly, compassionate, and professional approach that upholds the Company's service standards, culture and Qantas Airlines as a market leader.
• Collaboration and team management engagement with Airport Management, Customer Service Officers, Cabin Crew and Baggage Handlers to deliver an efficient turnaround time required at Airports.
• Excellent knowledge of airline fare types, with the ability to carry out booking alterations and new booking procedures for Qantas using the Amadeus and Departure Control System.
• Representing the airline in a professional manner, supporting colleagues
  and delivering an exceptional experience for all customers.
• Empathetic, professional, and responsive to handling mishandled and disrupted passengers, including customer baggage queries.