Jeffrey Lau
Airport Services Officier
Chermside
Summary
Former UQ student and experienced international graduate who has studied both in Hong Kong and Australia, offering first-hand understanding of the needs and challenges faced by local and international students alike. Over two years coordinating large-scale airline operations at Brisbane International Airport. Proven ability to deliver high-quality client service, manage competing priorities, and liaise with diverse stakeholders (airport authority, Australian Border Force, ground handling agents, and partner airlines). Strong administrative accuracy, cross-cultural communication, and process improvement mindset; eager to apply these strengths to student and academic administration at UQ.
Overview
2
2
years of professional experience
3
3
Languages
Work History
Airport Services Officer
China Southern Airlines
07.2024 - Current
- Oversee daily flight operations for 300+ passengers, coordinating check‑in, boarding and baggage processes to ensure safety and on‑time departures.
- Liaise with Brisbane Airport Corporation, Australian Border Force, dnata Ground Handling and partner airlines to resolve service issues and facilitate VIP, transit and special‑assistance passengers.
- Adapt procedures and coordinate teams during airport renovations and abrupt disruptions (baggage‑belt outages, nationwide check‑in system failures, tropical cyclones) to maintain operational continuity.
- Manage service recovery and complaint resolution; maintain professional communication, accurate documentation and timely escalations.
- Prepare daily reports on passenger movements, incidents and service metrics; identify opportunities to streamline workflows and strengthen compliance.
Ground Operations Associate (Contract Via Motivus
China Southern Airlines
11.2023 - 06.2024
- Assisted in the efficient management of ground operations, ensuring timely arrivals and departures for all flights.
- Supported front‑of‑house check‑in and boarding operations during peak travel periods; applied SOPs and safety requirements.
- Collaborated with supervisors, pilots and airport personnel to meet turnaround time targets and maintain service standards.
- Provided first‑contact resolution for common enquiries and directed complex cases appropriately.
Legal Secretary
J. W. Lawyers
07.2023 - 08.2023
- Processed client transactions in Xero and Smokeball; maintained trust and general accounts and performed property searches via TriSearch.
- Acted as first point of contact for clients, triaging email/phone enquiries and coordinating with responsible solicitors.
- Managed matter diaries, document filing, and deadline tracking to ensure accurate records and compliance.
Education
Master of Animal Science - Wildlife Biology
04.2001 -
Bachelor of Arts - Linguistics
04.2001 -
Skills
Client Service Stakeholder Liaison Cross‑Cultural Communication
Timeline
Airport Services Officer - China Southern Airlines
07.2024 - Current
Ground Operations Associate (Contract Via Motivus - China Southern Airlines
11.2023 - 06.2024
Legal Secretary - J. W. Lawyers
07.2023 - 08.2023
University of Queensland - Master of Animal Science, Wildlife Biology
04.2001 -
The University of Hong Kong - Bachelor of Arts, Linguistics
04.2001 -