Jennifer Khan

-Overlooking x3 Terminal Operations at the Sydney Kingsford Smith International Airport, Domestic Terminal & QANTAS Terminal Precincts.

-Liaising & undergoing meetings with stakeholders e.g: Australian Federal Police, Australian Border Force, Certis Security, Biosecurity & Airlines

-First Response for Medicals & Emergencies within the Precinct

-Representing Sydney Airport with V.I.P Escorts

-Conducting Aerobridge, First Aid Kit & Defibrillator Audits

-Assisting Airport Precinct Duty Managers

-Assisting with Post-Covid Aviation Recovery

-Completing reports & emails as required

• Located and monitored overdue accounts using billing system to begin collections process.
• Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
• Notified customers of delinquent accounts with attempt to collect outstanding amounts.
• Negotiated credit extensions to assist customers in paying overdue accounts.
• Recorded information about customers' financial status and collections status efforts.
• Processed payments over phone and set up recurring drafts.
• Received payment and posted to appropriate customer accounts.
• Recorded and updated customer personal accounts with accurate contact information.
• Arranged for debt repayment and established repayment schedule based on customer finances.
• Met demands of busy collections group by performing high volume of daily calls.

• Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
• Printed itineraries and tickets for passengers each day.
• Acquired detailed knowledge of services, promotions and events to offer added value to travellers.
• Provided clients with assistance in preparing required travel documents and forms.
• Completed order transactions and generated travel documentation and detailed itineraries.

• Guided team members on how to respond effectively to different scenarios.
• Maintained positive environment dedicated to teamwork and performance.
• Developed procedures for emergency response and crisis management, physical security, information protection, incident management and investigation units.
• Detained unauthorized individuals and escorted off-premises.
• Communicated and enforced compliance with state and local laws while emphasizing company standards of professionalism and safety.
• Supervised property entrances and exits and monitored employee safety.
• Customer Service
• Organised Staff Meal Breaks & Shift
• Monitored & Patrolled Sheraton Hyde Park & Sheraton Four Points for security issues.
• 12 Hour Overnight Shifts- 4-5 Days a week due to COVID-19

• Utilized metal detectors, wands and X-ray screening machines to perform thorough check of individuals, belongings and cargo.
• Completed routine and incident-related documentation.
• Monitored and conducted passenger screening.
• Patrolled Screening Point & Terminal to protect facilities and travelers.
• Upheld strong customer service standards while completing screenings.
• Used x-ray scanners to check luggage and carry-on items for unauthorized materials.
• Protected vessels, passengers and crew by testing items and individuals for explosive material residue.
• Worked with local and federal law enforcement agents to apprehend suspicious individuals.
• Guarded restricted areas to prevent unauthorized entry.
• Searched individuals and baggage for weapons and other prohibited items.
• Attended ongoing education in Air-Side Screening.

• Managed high-volume of inbound and outbound customer calls.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Investigated and solved routine and complex customer issues to earn repeat business.
• Pursued networking opportunities to advance client relations skills and enhance customer satisfaction.
• Reviewed files, records and other obtained documents to respond to customer requests.
• Returned customer calls in established turnaround time to meet company objectives.
• Helped clients navigate online systems within established frameworks to obtain services.
• Set up and activated customer accounts.
• Liaised cross-functionally to develop operational improvement initiatives.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

• Managed and activated customer accounts.
• Consulted with customers to resolve service and billing issues.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Organized client contracts, records and reports to strengthen traceability.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• Upheld quality control policies and procedures to increase customer satisfaction.

• Worked with external representatives to address customer needs.
• Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
• Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
• Escalated customer satisfaction ratings by offering valuable insights to customers' needs and expectations.
• Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.
• Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.