Jessica Stuart
CANBERRA,ACT
Summary
Aviation and hospitality professional skilled in time-critical decision-making and customer service recovery. Experienced in coordinating complex operations, ensuring safety, and delivering exceptional care for passengers with diverse needs. Committed to fostering a welcoming atmosphere while maintaining high standards of operational excellence.
Overview
9
9
years of professional experience
Work History
Passenger Services (Ground Handling)
Swissport
Canberra
06.2024 - Current
- Supporting domestic and international airline operations with a strong focus on safety, customer experience, and time-critical coordination.
- Delivered frontline service for Virgin Australia and Fiji Airways, ensuring positive passenger experiences
- Served as Gate Leader, managing announcements, boarding order and on-time performance for up to 180 passengers
- Liaised with security, airline operations, and ramp teams to facilitate safe and timely aircraft turnaround
- Operated multiple airline check-in and departure control systems
- Managed customer escalations with empathy and sound judgement, ensuring safety and resolution of concerns
- Assisted passengers with reduced mobility, transfers and special service requirements
- Applied aviation protocols including visa requirements, UMNR handling and security procedures
- Completed manifests, flight documentation and operational reporting
Customer Service Attendant
Raiders Club
Gungahlin
08.2020 - 09.2025
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled escalated customer issues with diplomacy, achieving satisfactory resolutions and strengthening long-term client relationships.
- Point of contact for patrons requiring gambling support
- Supported high-volume guest operations in a fast-paced, safety-controlled venue
- Delivered front-of-house, bar, café and gaming services
- Managed opening/closing procedures and overseeing daily operations of the venue compliance as Duty Manager
- Conducted cash handling procedures and prepared accurate financial reports to ensure transparency and accountability.
- Mentored and supported junior staff in applying best practices and procedures, fostering a culture of excellence and compliance.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
- Ensure venue is safe, and compliant with legislative requirements
Team Leader
Hungry Jack's
Gungahlin
11.2017 - 06.2021
- Trained staff to uphold customer service standards, enhancing overall customer satisfaction
- Managed customer complaints professionally, resolving issues to maintain customer loyalty
- Maintained safety, hygiene and fast-service benchmarks to ensure compliance and customer trust
- Led front counter and drive-thru operations
Education
Year 12 Certificate -
Gungahlin College
01-2019
Year 10 Certificate -
Amaroo School
01-2017
Skills
- Airline Check-in & Boarding Operations
- Multi-System Check-in Experience
- Safety, Security & Compliance Focus
- Passenger Care & Service Recovery
- Time-Critical Operational Decision-Making
- Problem Solving & Conflict Resolution
- Multitasking in Fast-Paced Settings
- Partner relationship management
- Communication & Interpersonal Skills
Timeline
Passenger Services (Ground Handling)
Swissport
06.2024 - Current
Customer Service Attendant
Raiders Club
08.2020 - 09.2025
Team Leader
Hungry Jack's
11.2017 - 06.2021
Year 12 Certificate -
Gungahlin College
Year 10 Certificate -
Amaroo School