Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Joanna Bartlett

Oran Park

Summary

A highly organised and self-motivated individual with over five years of experience in the aviation industry, dedicated to enhancing a seamless operation with a strong customer focus. I strive and aim for a smooth operation, assisting staff members and customers to minimize stress and issues for both our team and passengers. Working proactively to seek continuous process improvements while maintaining and building stakeholder relationships. I am flexible in my approach while maintaining composure with a dedicated commitment in leading a team in a challenging and fast-paced ever changing environment. I enjoy continuously building on my current skill set through new experiences, learning and enhancing my knowledge. I am a strong team player and communicator and would like the opportunity to grow my current
experience as a manager.

Overview

5
5
years of professional experience

Work History

Customer Service Duty Manager

Swissport International
02.2021 - Current

● Managing day of operations within Swissport’s Air New Zealand Customer Service contract.
● Leading a customer centric workforce of up to 70 direct reports including Supervisors, Trainers, Flight
Controllers, and Customer Service staff.
● Maintaining stakeholder relationship between Swissport and Air New Zealand Sydney management while upholding a consistently exceptional; service delivery standard.
● Leading performance strategies and reviews for staff, including internal investigations.
● Responsible for delay investigations, on-time performance and any required corrective actions.
● Development and implementation of standard operating procedures.
● Review resourcing and ensure operation is correctly staffed as per service level agreement.
● Creating day of operation movements.
● Conducting daily audits on the customer service team to examine if client and company policies and
procedures are being followed

Customer Service Supervisor - Air New Zealand

Swissport International
07.2020 - Current
  • ● Leading a team and ensuring all check-in processes and procedures were followed.
    ● Performing ticketing functions and ensuring issues are dealt with in a timely manner.
    ● Attending to disrupted passengers and accommodating them appropriately ensuring customer satisfaction is maintained.
    ● Allocating roles and tasks to Customer Service Agents.
    ● Ensuring staff are present at their designated tasks and locations promptly.
    ● Working collaboratively as a team in order to reach OTP (on time performance) as a whole customer service team.
    ● Liaising with airline representatives and other stakeholders in times of arising situations.
    ● Adapting to unforeseen circumstances and ensuring the team is briefed and working effectively to handle
    situations.
    ● Continuously monitoring immigration, passport and visa checks.
    ● Coaching and mentoring Check-In staff to ensure they are reaching personal goals and performance targets.
    ● Collaborating with the leadership team to continuously establish a stronger and improving Customer Service operation.
    ● Organising assistance for passengers with special service requests.

Customer Service Agent - Air New Zealand

Swissport International
11.2018 - Current
  • Assisted large volume of customers every day with a positive attitude focusing on the Air New Zealand Values & Characteristics
  • Helped Run Daily Operations, whilst resolving any issues along the way, even during the most stressful times in the operation
  • Assisted In Disrupts and Cancellations


Education

High School Diploma -

Thomas Reddall High School
Ambarvale, NSW
12.2004

Skills

  • Carina Experience
  • Check In Agent
  • Ticketing Agent
  • Gate Lead
  • Turn Around Co-ordinator
  • Flight Controller
  • Transit Check In
  • Training / Assisting Staff
  • Ability to Change Direction of Day Depending on Daily Issues and Tasks

References

Rhonda Gharzeddine

Swissport Customer Service Duty Manager

0420 702 000


Rafik Helou

Air New Zealand Airport Operations Manager

0475 810 591




Timeline

Customer Service Duty Manager

Swissport International
02.2021 - Current

Customer Service Supervisor - Air New Zealand

Swissport International
07.2020 - Current

Customer Service Agent - Air New Zealand

Swissport International
11.2018 - Current

High School Diploma -

Thomas Reddall High School
Joanna Bartlett