Jordan Sutherland
Mackay
Summary
Guest Service Supervisor with over 6 years of experience in the aviation sector, adapt at leading teams and enhancing operational efficiency. Skilled in managing complex schedules, ensuring confidentiality, and fostering effective communication among stakeholders. Demonstrates a detail-focused approach to swiftly resolving inquiries, with a proven track record of maintaining compliance and training staff on procedural updates.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Known to be able to work effectively in fast-paced and stressful environments and adaptable to last-minute changes. Thrives under pressure and consistently achieving high standards of work in my role.
Overview
11
11
years of professional experience
2017
2017
years of post-secondary education
1
1
Certification
Work History
Guest Service Supervisor
Oceania Groundforce
Mackay
03.2025 - Current
- Lead team in optimizing guest service operations, enhancing efficiency and satisfaction.
- Streamlined scheduling and reporting, ensuring seamless daily operations and accurate documentation.
- Effectively managed guest inquiries, maintaining confidentiality and fostering trust.
- Facilitated communication across departments, ensuring timely resolution of issues.
- Implemented safety protocols, contributing to a secure and compliant workplace.
Customer Service Supervisor
Swissport - Qantas, Jetstar, Virgin Australia, Alliance
Mackay Airport
07.2019 - 02.2025
- Led team to prioritize tasks, boosting efficiency and meeting deadlines consistently.
- Scheduled and managed rosters, ensuring smooth operations and accurate reporting.
- Handled passenger inquiries discreetly, maintaining confidentiality and trust.
- Facilitated communication between stakeholders, improving response time and service quality.
- Trained staff on procedure updates, fostering a knowledgeable and adaptable team.
- Streamlined scheduling processes, leading to improved shift coverage and reduced overtime costs while maintaining optimal service levels.
Stand in Manager
Swissport
Mackay
04.2024 - 12.2024
- Managed staff scheduling and payroll, ensuring seamless operations and timely payments.
- Facilitated daily meetings with stakeholders, fostering strong client relationships and collaboration.
- Addressed and resolved airline and staff inquiries, enhancing communication and service efficiency.
- Monitored safety and compliance, delivering comprehensive reports to uphold industry standards.
- Led the interview process, onboarding new staff to support team growth and operational success.
- Fostered strong relationships with airline clients through effective communication, enhancing collaboration and trust in service delivery.
- Streamlined rostering and timesheet processes, improving operational efficiency and reducing administrative errors.
- Implemented rigorous safety compliance checks, ensuring adherence to industry regulations and fostering a culture of safety.
- Coordinated daily meetings with airline representatives to address concerns, facilitating timely resolutions and reinforcing partnerships.
- Executed thorough end-of-month reporting for safety and compliance, maintaining accuracy and accountability in operational metrics.
Customer Service Officer
Swissport - Qantas, Jetstar, Virgin Australia, Alliance
Mackay Airport
02.2019 - 07.2019
- Provided customer support and check-in services, ensuring seamless passenger experiences.
- Resolved customer inquiries efficiently, maintaining confidentiality and professionalism.
- Facilitated boarding processes and managed radio communications for operational efficiency.
Retail Shop Assistant
Super Cheap Auto
North Mackay
07.2018 - 02.2019
- Performed cash handling, administration, and store opening/closing duties.
- Assisted customers, processed transactions, and maintained stock records.
- Supported team operations and compliance with workplace procedures.
Sports Centre Attendant
Mackay Indoor Sports Arena
Mackay Harbour
04.2016 - 02.2019
- Delivered customer service, supervised sporting activities, and managed cash handling.
- Maintained centre operations including setup, lockup, and compliance with procedures.
Retail Shop Assistant
The Laboratory
South Mackay
04.2016 - 06.2018
- Trained and supervised staff, managed cash handling, and maintained store operations.
- Provided customer service and ensured compliance with workplace standards.
Retail Shop Assistant
Wendy's
Mackay
01.2015 - 04.2016
- Delivered customer service and handled daily administration duties.
- Performed opening/closing procedures and cash reconciliation.
Education
Mackay North State High School
Mackay, QLDSkills
- Appointment scheduling
- Confidentiality compliance
- Record management
- Microsoft Office, Excel, Outlook
- Google Suite
- Communication
- Stakeholder liaison
- Problem solving
- Team collaboration
- Time management
Certification
- Responsible Service of Alcohol (RSA)
- Responsible Service of Gambling (RSG)
- Dangerous Goods Certificate (2021)
- Familiar with WHS, EEO, and anti-discrimination compliance
References
- Latoya Flenady, Qantas Supervisor/Manager, 0400 520 078
- Lanu Fiti Lene, Virgin Australia Team Leader, 0421 164 031
- Brad Carruthers, Mackay Airport Terminal Operations Manager, 0434 424 820
Timeline
Guest Service Supervisor
Oceania Groundforce
03.2025 - Current
Stand in Manager
Swissport
04.2024 - 12.2024
Customer Service Supervisor
Swissport - Qantas, Jetstar, Virgin Australia, Alliance
07.2019 - 02.2025
Customer Service Officer
Swissport - Qantas, Jetstar, Virgin Australia, Alliance
02.2019 - 07.2019
Retail Shop Assistant
Super Cheap Auto
07.2018 - 02.2019
Sports Centre Attendant
Mackay Indoor Sports Arena
04.2016 - 02.2019
Retail Shop Assistant
The Laboratory
04.2016 - 06.2018
Retail Shop Assistant
Wendy's
01.2015 - 04.2016
Mackay North State High School