Justin Lizotte
Sydney
Summary
Fluent in French, Italian, Dutch and Turkish Professional leader with more than 20 years of Airline, Logistics and Railways service experience in various roles, including Purser, Crew Controller, Team Leader, Station Duty Manager and Customer Information Officer Operations. In depth knowledge of government railway and airline rules and regulations. Capable of leading teams from multi- cultural backgrounds and ethnicities. Constantly delivering results above published company standard guidelines. Always exceeding customer service expectations.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Area Manager
Sydney Trains
11.2023 - Current
- Customer Area Manager Bondi Group.
- Motivate, encourage and inspire the development of a strong, effective, efficient, ethical and professional team with a clear focus on the delivery of planned outcomes and KPIs to regularly monitor performance using data.
- Promote and deliver increased community and customer engagement.
- Lead the operation and delivery of train services and customer service delivery on stations. Manage the assigned facilities, including the provision of security, staff presence in customer service delivery, cleaning and train and station presentation, and the provision of ‘remote’ security and information service using technology.
- Support service reliability with the provision of 24/7 supervision of station crew, station operation and services, including a 24/7 response capability for the timely recovery of customer service and provide employee support during disruptions and critical incidents.
- Responsible for controlling costs, review and improve business systems and processes and report as required on activities, performance, trends and issues to enable efficiency and increased commerciality, including patronage growth.
- Undertake the role of Authorised Person which includes directing employees and contractors to undergo drug and alcohol testing under the Rail Safety national law.
- Lead a culture of diversity and inclusion to represent the community and encourage broader views to develop innovative solutions.
- Work in accordance with the requirements of the Safety Management System (SMS) to nurture a generative safety culture that delivers positive safety outcomes for the organisation.
- Manage and implement attendance management programs to improve productivity and crew reliability.
- Meet regularly to discuss attendance requirements and staff expectations according to company policies.
- Performance management for Station Duty Managers, Customers Service Attendants and Cleaners.
- Stakeholder liaison officer and project management.
- Participate in recruitment campaigns and new hire inductions.
Customer Information Officer Network
Sydney Trains
09.2022 - 10.2023
- Support coordination of incident response and recovery during incidents and events on network in line with The Incident/Emergency Management Plan (IEMP).
- Collate information around incident identification, operational management and other service disruptions to support appropriate emergency response planning for Train Service Delivery Manager.
- Contribute to maintenance of records ensuring system performance availability and extended outage issues are appropriately escalated.
- Undertake follow-up actions for outstanding fault reports to ensure that corrective action is taken, fault rectified and report closed.
- Respond to and coordinate contract management enquiries and issues for appropriate resolution supporting operational requirements.
- Provide real time updates to public for accurate alternative travel solutions during disruptions, degraded mode.
- Coordinate and communicate real time updates with station representatives, bus marshals and local transport providers during planned and unplanned train disruptions.
- Liaise with vertical transport providers and station staff to ensure facilities infrastructure failures and technical issues are addressed and documented accordingly to minimize customer disruption and provide most up to date accurate transport planning in a timely manner.
- Record planned and unplanned trackwork announcements.
- Act as point of contact for onboard train staff communicating boarding / disembarkation of customers with special travel needs.
- Monitor live customer complaints and act accordingly escalating where required.
Duty Manager Stations
Sydney Trains, Safeworking
09.2021 - 09.2022
- Overall responsible for safety, security, customer service and management of day to day operations of railway station in various locations across Sydney Trains network, including, but not limited to Hornsby, Wynyard, Lidcombe, Bankstown, Chatswood, Gordon, St Leonards.
- Manage teams of up to 30 customer service agents, cleaners and team leaders.
- Liaise with contractors and vendors.
- Ensure visitors to station are thoroughly inducted and provided accurate emergency response information.
- Manage team member performance to increase productivity and attendance.
- Assist with rostering to cover shifts and overtime.
- Participate in evacuation drills with local emergency service authorities.
- Perform team briefings.
- Participate and assist in coordination of evacuation drills with local emergency service authorities and Station staff.
- Conduct team briefings regularly.
- Lead and inspire teams by coaching and mentoring.
- Promote inclusivity and encourage knowledge sharing to enhance customer experience.
Team Leader Customer Operations
Sydney Trains
05.2021 - 09.2021
- Manager of platform operations in large city stations.
- Ensure all policies and procedures are adhered to by all members of Customer Service Team.
- Ensure effective communication is maintained at all times by all stake holders operating on platform.
- Collaborate with vendors and contractors on site to ensure safety breaches are mitigated.
- Collaborate with vendors and contractors on site to ensure safety breaches are mitigated.
- Report incident and safety breaches using Safety Management System.
- Maintain on time running by identifying pain points in customer experience, manage crowd control, anticipate travel trends and create contingency plans with team to mitigate delays.
- Maintain high levels of effective communication at all times with team members.
Customer Service Team Lead Coordinator
efm Logistics
11.2020 - 03.2021
- Responsible for overseeing achievement of team objectives and deliverables which includes such things as reducing duration of open customer queries, timely daily reporting, improve average first response times and improvement of NPS.
- Extensive use of Salesforce.
- Manage individual performance and career development of direct reports.
- Increase employee retention rate.
- Adhere to strict deadlines and KPI's.
- Motivate teams of customer service professionals to provide exceptional service levels at all times to various stakeholders, both internal and external.
- Escalate cases which need urgent attention to ensure positive outcomes for customers.
Onboard Manager/ Team Leader
Etihad
04.2017 - 10.2020
- Managerial responsibilities/On board leader flying on Airbus 319,320,321, Airbus 330, 340, Boeing 777, A380.
- Short, medium and long haul flights; leading teams of up to 23 crew members from over 120 nationalities.
- Leading teams through onboard medical emergencies, ensuring procedures and policies are carried out to ensure optimal outcome of situation.
- Provide coaching and guidance to lead team to success.
- Managing and motivating crew performance to ensure effective decision making.
- Conduct ad-hoc on board assessments.
- Provide on spot constructive feedback regarding cabin crew performance.
- Ensure crew comply with regulatory procedures and policies.
- Complying with all relevant safety, health and security procedures, to maintain a safe work environment.
- Certified in aviation health, covering on board medical emergencies, trained in CPR, First Aid use of Tempus equipment.
Crew Controller / Rostering Officer
Etihad
05.2018 - 02.2019
- Confirming legality of proposed flights in regards to duty time and crew qualifications.
- Planning crew proficiency checks and organize training.
- Scheduling crew to EU-OPS or equivalent.
- Proficient in use of AIMS. (Airline Information Management System).
- Monitoring crew duty plans for all aircraft.
- Maintaining crew records and operational information, including records of post flight data.
- Monitoring planned and real time flight schedules.
- Ensuring that airline’s travel policy is cost effective.
- Coordinating between operations department and crew ensuring safe flight.
- Making travel arrangements for crew including hotel accommodation.
- Checking that crew visas and passports are valid for upcoming trips.
- Supervising crewing coordinators.
- Liaising with airport crew briefing officers on site at airport.
- Liaise with state departments of foreign countries for legal compliance of entry.
- Ensuring crew maintain training re qualifications in line with aviation authorities.
- Providing telephone assistance to crew and airport officials throughout world regarding travel arrangements and crew rostering.
Cabin Manager/ Onboard Leader
Delta Air Lines
03.2006 - 11.2015
- Member and participant of Delta Airlines Emergency Response Team.
- Flying long haul, international and domestic multiple day trips as Cabin Manager.
- Manage and lead crews of up to 14 members on multiple aircraft types, including B747, B777, A330, B767, B757, B737, A320/319, MD88/90 and B717.
- Conduct briefings between Captains, pilots and on board teams to reinforce expectations of onboard safety, security service and customer satisfaction Key Performance Indicators.
- Crew Member document verification. Attestation.
- Provide language translations and interpret for crew members and passengers.
- Resolve crew conflict through Crew Resource Management.
- On job and post flight personal development for crew members requiring coaching; Conduct grooming checks and Performance reviews.
- Adhere to and advocate published company service guidelines.
- Input data and compile incident, Health and Safety reports.
- Attend recurrent training for first aid, CPR and medical training to maintain annual flying qualifications;
- Brand Ambassador: Representing Airline at marketing events, dinners, galas and festivals to promote Delta brand.
- Cabin Crew Recruitment team: Assist in recruitment of new hire cabin crew.
- Maintain annual Fire and smoke training qualifications, Hazardous goods, First Aid, Defibrillator, CPR.
Airport Customer Service Agent
Delta Air Lines
09.2005 - 03.2006
- Ensure smooth check in and departure procedure for all passengers.
- Verification of passenger manifests.
- Customer service at gate, check in, boarding and baggage claim.
- Maintain On Time Performance.
- Manage customer enquires and provide support where required.
- Issuing tickets, creating reservations, promoting airline loyalty program.
- Baggage services duties for lost and found.
- Liaise with Transportation Security Administration and security personal for safety of airline and passengers.
- Reservation and ticket sales.
Sales Consultant
Delta Air Lines
03.2002 - 09.2005
- Sales consultant for French, Dutch and Italian flight reservations.
- Sales support for travel agencies throughout France, Belgium, The Netherlands and Luxembourg.
- Outbound sales calls in person to high value agencies to promote airline products.
- Compile sales data using excel.
- Attend sales conferences and trade shows throughout Europe.
- Work directly with local marketing teams.
- Skymiles reservations and transactions.
- Attain sales targets by creating promotional fares to stimulate business.
- Monitor KPI's and collaborate with team to improve on scores.
Education
No Degree - Turkish Language
Dilmer Turkish Language Institute
IstanbulBachelor of Arts - French Language and Literature
University of London
United Kingdom2005
Burgerschool Belgium
Belgium1998
Liceo Scientifico
Italy1997
High School - Drama and Dramatics/Theatre Arts, General
Wollongong High School of The Performing Arts
Wollongong, NSW1996
Skills
- Leadership
- Management
- Communication
- Organization
- Time Management
- Adaptability
- Collaboration
- Teamwork
- Emotional Intelligence
- Active Listening
- Critical Thinking
Certification
- Operations Management
- Salesforce.com
- Airline Information Management System
- Deltamatic Sales and Ticketing
- Travel Management
- Fidelio Hotel Reservations
- ATRICS train signal system
- Signaller Safeworking
Languages
Dutch
Native or Bilingual
French
Native or Bilingual
Italian
Native or Bilingual
Turkish
Native or Bilingual
Timeline
Customer Area Manager
Sydney Trains
11.2023 - Current
Customer Information Officer Network
Sydney Trains
09.2022 - 10.2023
Duty Manager Stations
Sydney Trains, Safeworking
09.2021 - 09.2022
Team Leader Customer Operations
Sydney Trains
05.2021 - 09.2021
Customer Service Team Lead Coordinator
efm Logistics
11.2020 - 03.2021
Crew Controller / Rostering Officer
Etihad
05.2018 - 02.2019
Onboard Manager/ Team Leader
Etihad
04.2017 - 10.2020
Cabin Manager/ Onboard Leader
Delta Air Lines
03.2006 - 11.2015
Airport Customer Service Agent
Delta Air Lines
09.2005 - 03.2006
Sales Consultant
Delta Air Lines
03.2002 - 09.2005
No Degree - Turkish Language
Dilmer Turkish Language Institute
Bachelor of Arts - French Language and Literature
University of London
Burgerschool Belgium
Liceo Scientifico
High School - Drama and Dramatics/Theatre Arts, General
Wollongong High School of The Performing Arts
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