Katherine Frazer
SYDNEY,NSW
Summary
Dynamic customer service supervisor with extensive experience in managing teams and enhancing customer experiences. Proven ability to resolve complex issues and implement effective service recovery strategies, ensuring high levels of customer satisfaction and loyalty.
Overview
28
28
years of professional experience
Work History
Customer Service supervisor (level 8)
QANTAS AIRLINES
06.2025 - Current
- Manage and coordinate arrivals and departures
- Leading teams in multiple areas of the airport
- Resolved demanding situations to enhance customer experience
- Implemented service recovery strategies for customer satisfaction
- Expressed empathy and understanding in customer interactions
- Liaising with Movement control and Customer Journey
- Monitor inbound and outbound flights – flight delay prevention
- Conducted coaching sessions to develop team skills and performance
- Building relationships with stakeholders
- Supporting staff in all areas of the airport
- Accessed StormX system for operational insights
- Dealing with multiple flight delays and cancellations
- Keep reports up to date
- Operating aerobridges
First Class Host (level 6)
QANTAS AIRLINES
10.2010 - Current
- Manage first and business class international lounges
- Welcomed and assisted VIP customers to ensure exceptional service experience
- Liaise with customs and security for VIP customers
- Handling complex situations with discretion and maturity
- Collaborated with various employee levels to facilitate smooth operations
- Managed multiple project deadlines effectively
- Managed client airline billing processes to maintain accurate accounts
- Compiled detailed reports on operational performance
- Keep up to date with CM system and fare classes
- Adhering to Qantas policies and procedures
- Assigned work schedules to team members
Support Worker
Dignity
08.2021 - 03.2023
- Support and aid people who are affected by homelessness.
- Assisted individuals with applications for private rentals and necessary documentation, facilitating access to housing.
- Help people and families find suitable accommodation.
- Completed intake forms and managed administrative tasks to streamline client onboarding and support services.
- Ensure that adequate food and care packs are provided.
- Ensured cleanliness of properties by providing fresh linen and maintaining kitchens and bathrooms, enhancing living conditions for residents.
- Updated database and maintained accurate records to ensure information was accessible.
Customer service and check-in agent (level 3)
QANTAS AIRLINES
08.2007 - 10.2010
- Resolved issues for disgruntled passengers, improving overall travel satisfaction.
- Managed baggage queries, ensuring timely resolution and customer reassurance.
- Processed upgrade requests, facilitating smoother transitions for passengers.
- Check in passengers for their flight
- Coordinated with other departments and managers
Various positions in customer service, administration, veterinary nurse and bartending
11.1998 - 08.2007
- Banking and cash handling
- Restocking shelves
- Answering phones
- Maintained organized filing system to facilitate quick access to documents.
- Aiding with surgery procedures
- Created and managed staff schedules to ensure optimal coverage during shifts.
- Document creation
- Compiled and submitted weekly performance reports to track team progress.
- Processed payouts for poker machine winnings to customers.
- Developed understanding of various cocktails and their ingredients.
Education
Year 10 Certificate -
Certificate 3 in Tourism - International retail sales
Diploma in Cosmetics -
Cert 2 Retail Traineeship -
First aid certificate -
Dangerous goods awareness -
Qantas CM course - tickets and reservations
RSA & RCG -
Armed robbery safety awareness -
Skills
- Impeccable grooming
- Customer service
- Communication skills
- Problem solving
- Policy and procedure learning
Timeline
Customer Service supervisor (level 8)
QANTAS AIRLINES
06.2025 - Current
Support Worker
Dignity
08.2021 - 03.2023
First Class Host (level 6)
QANTAS AIRLINES
10.2010 - Current
Customer service and check-in agent (level 3)
QANTAS AIRLINES
08.2007 - 10.2010
Various positions in customer service, administration, veterinary nurse and bartending
11.1998 - 08.2007