Kerry Martin
Summary
As the first point of contact for customers flying with Virgin Australia and Qantas, my responsibilities include greeting passengers, assisting with check-in procedures, managing boarding processes, and addressing any enquiries or concerns they may have before departure.
My role is crucial in ensuring a smooth and pleasant experience for travelers as they embark on their journey. I am also responsible for overseeing the day to day flight operation at Gladstone Airport, ensuring safety, security and a smooth operation.
I act as a point of contact for various airport related events, whilst managing the day of operations and working to enhance the customer experience.
Overview
25
25
years of professional experience
Work History
Customer Service Agent/ Relief Duty Manager
Winkel Aviation
08.2023 - Current
- Responsibilities:
- Checking guests in and making sure all their documentation is correct.
- Rebooking flights and supporting customers through flight disruptions and cancellations.
- Ensuring all group bookings have been checked in and luggage correctly tagged.
- Ensure unaccompanied minors and guests with disabilities have an easy, enjoyable experience.
- Having a high level of awareness for any security incidents.
- Answering all customers queries re: cancellations, delays and gate changes.
- Ensuring all special needs customers are looked after in a safe and caring manner.
- Ensuring all guests disembark and embark the aircraft safely.
- Oversee the daily operation including flight schedules, ramp flow and passenger flow
- Ensure all operations adhere to safety regulations and addressing any potential hazards or incidents
- Resolve any customer issues whilst maintaining a positive passenger experience
- Ensure compliance with company policies and the Winkel Values
- Oversee the resources on the day with roster requirements to optimize airport operations
- Ensure the safety of colleagues and customers is adhered to at all times
- Mentoring and coaching frontline staff in any positive or negative situations that they may find themselves in
- Maintain communication between the airlines and stakeholders.
Guest Services Agent
Virgin Australia
08.2021 - 03.2023
- Responsibilities:
- First point of contact at Melbourne Airport for Guests arriving to check in and board an aircraft for their onward travels.
- Checking guests in and making sure all their documentation is correct.
- Rebooking flights and supporting them through flight disruptions and cancellations.
- Correctly tagging luggage for the correct flight.
- Ensuring all group bookings have been checked in and luggage correctly tagged.
- Ensure unaccompanied minors and guests with disabilities have an easy, enjoyable experience.
- Helping guests navigate their way around the airport.
- Having a high level of awareness for any security incidents.
- I was the Senior staff member at the boarding gate for the departing flight that I was assigned.
- Answering all customers queries re: cancellations, delays and gate changes.
- Ensuring all special needs customers are looked after in a safe and caring manner.
- Ensuring all guests disembark the aircraft safely.
- Ensuring airbridges always remains as a secure area.
- Setting up all documentation for departing aircraft.
- Check all guests have boarded the aircraft, ensure all safety and compliance documentation has been completed.
- Competent in Sabre check in procedure and boarding gate procedures.
- Completion of all relevant paperwork for departing aircraft
- Liase with AMCO on status of aircraft departure and communicate reasons for delays.
- I proceeded to be a downline trainer for incoming team members in the gate area at Melbourne airport. They were trained to a high standard to meet the needs of the operation.
Display Home Host
Homebuyers Centre
12.2020 - 08.2021
- Responsibilities:
- First point of contact for prospective clients as they arrive at the Display Home. Meet and Greet and answer general enquiries.
- Promote the Homebuyers Centre brand and products, helping to drive potential sales.
- Helping clients decide if this is the right home for them.
- Provide general assistance to the Sales Consultant as required.
- Record client details via our electronic database
- Maintain the appearance and general tidiness of the display home
- Update administrative tasks
- Compile marketing related materials.
Domestic Cleaner
Self-employed
10.2014 - 11.2020
- Providing reliable and high-quality cleaning services to a range of clients, committed to providing exceptional service and high-quality results.
- Responsibilities:
- Scheduling and booking all domestic appointments on a weekly, fortnightly and monthly basis
- Maintaining end-to-end administrative duties from calendar and diary management through to invoicing and accounts receivable
- First point of contact for any client queries and management
Travel Consultant
Hello World
01.2011 - 04.2013
- Acting as the face of the company for any enquiries, the key purpose of this role was to provide end-to-end customer service while ensuring an effortless customer experience by booking domestic and/or international travel experiences in line with the client's brief.
Travel Consultant
Thomas Cook UK
03.2008 - 02.2010
Flight Attendant
Thomas Cook Airlines
05.2000 - 04.2007
- Responsibilities:
- Pre Flight checks. Ensuring all safety equipment was in working order and that there were sufficient supplies.
- Safety demonstrations. Guiding passengers through safety procedures and emergency equipment usage.
- Responding to incidents such as medical emergencies and security concerns, providing first aid and assisting with potential evacuations.
- Maintaining security by ensuring passengers adhere to safety regulations and that flight deck remains secure.
- Providing refreshments and addressing any passengers needs/wants that they may have had.
- Documenting flight details and and safetyreporting and incidents that may have occured
- Coordinating with Flight crew and recieving and communicating any instructions that they may have before during and after the flight.
- Managing any disruptive passengers and ensuring a safe environment for everyone onboard the aircraft at all times.
Education
GCSE Level -
01.1992
Intermediate Excel Course - undefined
The Laurels
01.2020
Skills
- Meets and exceeds aircraft and turnaround times to depart in 35 minutes
- Ability to complete work independently and in a team environment
- Excellent communication, problem solving and decision making skills
- Demonstrated ability to anticipate change, possessing a flexible approach to work-related tasks
- Proven ability to work under pressure, prioritize workload and meet deadlines
- Ability to source information to meet organization and customer needs
- Ability to leverage interpersonal skills to establish rapport and develop relationships with customers and colleagues
- Ensuring the safety of all employees and customers is adhered to at all times
- High level of knowledge in aviation regulations, safety protocols and emergency management
- Ability to prioritise tasks, manage time effectively under tight schedules and often under irregular operations
- Ability to lead, motivate and guide a diverse team of airport staff, ensuring a positive and productive work environment
- Capacity to assess situations and quickly identify any issues that may arise and make confident decisions under pressure
- Possess a high attention to detail to ensure accuracy in operational procedures, safety checks and record keeping
- High knowledge of airport systems, including airside and landside operarations and communications systems
Timeline
Customer Service Agent/ Relief Duty Manager
Winkel Aviation
08.2023 - Current
Guest Services Agent
Virgin Australia
08.2021 - 03.2023
Display Home Host
Homebuyers Centre
12.2020 - 08.2021
Domestic Cleaner
Self-employed
10.2014 - 11.2020
Travel Consultant
Hello World
01.2011 - 04.2013
Travel Consultant
Thomas Cook UK
03.2008 - 02.2010
Flight Attendant
Thomas Cook Airlines
05.2000 - 04.2007
Intermediate Excel Course - undefined
The Laurels
GCSE Level -
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