Kirstin Marsh
Ormiston
Summary
Dynamic and highly organised Executive Assistant and Engagement Manager with over 15 years’ experience across executive support, client engagement, and customer service in fast-paced, complex environments. Adept at managing senior executives’ schedules, fostering strong client relationships, and delivering exceptional participant and customer experiences. Known for strong emotional intelligence, discretion, and the ability to thrive under pressure while ensuring smooth operations and stakeholder satisfaction.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Engagement Manager & Executive Assistant
SDA Services Pty Ltd
03.2021 - Current
- Partner with the Founder/Principal Consultant to maximise executive time, oversee schedules, and manage all correspondence with internal and external stakeholders.
- Primary point of contact for NDIS participants, managing sensitive and complex cases with empathy and discretion.
- Coordinate service agreements, liaise with NDIA/government agencies, and ensure contract terms are met.
- Organise executive meetings, set agendas, record minutes, and follow up on action items.
- Manage multiple email accounts, prepare presentations, and compile market research.
- Lead participant engagement, ensuring positive experiences and long-term satisfaction.
- Organise national SDA conferences and foster strong partnerships with external providers.
Guest Services Coordinator, Supervisor, Line Trainer & Disrupt Coordinator
Virgin Australia
01.2012 - 01.2020
- Led daily guest service operations at Brisbane Domestic Airport, coaching and mentoring team members to deliver outstanding customer experiences.
- Managed disruption events, arranging guest transport and accommodation, and resolving issues under pressure.
- Oversaw check-in, boarding, and transfers, ensuring on-time performance and adherence to safety standards.
- Coordinated training and development for new and existing team members.
- Acted as primary liaison with internal and external stakeholders, upholding Virgin Australia’s brand reputation.
Travel Consultant
Flight Centre Travel Group NSW
10.2010 - 05.2012
- Provided tailored travel solutions for individuals and businesses, liaising with airlines, hotels, and suppliers globally.
- Delivered expert advice on visas, insurance, currency, and destination requirements.
- Promoted travel packages and maintained up-to-date knowledge of industry offerings.
- Trained new staff on products, booking systems, and sales techniques.
Long Haul Cabin Crew
Qantas Airways
03.2008 - 10.2010
- Delivered exceptional customer service and ensured passenger safety across international routes.
- Trained in emergency procedures, first aid, and customer care for diverse passenger needs.
- Adapted quickly to changing circumstances while maintaining professionalism and safety.
Education
High School Diploma -
Redlands College
12-1998
Skills
- Executive support & calendar management
- Stakeholder engagement & relationship building
- NDIS participant coordination & service delivery
- Contract management & compliance
- Project coordination & reporting
- Microsoft Office Suite
- Travel & event management
- Strong written & verbal communication
- Staff training & team leadership
Accomplishments
- Successfully streamlined executive scheduling processes, improving efficiency and responsiveness.
- Built and maintained strong relationships with participants and providers, contributing to positive client outcomes.
- Recognised as a positive and dynamic role model, strengthening team culture and service delivery.
- Consistently exceeded customer satisfaction and operational performance targets.
Certification
- Current Disability Worker Screening (Blue & Yellow Cards)
- Extensive Aviation Safety & Compliance Training
- Ongoing Professional Development in NDIS/SDA services
Timeline
Engagement Manager & Executive Assistant
SDA Services Pty Ltd
03.2021 - Current
Guest Services Coordinator, Supervisor, Line Trainer & Disrupt Coordinator
Virgin Australia
01.2012 - 01.2020
Travel Consultant
Flight Centre Travel Group NSW
10.2010 - 05.2012
Long Haul Cabin Crew
Qantas Airways
03.2008 - 10.2010
High School Diploma -
Redlands College