Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

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

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Kirstin Marsh