Kristen Santa Maria
Sydney,NSW
Summary
A dynamic professional who is Highly motivated and efficient when working both autonomously and collaboratively. Providing over 16 years of experience, with 6 of those years being in world class aviation. A focus on managing and driving the guest experience to uniquely tailored levels. Possess the ability to function competently in multicultural environment, with warmth and respect whilst consistently upholding service standards through knowledge and commitment.
Overview
19
19
years of professional experience
Work History
Funeral Director's Assistant
InvoCare - White Lady
07.2023 - Current
- Hearse Driver prepares the hearse for service by cleaning and organizing the final arrangements to be taken.
- Checking credentials and identification with my conductor.
- Loading and securing the coffin/ casket and transporting to the service and final resting place.
- Responsible for flowers to hearses or limousines for transportation to places of interment/Chapels/wakes
- Displayed the highest level of professionalism and sensitivity when dealing with grieving family members.
- Pallbearer and burial process.
- Transfers-Picking up loved ones from hospitals, Coroner's, nursing homes , private house calls.
Cabin Crew
Etihad Airways
11.2014 - 09.2019
- Perform services to ensure customer safety and comfort
- Providing high standard of customer and proudly promoting Etihad 5 star brand
- Customer complaint resolution onboard and offering service recovery accordingly
- Reporting to senior management on any onboard safety or service related issues
- Promoted to First and Business Class in January, 2017 for excellence in performance
- Trained in wine tasting
- Experienced in offering suggestions on balanced food and beverage pairings, including selections from Etihad Airways award-winning Sky Cellar
- Trained in emergency procedures across Etihad’s fleet of Airbus (A319, 320, 321, 330, 380) and Boeing (B777, 787) aircraft
- Trained and certified in first aid procedures: first responder in medical situations, certified to use automate external defibrillator
Customer Service Manager – After Market Department
Sutton Motors
08.2011 - 09.2014
- Overseas aftermarket service unit to ensure compliance with quality standards
- Contact clients to ensure vehicle standards are maintained to repair and warranty compliance
- Regular meetings with dealer principle to discuss monthly target and achieving KPI
- Marketing the sales of aftermarket accessories and products to a majority of clients on a daily basis
- Active in conducting price negotiations with clients to reach a positive outcome for both client and management
- Liaise with the sales of pre delivery for customer pickup
- Oversee the procurement of vehicle parts, automotive equipment and various other items essential in an auto service department
Hotel Assistant Manager
Australian Leisure Hospitality
05.2005 - 07.2011
- Supervision of front desk related activities to ensure efficient working and workflow
- Supervision of Hotel Supervisor to ensure regulation and compliance of state licensing compliance and workplace health and safety requirements were complaint
- Data analysis and preparation for regular area meetings, as per department
- Monitored employee performance, completed appraisals and organised required employee training in accordance with company policies and procedures
- Conducted workplace training for compliance in adhering to hotel policies and procedures
- Coordinated and collated payroll information in conjunction with Hotel Licensee
- Conducted and maintained inventory supplies data, collated procedural forms for front desk
Cabin Crew
Qatar Airways
03.2009 - 01.2010
- Reporting to senior management of any onboard safety or service related issues
- Customer complaint resolution onboard, offering service recovery accordingly
- Maintain service standards to ensure customer safety and comfort
- Trained in wine tasting
- Experienced in offering suggestions on balanced food and beverage pairings, including selections from Qatar Airways award-winning Sky Cellar
- Proficient in emergency procedures across Qatar fleet of Airbus (A319, 320, 321, 330, and 340) and Boeing (B777) aircraft
- Trained, certified and proficient in first aid procedures: first responder in medical situations
Education
High School Diploma -
Mary MacKillop College
Wakeley, NSW11.2000
Skills
- Leadership/Management
- Coaching/Mentoring
- Customer relations management
- Safety advocate
- Highly organised and efficient
- Meticulous attention to detail
- Working autonomously
- Working collaboratively
- Professional
- Comfortable in multicultural environments
- Effective communication
- Compassionate communication
References
- Mahmoud Gouda, Etihad Safety and Security Trainer, +971509031466, metwallym@wizzair.com
- Jason Carroll, Senior General Manager, Sutton Motors, 0418274768, Jason.carroll1428@gmail.com
- Sherry Midgley, Operations Manager Invocare Lidcombe 0408099472, sherry.midgley@invocare.com.au
Timeline
Funeral Director's Assistant
InvoCare - White Lady
07.2023 - Current
Cabin Crew
Etihad Airways
11.2014 - 09.2019
Customer Service Manager – After Market Department
Sutton Motors
08.2011 - 09.2014
Cabin Crew
Qatar Airways
03.2009 - 01.2010
Hotel Assistant Manager
Australian Leisure Hospitality
05.2005 - 07.2011
High School Diploma -
Mary MacKillop College
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