Summary
Overview
Work History
Skills
Accomplishments
Timeline
Generic

Leanne Oakley

Northgate,QLD

Summary

With a proven track record at Menzies Aviation, I excel in operations management and team leadership, enhancing customer satisfaction and operational efficiency. My expertise includes problem-solving, staff management, and maintaining compliance, leading to significant performance improvements. I'm adept at fostering customer relationships and driving quality assurance controls, achieving notable achievements.

Overview

49
49
years of professional experience

Work History

Passenger Services Operations Manager

Menzies Aviation
10.2017 - Current
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and maintained relationships with external vendors and suppliers.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Interacted well with customers to build connections and nurture relationships.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.

Team Leader

Menzies Aviation
12.2004 - 10.2017
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
  • Coordinated resources effectively to meet project deadlines and achieve desired results.
  • Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
  • Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
  • Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
  • Achieved project milestones ahead of deadlines, coordinating effectively with stakeholders and managing resources efficiently.
  • Led by example, demonstrating commitment and professionalism that inspired team members to excel.
  • Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
  • Improved operational workflows, enabling team to handle increased workloads without compromising quality.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Conducted regular reviews of operations and identified areas for improvement.

Bank Teller & Custodian

ANZ Bank
05.1976 - 09.1988
  • Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
  • Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
  • Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
  • Provided exceptional customer service, resulting in increased client retention and loyalty.
  • Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
  • Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
  • Sold and cross-sold bank products to new and existing customers.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Trained new hires on customer service policies and procedures.

Skills

  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service
  • Staff management
  • Operations oversight
  • Customer relationship management
  • Maintaining compliance
  • Regulatory compliance
  • Quality assurance controls

Accomplishments

United Airlines Safety Award

Certified Lead Investigator - Menzies Aviation

G20 - Co-ordination of diplomatic A/C movements in relation to Passenger Services

Coverage of Passenger Services Manager - 5 months

Co-ordination of COVID re-integration of staffing

Timeline

Passenger Services Operations Manager

Menzies Aviation
10.2017 - Current

Team Leader

Menzies Aviation
12.2004 - 10.2017

Bank Teller & Custodian

ANZ Bank
05.1976 - 09.1988

Similar Profiles

CREATE PROFILE
Leanne Oakley