Leisa Gray
Peregian Springs,QLD
Summary
Accomplished Human Resources and Operations Manager with a proven track record at Altara / National Jet Systems, enhancing customer satisfaction and employee performance through effective operations management and interpersonal communication.
Skilled in staff training and development, led significant change initiatives, boosting team morale and operational efficiency.
Well organised and attentive to detail. High emotional intelligence , able to encourage and motivate teams to achieve high service standards and reach team goals.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills.
Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Seasoned Operations Manager and talented leader with 20 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
32
32
years of professional experience
Work History
Human Resources and Operations Manager
Altara / National Jet Systems
02.2024 - 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.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
- Handled staff training initiatives aimed at upskilling the workforce to meet industry demands.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Champion for Customer Service and Safety providing a working environment where crew feel supported and validated.
Senior Cabin Crew Base MGR
National Jet Express
01.2023 - 02.2024
- Played an integral role in perfecting brand image through adherence to uniform guidelines and professional demeanor at all times while interacting with passengers.
- Boosted overall team morale through effective leadership techniques that fostered a positive work environment among crew members.
- Delivered comprehensive training programs for junior crew members, fostering a culture of continuous learning and development among staff.
- Enhanced passenger satisfaction by consistently providing exceptional service and addressing individual needs.
- Ensured compliance with all airline policies and regulatory requirements related to cabin operations during flights.
- Reduced customer complaints by effectively resolving conflicts and escalating issues when necessary.
- Mentoring and training to provide further skills for Cabin crew
- Performance Management ensuring on time performance, correct policy and procedures followed and monitoring sick leave.
Office Manager
Hills Building Solutions
08.2019 - 12.2022
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
- Oversaw office budget, ensuring all expenditures were within allocated funds and identifying cost-saving opportunities.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Payroll and HR functions for staff.
- Client liaison
Senior Cabin Crew Member
Qantas
06.2003 - 02.2016
- Played an integral role in perfecting brand image through adherence to uniform guidelines and professional demeanor at all times while interacting with passengers.
- Delivered comprehensive training programs for junior crew members, fostering a culture of continuous learning and development among staff.
- Boosted overall team morale through effective leadership techniques that fostered a positive work environment among crew members.
- Maintained strict adherence to safety regulations, ensuring the well-being of passengers and crew members during flights.
- Enhanced passenger satisfaction by consistently providing exceptional service and addressing individual needs.
- Assisted passengers with special needs, providing personalized care and support throughout the journey.
- Ensured compliance with all airline policies and regulatory requirements related to cabin operations during flights.
- Reduced customer complaints by effectively resolving conflicts and escalating issues when necessary.
- Resolved passenger conflicts and medical emergencies during flights.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
Team Manager Cabin Crew
Ansett Australia
12.1992 - 04.2002
- Led employee relations through effective communication, coaching, training, and development.
- Base leadership of large group of crew aprox 130
- Monitored grooming, on time performance and managed crew absences and work cover claims.
- Involved in EBA negotiations for Cabin Crew.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
Education
Diplolma - Human Resources And Leadership
Adults College of Advanced Learning
Perth WA11.2024
Certificate IV - Adult Workplace Assessment And Training
NSW Tafe
06.2000
High School Diploma -
Baulkham Hills High School
Baulkham Hills, NSW11.1989
Skills
Problem-Solving
Team Leadership
Operations Management
Customer Service
Employee relations and conflict resolution
Planning and Implementation
Staff Management
Staff Training
Performance monitoring
Staff Development
Interpersonal Communication
Timeline
Human Resources and Operations Manager
Altara / National Jet Systems
02.2024 - Current
Senior Cabin Crew Base MGR
National Jet Express
01.2023 - 02.2024
Office Manager
Hills Building Solutions
08.2019 - 12.2022
Senior Cabin Crew Member
Qantas
06.2003 - 02.2016
Team Manager Cabin Crew
Ansett Australia
12.1992 - 04.2002
Diplolma - Human Resources And Leadership
Adults College of Advanced Learning
Certificate IV - Adult Workplace Assessment And Training
NSW Tafe
High School Diploma -
Baulkham Hills High School
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