Louisa White
Balgowlah
Summary
Dynamic leader with a proven track record at Virgin Australia, excelling in team motivation and complex problem-solving. Spearheaded the start-up of Short Haul International operations post 2020, enhancing customer satisfaction and operational efficiency. Skilled in relationship building and safety processes, consistently achieving high-performance targets through effective communication and team leadership.
Organized and a dependable person, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Nothing is to difficult or to hard. Have the ability to think on the run and outside the box to achieve a result without compromising Safety and Operating procedures.
Overview
19
19
years of professional experience
Work History
Customer Experience Team Leader
Virgin Australia
Sydney Airport
01.2020 - Current
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Built and maintained strong relationship with our partner carriers and Sydney Airport.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Coordinated ground crew to ensure aircraft readiness for timely departures and arrivals.
- Enhanced customer satisfaction by efficiently handling check-in and boarding processes.
- Worked though covid on Quarantine flights.
- Looking after freight flights from SYD - HKG through COVID. Ensure flight plan, catering, crew and fuel figures were all there and available for Operations control and Tech Crew
- Managing the Domestic / International terminal on a day to day basis.
- Facilitating the start up of Short Haul International operation post 2020.
- Day to day management of the International operations.
- Compliance with Safety and Security requirements
- Dealing with Australia Border Force. Managing INAD's ( Inadmissible Passengers) and leasing with head office to ensure a timely removal according to Government regulations.
- On time Performance
- Pre and Post flight duties
- Managing all Customer touch points. From check in to boarding gates.
- Managing the cost of the operation. Ensuring sticking to budget. Tracking overtime payments.
- Adhering to Dangerous Good regulations.
- Participated in regular training sessions to stay updated on industry standards, regulatory changes, and company policies.
- Customer Resolution Office (CRO) for the USA Part 382 disability and discrimination Air Carrier Act
Guest Service Supervisor
Virgin Australia
Terminal 1 Sydney International Terminal
09.2010 - 01.2020
- Played an integral role in the successful part in the Startup of Virgin Australia Hong Kong flight.
- Demonstrated adaptability by successfully transitioning between different roles within the airline. With in this time became a relief duty Manager running shifts.
- Mitigated potential risks by adhering to strict security protocols when interacting with passengers before boarding during check-in and at all touch points within the Virgin Australia experience.
- Maintained accurate records of passenger information for seamless communication with other departments such as baggage handling and border force
- Contributed to achieving on-time performance targets through effective coordination with ground staff and crew members during loading and offloading procedures.
- Leveraged strong communication skills to effectively liaise with pilots, ground staff, and other team members, ensuring smooth operations at all times.
- Collaborated with team members to achieve high levels of efficiency during aircraft turnaround and departure preparations.
- Supported fellow crew members during challenging situations or emergencies while maintaining composure under pressure.
- Provided exceptional customer service, addressing passenger inquiries, concerns, and special requests professionally and promptly.
- Improved customer satisfaction by ensuring prompt resolution of issues and concerns.
- Implemented cost-saving initiatives, reducing overall operational expenses without compromising service quality.
- Ensuring all process and procedures were followed according to the Airport Handling Manual
- Running shift with the oversight of Check In, Boarding Gates, Domestic Transfer and turning aircrafts.
- Managed a Team of approximately 40 staff on shift with a total team of approximately 130 staff
- Trained as a Customer Resolution Office for the USA Part 382 disability and discrimination Air Carrier Act
Guest Services Agent
Virgin Australia
Sydney Domestic Airport
10.2005 - 09.2010
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed guest boarding process, maintaining SOP and adhering to safety standards.
- Manage guest check in process.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Utilized strong attention-to-detail skills when reviewing guest documents and passports for accuracy before issuing boarding passes.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Maintained calm under pressure while managing stressful situations involving delayed or cancelled flights.
- Collaborated with team members to achieve high levels of performance in demanding situations.
- Coordinated closely with other departments to address operational challenges affecting customer experiences smoothly and efficiently.
- Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Became a relief Guest Service Supervisor. Within this role managed a team of 30 Staff at Check in on shift and 25-30 staff when at the boarding gates.
- Had over 6000 guests travelling on a shift with over 100 flights per day.
Education
High School Diploma -
Monte Sant Angelo College
North Sydney11.1990
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Overseeing daily activities
- Complex Problem-solving
- Conflict resolution
- Safety processes and procedures
- Relationship building
- Safety
- Effective communication
- Team leadership
Timeline
Customer Experience Team Leader
Virgin Australia
01.2020 - Current
Guest Service Supervisor
Virgin Australia
09.2010 - 01.2020
Guest Services Agent
Virgin Australia
10.2005 - 09.2010
High School Diploma -
Monte Sant Angelo College