Louise-Maree Malpass
Malua Bay,Australia
Summary
Dedicated Customer Service Professional experienced in delivering high standards of service in fast-paced airport environments. Achieved timely resolutions for customer inquiries and complaints while managing baggage-related issues and collaborating with airline staff during flight disruptions. Focused on maintaining professionalism and clear communication while effectively handling diverse passenger needs under pressure.
Overview
2
2
years of post-secondary education
23
23
years of professional experience
Work History
Mishandled Luggage Agent
Menzies Aviation
10.2006 - 03.2026
- Assisted passengers with delayed, damaged and missing baggage.
- Delivered calm, professional support to distressed customers, enhancing their experience during baggage issues.
- Managed high volumes of inquiries in a fast-paced, time-critical environment.
- Investigated issues and resolved complaints, ensuring timely follow-up and customer satisfaction.
- Processed baggage claims, refunds, expenses and deliveries while maintaining accurate records.
- Communicated with passengers from diverse cultural and language backgrounds.
- Worked closely with airline staff, baggage teams and external service providers.
- Used computer systems including Teams, Excel, World Tracer and airline operational systems.
- Maintained professionalism and accuracy during flight disruptions, ensuring clear communication and effective resolution.
Mishandled Luggage Agent
Aero-Care
10.2005 - 10.2006
- Handled customer complaints in a timely and professional manner.
- Greeted customers, answered questions and provided assistance with luggage.
- Worked closely with airlines staff members in order to ensure smooth running of operations at airports and stations.
- Utilized airline systems, including World Tracer, to manage operations efficiently.
Receptionist
LJ Hooker Real Estate
01.2003 - 10.2005
- Managed front-desk operations, ensuring positive first impressions for clients and visitors.
- Handled phone calls, emails and walk-in inquiries.
- Coordinated communication between clients and agents to facilitate smooth transactions.
- Streamlined communication processes between clients and agents to improve service delivery.
- Assisted with property listings, marketing materials and open houses.
- Processed cash transactions accurately at the front desk. and maintained accurate records.
- Maintained organised and welcoming reception environment, enhancing client experience.
Education
Certificate IV - Auslan
The Deaf Society NSW
Parramatta 02.2019 - 07.2019
Certificate III - Auslan
The Deaf Society NSW
Parramatta 02.2018 - 12.2018
Certificate II - Auslan
Randwick TAFE
Parramatta 02.2016 - 12.2016
Skills
- World Tracer
- Baggage claims
- Airline systems
- Baggage tracking
- Customer service
- Reception and front desk
- Administration, data entry &record keeping
- Complaint handling
- Problem solving and practical solutions
- Phone, email and face-to-face enquiries
- Managing competing priorities
- Clear communication
- Cultural sensitivity
Languages
Auslan
Personal Strengths
• Exceptional customer service & communication
• Working with diverse cultural backgrounds
•Calm, professional & empathetic approach
•Attention to detail
•Reliable, flexible & adaptable
•Calm under pressure •Patient
•Compassionate
•Professional •Respectful • Good listener
•Problem solver
• Team player
References
- Nick Lyons, Mishandled Luggage Supervisor - Menzies Aviation // M: 0405 316 069
Skills
- World Tracer
- Baggage claims
- Airline systems
- Baggage tracking
- Customer service
- Reception and front desk
- Administration, data entry &record keeping
- Complaint handling
- Problem solving and practical solutions
- Phone, email and face-to-face enquiries
- Managing competing priorities
- Clear communication
- Cultural sensitivity
Timeline
Certificate IV - Auslan
The Deaf Society NSW
02.2019 - 07.2019
Certificate III - Auslan
The Deaf Society NSW
02.2018 - 12.2018
Certificate II - Auslan
Randwick TAFE
02.2016 - 12.2016
Mishandled Luggage Agent
Menzies Aviation
10.2006 - 03.2026
Mishandled Luggage Agent
Aero-Care
10.2005 - 10.2006
Receptionist
LJ Hooker Real Estate
01.2003 - 10.2005