Lucie Weaver
Capalaba,Australia
Summary
With a background in customer service, administration, and human resource management, I have developed a diverse skill set while working with various organizations. This includes start-up software companies, internationally owned corporations in the USA, China, and Canada, multinational corporations, and state, federal, and local government entities. My focus is always on achieving positive business results and building strong relationships within the team, management, and key stakeholders. As a resourceful administrator with excellent communication and interpersonal skills, I successfully adapted to the challenges presented by COVID. Notably, I suggested process changes to Virgin Australia and embraced a different mindset when called back from being stood down. Now, I am eager to expand my experience and continue my professional growth.
Overview
18
18
years of professional experience
Work History
Premium Call Handling Agent (PCH) / Priority Assistance (PAD)
Virgin Australia
11.2020 - Current
- Company Overview: (Airline)
- In addition to my previous role as a Premium Call Handling Agent and returning to Virgin after being stood down due to Covid, I was trained in a further three areas with the business wanting the Guest Contact Centre to be a “Centre of Excellence”
- Assisting Manilla Agents with complex enquiries and taking over calls if required
- Assisting Airport staff nationally / internationally with issues arising at check-in i.e
- Trouble shooting as to why someone is unable to be checked-in
- Assisting with making bookings for our Special Assistance Guests i.e
- Travelling with a Service Animal, Wheelchair Assistance, Special Needs (hidden disability)
- Actioning advice to guests via Email / SMS regarding flight changes due to adverse weather
- Actioning various reports / notifications both internal and external: i.e Oversold, No In-Flight Entertainment
- Assisting agents both on shore and offshore contact centres with guests that may have been stranded and confirming if it is an accountable or non-accountable delay and clarification of assistance that can and cannot be provided
- Accommodation enquiries if guests did not receive a notification
- Calling guests with critical time changes to ensure they do not miss their flight; this also includes advising when moved to another airline
- Actioning Medical Clearance Requests, which includes assessing against our MEDA Guidelines and referring to Aviation Medicine for further assessment if required
- Actioning various written enquiries, which could vary from requesting a Service Animal to travel, to a wheelchair request, some guests being partially mobile others being totally immobile
- Being aware of legislation and where to source regarding Service Animals and Special Needs Guests
- Actioning notifications of Prisoners in Lawful Custody to travel and advising all stakeholders both internally and externally
- (Airline)
RACQ Road Service / IAG Claims Assessment
RACQ and IAG Insurance
10.2020 - 11.2020
- RACQ - Assisting RACQ Members with enquiries including breakdown and emergency calls i.e when a child or pet has been locked in a car
- IAG - Assisting with the assessment process for claims due to weather i.e what can and can not be claimed, assessment amounts and appointing and communicating with assessors
Customer Service Officer
Datacom
04.2020 - 09.2020
- Supporting Federal Government with the “Stay Home” initiative
- Providing essential information about policy changes, nationally
- Identifying unique customers
- Delivering empathy and providing quality outcomes
- Exceptional interpersonal communication skills
- Supporting Federal Government "Services Australia"
- Assisting customers with claiming and maintaining their education details in order to secure any payments or grants associated with their studies.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
Premium Call Handling Agent / Virgin Australia Holidays Agent
Virgin Australia
03.2011 - 04.2020
- Company Overview: (Airline)
- Working with Gold and Platinum guests to resolve issues, interpret terms and conditions as well as providing solutions to complex situations
- Experience providing high level customer service
- Ability to work with minimal supervision in a high-volume environment
- Excellent attention to detail
- Exceptional interpersonal communication skills
- Genuine ability to make each guest feel comfortable during the call, which can sometimes be at times of great stress or when they are under duress
- Part of a dynamic team that helped relaunch “Velocity”, the Frequent Flyer Program of Virgin Australia
- Consistently earning monthly statistics of 87% and above, in categories including communication skills, listening skills, problem resolution and quality control
- Performed well in many adverse situations including natural disasters (Icelandic volcanic ash cloud), changeover to new operating system (Sabre), disruptions due to natural disasters such as floods and fire
- (Airline)
Trading and HR Coordinator
InterGen (Australia) Pty Ltd
04.2007 - 10.2010
- Company Overview: (Power Generator)
- Created and prepared paperwork for all new hires, and ensured the information was entered into the HRIS system
- Responsible for orientation of all new staff, and implementation of revised staff orientation and established training programs for staff in regard to workplace performance and professional development
- Coordination of learning and development programs for Brisbane Office and maintaining training register
- Responsible for awareness of Employee Assistance Health Programs, administering and negotiation of employee health plan (annually) with broker
- Provided back up and support for payroll function
- (Power Generator)
- Successfully planned and integrated training to be included as part of employees continuing education (CE) hours at no extra cost to the organisation
- Incorporated the use of other department managers as part of employees’ training, enabling both the manager hosting the training session and the employee attending the session to claim the hours as part of their own CE hours, a saving of approx
- $20,000
- Designed a new workflow system to enable Trading and Risk employees to monitor their CE hours and their managers to review them monthly
- The new process was fully endorsed by the HR Manager and General Manager, Trading & Marketing
- Successfully worked with ASIC and in house legal counsel to ensure changes to InterGen’s Australian Financial Services Licence (AFSL) fully complied with ASIC requirements to trade electricity
- ASIC agreed to the requested changes and endorsement of our AFSL
Education
Diploma Business - Human Resources
Australian College of Applied Psychology
MBTI part I and II - Myers Briggs Type Indicator
University of Western Sydney
HawkesburySkills
- Privacy Compliance Management
- Skilled at Managing Multiple Tasks
- Prioritization and Scheduling
- Flexibility in Changing Environments
- Versatile Problem Solving
- Service Excellence
- Organizational Proficiency
- Proficient Time Management
- Keyboard Proficiency
- Creative Problem Solving
- Empathetic Communication
- Understanding Perspectives
- Problem-Solving Focus
- Clear Verbal Communication
- Clear Written Correspondence
- Proactive Engagement
- Resilient Focus
- Contract Negotiation Expertise
- Regulatory Compliance
- Windows Platform Proficiency
- Microsoft Office Suite
- Airline Systems Proficiency
- Skilled in Sabre System Navigation
- Positive attitude
- Customer service and care
- Customer complaint resolution
- Customer needs determination
- Ensuring customer satisfaction
- Critical thinking
Timeline
Premium Call Handling Agent (PCH) / Priority Assistance (PAD)
Virgin Australia
11.2020 - Current
RACQ Road Service / IAG Claims Assessment
RACQ and IAG Insurance
10.2020 - 11.2020
Customer Service Officer
Datacom
04.2020 - 09.2020
Premium Call Handling Agent / Virgin Australia Holidays Agent
Virgin Australia
03.2011 - 04.2020
Trading and HR Coordinator
InterGen (Australia) Pty Ltd
04.2007 - 10.2010
Diploma Business - Human Resources
Australian College of Applied Psychology
MBTI part I and II - Myers Briggs Type Indicator
University of Western Sydney
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