Margaret Bodinnar
Romsey,VIC
Summary
Highly personable and responsible Customer Service Professional with over 20 years of experience. Passionate about delivering excellent customer service and exceeding customer expectations.
Overview
30
30
years of professional experience
Work History
Cabin Crew - Operated on 737-800 Max Aircraft
BONZA Airlines
08.2023 - Current
- Maintained and ensured the over-all safety of all customers on board the aircraft by conducting pre-flight checks of the cabin and emergency equipment as well as adhering to all airline policies and emergency procedures at all times.
- Collaborated with fellow crew members to deliver a seamless flight experience for passengers, ensuring timely departure and arrival.
- Clearly explained and demonstrated safety and emergency procedures to special assistance passengers prior to takeoff.
- Assisted passengers with children, the elderly and passengers with special needs.
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Provided comfort to anxious travelers through active listening, empathy, and reassurance during turbulence or other flight challenges.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Responded to passenger emergencies to provide first aid.
Customer Value Specialist
Suncorp Group
02.2020 - 08.2023
- Implemented the Suncorp vision to ensure a seamless customer experience when taking incoming sales and service calls by providing information and product knowledge to identify the right level of insurance protection to meet customers needs.
- Contributed to the performance culture that is customer obsessed by enhancing and deepening customer relationships by building a strong rapport with new and existing customers and matching the right solution to each customers needs.
- Achieved customer sales, service and retention targets set.
- Identified, addressed and resolved complaints in a timely manor.
- Proven ability to learn quickly and adapt to new situations.
- Passionate about learning and committed to continual improvement.
- Skilled at working independently and collaboratively in a team environment.
- Ensured compliance at all times with all internal policies and procedures and external legislative requirements.
Customer Solutions Representative
Toyota Finance
08.2013 - 03.2015
- Provided first call resolution for all customer service enquiries as well as address concerns and maintain customer satisfaction and loyalty.
- Understood all compliance requirements and how they apply when communicating with our customers.
- Exhibited professionalism when dealing with clients and staff.
- Adhered to all policy, process and procedural requirements for the National Customer Solutions Centre.
- Contributed to Toyota Finance's corporate vision of being most admired sales finance company in Australia.
Customer Service Supervisor
Australian Air Support Services/Menzies Aviation
03.2003 - 04.2013
- Responsible for Airline Check-in, Customer Service Desk and Departure Gate as well as Load Control and dispatch of Aircraft
- Co-ordination of the smooth operation of all aircraft departures for our regional flights for Aeroplican, Airlink, Brindabella and Skytrans Airlines.
- Delivered exceptional customer service to every customer by ensuring the safety of passengers and their baggage when travelling.
- Managed Service desk, ticket sales and customer enquires.
- Meeting and assisting passengers with special requirements.
- Delivered personal announcements.
- Liaised closely with all areas of operations regarding schedule or aircraft changes and notifying relevant staff.
- Communicated over radio with Pilots and relaying important information.
- Supported customers and organized alternate travel arrangements due to cancelled or disrupted flights.
- Promptly following up of lost or missing baggage.
- Trained and coached new staff to deliver excellent and professional customer service while adhering to strict safety and security procedures.
Cabin Manager/Cabin Crew Member
Ansett International
06.1994 - 02.2002
- Operated on 747-300/767-200/767-300/A320 Aircraft
- Delivered exceptional customer service to every customer by ensuring the overall comfort and safety of all passengers onboard our aircraft.
- Ensured the excellent and smooth delivery of service onboard the flight.
- Communicated with guests in all classes.
- Resolved problems in-flight often with non-English speaking passengers.
- Delivered all PA announcements in-flight.
- Prepared and conducted crew briefings pre and post flight and managed up to 17 crew members.
- Completed trip reports and crew safety assessments as well as coached and motivated team members.
- Maintained Ansett Internationals corporate image and acted as a role model who achieves the highest standards.
Education
Provide Responsible Service of Alcohol
Express Online Training
04.2023
HLTAID011 - PROVIDE FIRST AID
St John Ambulance Australia
04.2023
Advanced Travel & Tourism Certificate
Ryde College Of TAFE
Ryde, NSW1992
GALILEO - Computerised Reservation System
Ryde College of TAFE
Ryde, NSW1992
Skills
- Highly developed customer service, communication and interpersonal skills
- Strong leadership and coaching skills
- Excellent prioritization, organizational and time management skills
- Proactive, dependable and loyal individual with excellent attention to detail
- Active listener, punctual and adaptive team player
Accomplishments
In 2008 I was asked to contract with Skytraders and take part in the training with CASA (Civil Aviation Safety Authority) for the approval to obtain their licence to land the first commercial A319 aircraft into Antarctica. I also contracted to this company for a short time as a casual Corporate Flight Attendant, having the wonderful opportunity to land into Antarctica a number of times on the Blue-iced runway as well as take part in International charter flights. This was a very casual position I held in addition to my part-time Customer Service role with Menzies.
Timeline
Cabin Crew - Operated on 737-800 Max Aircraft
BONZA Airlines
08.2023 - Current
Customer Value Specialist
Suncorp Group
02.2020 - 08.2023
Customer Solutions Representative
Toyota Finance
08.2013 - 03.2015
Customer Service Supervisor
Australian Air Support Services/Menzies Aviation
03.2003 - 04.2013
Cabin Manager/Cabin Crew Member
Ansett International
06.1994 - 02.2002
Provide Responsible Service of Alcohol
Express Online Training
HLTAID011 - PROVIDE FIRST AID
St John Ambulance Australia
Advanced Travel & Tourism Certificate
Ryde College Of TAFE
GALILEO - Computerised Reservation System
Ryde College of TAFE
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