Mark Heatley
Zetland
Summary
Customer Service Manager with a proven track record at Qantas Airways, excelling in team building and leadership. Recognized for enhancing customer satisfaction through effective problem-solving and training initiatives. Adept at project coordination, fostering relationships, and driving continuous improvement in service quality. Committed to delivering exceptional results in high-pressure environments.
Overview
45
45
years of professional experience
Work History
Customer Service Manager
Qantas Airways
10.2010 - Current
- Championed a positive work environment built on open communication, teamwork, mutual respect, and personal accountability.
- Successfully managed high-volume periods through careful planning and efficient resource allocation.
- Coached and mentored team members to achieve professional growth and improved performance.
- Maintained up-to-date knowledge of company policy, sharing insights with the team to better serve customers.
- Identified opportunities and found solutions for continuous improvement.
- Collaborated cross-functionally with other departments to develop innovative strategies for continuous improvement of service quality.
- Conducted regular performance reviews, providing constructive feedback to support employee development.
- Assisted in organizing and overseeing crews to drive operational excellence.
- Used customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Cabin Service Facilitator
Qantas Airways
05.2007 - Current
- Consistently exceeded performance expectations through diligent work ethic and commitment to excellence in service delivery.
- Played an integral role in launching new services or programs designed to meet evolving client demands or industry trends.
- Developed strong relationships with clients, fostering trust and loyalty in the business.
- Provided ongoing training and development opportunities for staff members to enhance their skills and knowledge base.
- Streamlined workflow processes for improved team productivity and customer support.
- Participated in meetings with stakeholders to discuss program objectives and strategies.
Service Design Advisor 787 Project
Qantas
04.2016 - 11.2017
- Collaborated with multiple teams to ensure a successful launch of the 787
- Consulted with HSR's and safety representation to meet the requirements for the project and deliver service standards safely for customers and crew.
- Regular meeting with stakeholders to ensure project timeline was deliverable and on time for launch date
- Completed all documentation such as manuals, service flows, work flows and positions.
- Conducted multiple trials on the ground and in the air for a successful delivery of the program.
- Worked with the learning and development space, with all content required for cabin crew training.
- Delivery flight and consequent first flights as a mentor on the flights to assist crew to meet the expectation of the service delivery.
- Post implementation reviews to enhance or update any of the policy that was working or needed updating.
Customer Service Supervisor
Qantas Airways
07.2008 - 12.2010
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Coordinated with other departments to ensure seamless customer experience.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Flight Attendant
Qantas Airways
05.1990 - 07.2008
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
- Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
- Ensured safety and comfort of customers onboard aircraft.
- Enhanced onboard sales of duty-free products by providing knowledgeable recommendations and efficient service.
Emergency Procedures Instructor
Qantas Airways
02.1994 - 10.2007
- Collaborated with other departments to incorporate emergency procedures training into their specific areas of expertise, creating a well-rounded safety culture across the company.
- Promoted a culture of safety awareness throughout the organization through frequent communication with staff at all levels about emergency procedure guidelines.
- Supported management in reviewing existing policies and procedures, recommending updates based on current best practices in emergency preparedness.
- Developed strong relationships with trainees, fostering a supportive learning atmosphere that encouraged active participation and growth.
Hotel Duty Manager
Hilton Hotel
02.1985 - 01.1990
- Guaranteed timely check-ins and check-outs by implementing efficient front desk processes and procedures.
- Addressed employee concerns proactively through open communication channels, fostering a positive work environment within the hotel team.
- Served as a liaison between various departments within the hotel, ensuring smooth operational flow across all areas of responsibility.
- Provided exceptional service and assistance to guests upon check-in.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Apprentice Chef
Las Palmas Village Cairns
03.1980 - 03.1984
- Maintained well-organized mise en place to keep work consistent.
- Displayed adaptability by quickly learning new menu items as they were introduced into the rotation.
- Performed other tasks as assigned by sous chef or chef
- Continuously expanded culinary knowledge by attending industry events and workshops, staying informed of the latest trends in food preparation and presentation.
- Operated commercial cooking and baking equipment in support of head chef.
- Displayed strong attention to detail by consistently plating dishes according to established specifications in an aesthetically pleasing manner.
- Received positive feedback from guests on exceptional food quality and presentation, contributing to the restaurant''s reputation.
- Enhanced dining experience by preparing visually appealing and delicious dishes for customers.
- Observed different kitchen chefs' preparation of sauces, breads, and other items to gain knowledge in diverse cooking and baking techniques.
Education
Cairns High School
Cairns, QLDCertificate IV -
TAE 40110 Certificate IV Training And Assessment
03-2017
Certificate - Chef
TAFE Queensland
QLD03-1984
Skills
- Customer service
- Customer focused
- Problem-solving
- Training and mentoring
- Excellent time management skills
- Adherence to high customer service standards
- Team building and leadership
- Relationship building
- Efficient time management
- Training and coaching
- Project coordination
- Effective training facilitator
Timeline
Service Design Advisor 787 Project
Qantas
04.2016 - 11.2017
Customer Service Manager
Qantas Airways
10.2010 - Current
Customer Service Supervisor
Qantas Airways
07.2008 - 12.2010
Cabin Service Facilitator
Qantas Airways
05.2007 - Current
Emergency Procedures Instructor
Qantas Airways
02.1994 - 10.2007
Flight Attendant
Qantas Airways
05.1990 - 07.2008
Hotel Duty Manager
Hilton Hotel
02.1985 - 01.1990
Apprentice Chef
Las Palmas Village Cairns
03.1980 - 03.1984
Cairns High School
Certificate IV -
TAE 40110 Certificate IV Training And Assessment
Certificate - Chef
TAFE Queensland
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