Melissa Domingues

• Trained Customer Services staff in Singapore and Bangkok the Amadeus Customer Management System for check in and PCU functions including dealing with oversales and offloading of Customers
• Maintain various systems integrity for Qantas operated and codeshare services through consultation with IOC, Airports and Telephone sales.
• Direct passenger reaccommodation and recovery in the events of schedule disruption.
• Communicate with airports and various stakeholders in relation to solutions and repercussions in times of disruptions to the Qantas and Jetstar network
• Communicate solutions to users for various systems including Altea inventory and Customer Management.
• Upgrade eligible commercial and staff passengers whilst also achieving Yield Management .

• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution in relation to our Qantas Frequent Flyers and high tiered passengers.
• Maintained consistent communications with airports and cabin crew with heads up notifications
• Communicated daily with Corporate Communications and Loyalty departments .There was a requirement in this position to communicate operational issues and solutions .This was to ensure ensure smooth communication pathways to theses internal customers, which then filtered through to our customers.
• Liaise with airports nationally and internationally during disruptions to ensure the Qantas service standard was upheld by ensuring our customers were re accomodated as per the policy guidelines.

This role is now the Customer Journey Lead Role

Manage Qantas staff at departure gates for all Qantas and Customer Airline departures through S.I.T

Liase with Ramp Services,Cabin and Tech crew ,Catering and PCU to finalize flight before departure.

Work within a restricted time frame to have all passengers and crew on board aircraft to achieve an on time departure.

Manage staff and help maintain a high standard of customer service for Air New Zealand operations through Sydney Airport.

(Qantas being the handling agent for Air New Zealand operations).

Liase with Air New Zealand management daily and oversee targets and KPIS were met from a check in and departures perspective.

Councel staff constructively in regards to punctuality grooming and customer service ,positive and negative.

Liase with Qantas supervisors in order to maintain required staffing levels for a client airline.

Maintain Qantas and client airlines in Departure control system.

Ensure commercial seating demands addressed.

Liase with DYOM to ensure commercial and staff levels do not exceed capacity of aircraft.

• Maintain weight and balance systems for Qantas and client airline departures,manual and automated.
• Trained all S.I.T ramp staff with the implementation of Regionalised Load Control feedback and reporting procedures and systems. This was when Amadeus Customer Management and Flight management system was introduced.