Molly Elizabeth Popu
Brisbane,QLD
Summary
Dynamic manager with a proven track record at Air Niugini LTD, excelling in operations management and team leadership. Enhanced customer satisfaction through strategic initiatives and effective conflict resolution. Skilled in budget control and performance management, fostering a culture of continuous improvement while mentoring future leaders.
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Manager - Commercial Service Centre
Air Niugini LTD
11.2017 - 08.2025
- Streamlined operational workflows to enhance efficiency and reduce turnaround times for flight services.
- Led cross-functional teams to implement strategic initiatives, improving service delivery and customer satisfaction.
- Developed training programs for staff, fostering a culture of continuous improvement and operational excellence.
- Managed budget allocations effectively, ensuring optimal resource utilization across departments.
- Analyzed performance metrics to identify trends and drive data-informed decision-making processes.
- Oversaw compliance with safety regulations, maintaining high standards in operational practices across all functions.
- Collaborated with stakeholders to design and execute projects aligned with organizational goals and objectives.
- Managed and motivated 30 plus employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery to meet objective of above 80% daily
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Organized professional development programs for staff, leading to improved performance and skill sets.
Supervisor , State Own Enterprise Travel Office
Air Niugini Ltd
12.2015 - 11.2017
- Supervised daily operations, ensuring adherence to safety protocols and quality standards.
- Trained and mentored team members on operational procedures and equipment usage.
- Streamlined workflows by implementing process improvements to enhance efficiency.
- Conducted performance evaluations, providing constructive feedback to support staff development.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
Supervisor Group and VIP Travel Desk
Air Niugini LTD
04.2013 - 05.2014
- Mentored junior staff, fostering skill development and promoting a collaborative work environment.
- Oversaw daily operations to ensure efficiency and productivity across multiple teams.
- Analyzed operational data to identify trends, enabling strategic decision-making for resource allocation.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
Supervisor Staff Travel
Air Niugini LTD
03.2011 - 04.2013
- Oversaw daily operations to ensure efficient workflow and adherence to safety protocols.
- Trained and mentored new staff on operational procedures and best practices.
- Implemented process improvements that enhanced productivity and reduced downtime.
- Conducted regular team meetings to align goals and address performance issues effectively.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted regular reviews of operations and identified areas for improvement.
- Maintained database systems to track and analyze operational data.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
Senior Travel Consultant, State Own Enterprise
Air Niugini LTD
02.2010 - 03.2011
- Developed and maintained relationships with clients to understand travel preferences and ensure satisfaction.
- Crafted personalized itineraries incorporating client feedback and industry trends for optimal travel experiences.
- Streamlined booking processes by implementing new software tools, enhancing operational efficiency.
- Mentored junior consultants on best practices in customer service and travel regulations.
- Managed complex itineraries involving multiple destinations, ensuring accuracy and timely updates for clients.
- Achieved revenue growth by upselling additional services like insurance plans, airport transfers, or excursions to clients during the booking process.
- Handled sensitive personal data with discretion.
- Managed high-profile accounts, ensuring seamless coordination of complex international itineraries for VIP clientele.
- Provided useful travel materials such as guides, maps and event programs.
- Conducted comprehensive destination research to provide clients with up-to-date information and expert advice on travel options.
- Increased client satisfaction by providing personalized travel recommendations and itinerary planning.
- Coordinated group bookings to ensure seamless logistics for large-scale events such as weddings or corporate retreats.
- Booked reservations for travel, hotels, rental cars and special events such as tours and excursions.
- Developed strong relationships with vendors, negotiating competitive rates for clients'' travel accommodations.
- Promoted company''s brand through participation in networking events and online presence, attracting new clients and fostering loyalty among existing customers.
- Assisted in the development of new product offerings based on emerging trends in luxury travel experiences.
- Reduced customer complaints through proactive communication of potential scheduling conflicts and offering alternative solutions.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
Travel Consultant
Air Niugini LTD
03.2005 - 02.2010
- Developed customized travel itineraries based on client preferences and budgets.
- Managed client inquiries, providing timely and accurate information on travel options.
- Coordinated logistics for group bookings, ensuring seamless travel experiences.
- Established partnerships with hotels, airlines, and local services to enhance travel offerings.
- Resolved complex travel issues, maintaining high levels of client satisfaction through effective communication.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Collected, handled and documented payments for travel services and associated feels.
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Streamlined booking processes for increased efficiency and reduced client wait times.
- Handled sensitive information with professionalism and discretion.
- Educated clients on destination-specific considerations such as customs regulations, local attractions, or cultural norms to enhance their overall experience abroad.
Flight Attendant
Air Niugini LTD
02.1999 - 03.2005
- Delivered exceptional in-flight service, ensuring passenger comfort and satisfaction.
- Conducted safety demonstrations, effectively communicating emergency protocols to passengers.
- Assisted with boarding procedures, maintaining efficient cabin flow and organization.
- Collaborated with team members to manage in-flight operations and resolve passenger concerns.
- Trained new flight attendants on safety regulations and customer service standards.
- Led emergency response drills, enhancing team readiness for various scenarios.
- Evaluated feedback from passengers to enhance service delivery and operational efficiency.
- 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.
- Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Supported team morale through effective communication skills that fostered cooperation among diverse crew members under various circumstances.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Resolved passenger conflicts and medical emergencies during flights.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Educated passengers about emergency equipment usage during safety demonstrations, ensuring comprehension of critical procedures.
- Assisted unaccompanied minors throughout their journey by providing supervision and engaging them in age-appropriate activities or conversation.
- Coordinated with ground personnel to resolve any issues or discrepancies in a timely manner, maintaining smooth operations.
Office Administrative Assistant
Institute of Business and Banking Management
06.1997 - 02.1999
- Managed office communications, ensuring timely responses and accurate information dissemination.
- Coordinated scheduling for meetings and appointments, optimizing executive time management.
- Developed and maintained filing systems, enhancing document retrieval efficiency.
- Assisted in preparing reports and presentations, contributing to effective project execution.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to inquiries from callers seeking information.
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
- Safeguarded company information by maintaining strict confidentiality in handling sensitive documents and records.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Assisted coworkers and staff members with special tasks on daily basis.
Education
Master of Business - Management
Griffith University
QLD05-2027
Graduate Certificate - Leadership
University of South Australia
Adelaide, SA04-2023
Diploma - Leadership And Management
Australia Pacific College
Brisbane11-2015
Skills
- Customer service
- Team leadership
- Time management
- Staff training and development
- Complex Problem-solving
- Strategic planning
- Operations management
- Relationship building
- Cross-functional teamwork
- Performance management
- Shift scheduling
- Conflict resolution
- Negotiation
- Product management
- Business development
- Budget control
- Key performance indicators
- Coaching and mentoring
- Recruiting and interviewing
- Change management
- Regulatory compliance
- Revenue management
- Innovation management
- Disciplinary techniques
- Effective communication
- Adaptability and flexibility
Accomplishments
- Achieved 70% by introducing FreshDesk Omini channel for customer queries and data tasks.
- Managed team of 33 plus staff members as Manager Commercial Service Centre.
- Documented and resolved Emergency Response Guide for Commercial Service Centre team which led to new process
- Achieved Transformation change project by completing Merging of Call Centre team to be the new Commercial Service Centre from 2017 till current with accuracy and efficiency.
Certification
- [Saftey officer Level 1, PNG Occupational Health and Safety-24-27May 2010
- Saftey officer Level 2 , PNG Occupational Health and Safety, 25Jul- 28Jul 2011
- Management 1, Management Development Program, Business Brain Asia Pacific,,Dec 2012,
- Management 2, Management development Program, Business Brain Asia Pacific, DEC 2013
- New Manager, 17Jul-Horizon, 2017
Languages
English
Full Professional
Interests
- Getting involved in local advocacy groups to promote positive change in the community
- Music
- Gym Workouts
- Team Sports
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- I like working with my hands and fixing things
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Volunteering for community initiatives to give back to local communities and make a positive impact
Timeline
Manager - Commercial Service Centre
Air Niugini LTD
11.2017 - 08.2025
Supervisor , State Own Enterprise Travel Office
Air Niugini Ltd
12.2015 - 11.2017
Supervisor Group and VIP Travel Desk
Air Niugini LTD
04.2013 - 05.2014
Supervisor Staff Travel
Air Niugini LTD
03.2011 - 04.2013
Senior Travel Consultant, State Own Enterprise
Air Niugini LTD
02.2010 - 03.2011
Travel Consultant
Air Niugini LTD
03.2005 - 02.2010
Flight Attendant
Air Niugini LTD
02.1999 - 03.2005
Office Administrative Assistant
Institute of Business and Banking Management
06.1997 - 02.1999
Master of Business - Management
Griffith University
Graduate Certificate - Leadership
University of South Australia
Diploma - Leadership And Management
Australia Pacific College