Morris Bisognano
Fawkner
Summary
A motivated and people focused Customer Service Officer with over 30 years experience in the Airline Industry. Excellent reputation for resolving problems, improving customer satisfaction, and a team-player who can also work independently. I am now currently looking to use and expand on my skill set within a new role.
Overview
32
32
years of professional experience
Work History
Customer Service Officer
Regional Express Airlines - REX Airlines
05.2022 - 07.2024
- Welcome and assist passengers with check-in at counter and self service kiosks.
- Query passengers regarding any dangerous goods that they may be carrying.
- Resolve any passenger questions or issues.
- Provide a high level of customer service to travelling passenger.
- Assist passengers with queries relating to moving through the airport.
- Flight reservations and ticket sales.
- Assist with arrival and departure of aircrafts and operate various aerobridges.
- Record lost/found property and assist with missing/damaged passenger luggage.
Operations Coordinator - COVID Accommodation
Victoria State Government - CQV
01.2021 - 02.2022
- Maintain the reputation of the department by supporting the operation of a safe environment for returning travellers and community members who are required to enter a compulsory or voluntary period of quarantine at the mandatory quarantine accommodation sites.
- Coordinate the high-quality delivery of all services including but not limited to luggage, delivery service, data collection and other related logistical services.
- Communicate effectively with people from a range of different backgrounds to convey and maintain social distancing measures, hygiene practices and the delivery of infection prevention and control processes and procedures.
- Monitor compliance to policies and procedures and ensure all standards for mandatory quarantine are met and enforce PPE and Infection Prevention Control (IPC) protocols.
- Identify and resolve operational service delivery problems consistent with policies and procedures.
- Ensure high-quality record keeping of quarantine resident records in line with policy requirements.
- Provide direction and guidance to Operation Support Officers including induction, training, coaching, and development to assist staff in meeting performance goals.
Resident Support Officer - COVID Accommodation
Victoria State Government - Department of Justice and Community Safety
12.2020 - 01.2021
- Ensure a safe environment for people arriving from overseas who are required to enter a compulsory period of quarantine at the accommodation site.
- Communicate with people in an effective and empathetic manner whilst maintaining physical distancing measures and good hygiene practice, including following infection prevention and control processes.
- Mitigate risk within a fast paced and dynamic environment to ensure client safety is maintained, operational instructions are adhered to, and maintain resident satisfaction.
- Work collaboratively with accommodation site staff, authorised officers, medical staff and other relevant stakeholders to ensure mandatory quarantine residents are compliant with COVID Accommodation program.
- Escort returned travellers from transportation to airport and accommodation, and for approved exercise or any other approved purposes, including admission and departure.
- Undertake the transfer process of returned travellers to and from approved sites under the program as per approved guidelines.
- Support the COVID-19 screening process by undertaking temperature screening at accommodation admission and departure points, and conducting identification checks to ensure only authorised personnel enter the facility.
Baggage Services (International and Domestic)
Qantas Airways Limited
09.2019 - 10.2020
- Provide a high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Assist passengers with delayed, missing or damaged baggage.
- Record and forward/store unclaimed baggage.
- Search and track for missing or found baggage.
- Interact with clients in the delivery process of their baggage.
- Log found property.
Domestic Groups Travel
Qantas Airways Limited
09.1998 - 10.2020
- Liaise with Group leaders in order to accommodate their specific requirements.
- Manage and prepare required group documents and specifications in order to ensure a smooth process (e.g. seating, tickets, pre check in, bag tags and boarding passes).
- Manage any cancellations or delays for groups (e.g. arrange new/alternative flights and transfers).
Team Leader (International Service Desk)
Qantas Airways Limited
08.2003 - 10.2020
- Provide a high level of customer service and support at Melbourne Airport.
- Resolving customer queries/conflicts and efficient resolution of customer requirements.
- Implement good decision making, critical thinking and problem solving.
- Support fellow Customer Service Agents.
- Team building and maintain a positive work attitude.
- Provide briefing to Customer Service Agents with regards to flight requirements.
- Ensure all OH&S requirements are adhered.
Airport Customer Service Agent
Qantas Airways Limited
04.1996 - 10.2020
- Checking in passengers and their baggage.
- Provide outstanding Customer Service.
- Working in additional areas of the airport including Priority check in (First Class and Business Class), Customs Hall and Meeting arriving and departing air crafts.
- Familiarizing and keeping up to date with visas and overseas customs entrance requirements.
Reservations Sales Agent Viva/Qantas Holidays
Qantas Airways Limited
05.1992 - 04.1996
- Accepting incoming calls from travel agents and Qantas staff.
- Establish and maintain a good rapport with all external and internal customers and staff and ensuring the highest level of customer service is maintained.
- Processing of accommodation and flight confirmations.
- Preparation and dispatch of customer travel documentation.
- Training Junior General Service Staff.
- Attend regular product briefing and training to ensure a sound knowledge of Qantas Holidays products.
- Effective problem solving.
- Assist with travel agent and client complaints.
Education
Year 12 (HSC)
Fawkner High School
Fawkner, Victoria1983
Alcohol And Drug Awareness For Employees
Bio Hazards Awareness
Dangerous Goods
Safety And Security Awareness
Competition & Anti-Bribery Law Customer Dealings
Privacy Awareness
Skills
- Self directed, flexible and adaptable
- Committed to always provide the highest level of service
- Ability to troubleshoot and problem solving
- Ability to liaise with people from diverse backgrounds
- Effective organisation and time management
- Customer Focused
Languages
- English
- Italian
Timeline
Customer Service Officer
Regional Express Airlines - REX Airlines
05.2022 - 07.2024
Operations Coordinator - COVID Accommodation
Victoria State Government - CQV
01.2021 - 02.2022
Resident Support Officer - COVID Accommodation
Victoria State Government - Department of Justice and Community Safety
12.2020 - 01.2021
Baggage Services (International and Domestic)
Qantas Airways Limited
09.2019 - 10.2020
Team Leader (International Service Desk)
Qantas Airways Limited
08.2003 - 10.2020
Domestic Groups Travel
Qantas Airways Limited
09.1998 - 10.2020
Airport Customer Service Agent
Qantas Airways Limited
04.1996 - 10.2020
Reservations Sales Agent Viva/Qantas Holidays
Qantas Airways Limited
05.1992 - 04.1996
Year 12 (HSC)
Fawkner High School
Alcohol And Drug Awareness For Employees
Bio Hazards Awareness
Dangerous Goods
Safety And Security Awareness
Competition & Anti-Bribery Law Customer Dealings
Privacy Awareness
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