Summary
Overview
Work History
Education
Skills
Timeline
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Nellie Iuli

Summary

Dynamic Passenger Service Agent with Swissport, skilled in conflict resolution and exceptional communication. Enhanced guest experiences through effective seating management and cross-cultural sensitivity. Proven ability to adapt quickly in high-pressure environments, ensuring compliance with safety regulations while delivering top-notch service. Committed to fostering positive relationships and promoting customer loyalty.

Overview

2
2
years of professional experience

Work History

Passenger Service Agent

Swissport
06.2023 - Current
  • Assisted passengers with check-in procedures and boarding processes.
  • Learned to operate reservation and ticketing systems efficiently.
  • Provided support for passengers' inquiries regarding flight details and schedules.
  • Ensured compliance with airline policies and safety regulations during passenger interactions.
  • Facilitated smooth communication between ground staff and flight crews.
  • Adapted quickly to dynamic airport environments and operational changes.
  • Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
  • Resolved passenger issues with empathetic communication and effective problem-solving techniques.
  • Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
  • Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
  • Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
  • Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
  • Educated passengers on safety procedures and provided assistance to disabled passengers
  • Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
  • Provided exceptional customer service, addressing passenger concerns promptly and professionally.
  • Safeguarded sensitive passenger information by maintaining strict confidentiality standards at all times.
  • Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
  • Announced flight status updates and information about gate changes over PA system.
  • Ensured compliance with safety regulations, adhering to strict guidelines during boarding procedures.
  • Provided exceptional customer service to passengers, addressing concerns and resolving issues.
  • Improved language interpretation support for international travelers by leveraging multilingual abilities when necessary.

Lounge Host

Air New Zealand
01.2025 - Current
  • Welcomed and engaged guests, ensuring a warm and inviting atmosphere.
  • Managed seating arrangements to optimize guest flow and satisfaction.
  • Coordinated with kitchen and bar staff to enhance service efficiency.
  • Resolved guest inquiries and complaints promptly, maintaining positive experiences.
  • Increased repeat business by building rapport with guests through friendly, attentive service.
  • Developed strong organizational skills that allowed me to multitask effectively during peak periods of business within the lounge.
  • Resolved guest issues diplomatically, striving for win-win solutions that resulted in satisfied customers more likely to return in the future.
  • Efficiently processed payments using various methods including cash, credit card transactions, or room charges when applicable.
  • Maintained a clean, organized lounge area for optimal guest comfort and visual appeal.
  • Regularly communicated with other departments such as housekeeping or maintenance staff when necessary to address any facility-related concerns impacting guest experience within the lounge space.
  • Completed daily side work and opening and closing duties without fail.
  • Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
  • Seated patrons based on guest preferences and seating availability.
  • Promoted business loyalty by fostering positive customer relationships.

Relief Society President

The Church Of Jesus Christ Of Latter-day Saints
01.2024 - Current
  • Coordinated community service initiatives to support local families in need.
  • Facilitated monthly meetings to discuss member needs and program developments.
  • Developed and implemented strategies for enhancing member engagement and participation.
  • Collaborated with other leaders to organize events promoting spiritual growth and fellowship.
  • Trained volunteers on best practices for assisting members during times of crisis.
  • Monitored feedback from members to refine services and enhance community impact.
  • Enhanced member engagement by organizing interactive workshops, seminars, and social gatherings.
  • Managed budgetary concerns effectively, ensuring efficient allocation of resources for various events and activities.
  • Oversaw administrative tasks such as record-keeping, event planning logistics coordination with other organizations when partnering on joint ventures.
  • Established clear communication channels between the Relief Society presidency, committees, and general membership base.
  • Led training sessions for new Relief Society leaders, fostering a strong foundation for future success.
  • Implemented initiatives aimed at increasing membership retention rates by providing a welcoming environment and fostering strong connections among members.
  • Evaluated ongoing programs'' effectiveness regularly adapting content delivery methods based on feedback received from participants.
  • Mentored fellow members, offering valuable insights and encouragement to help them grow spiritually and personally.
  • Developed effective strategies for addressing sensitive issues within the congregation while maintaining confidentiality and respect for all involved parties.
  • Facilitated spiritual growth opportunities tailored towards individual needs preferences allowing each person feel valued supported throughout their journey.
  • Provided compassionate support to individuals in need, offering spiritual guidance and practical assistance when necessary.
  • Promoted unity among diverse groups within the congregation by encouraging open dialogue and mutual understanding during meetings or activities across multiple demographics.
  • Assisted with organizing religious activities and services.
  • Assisted with fundraising activities.
  • Supported religious leaders in performing various duties.
  • Attended meetings with religious leaders.
  • Facilitated religious classes and forums.
  • Wrote and delivered sermons.
  • Maintained religious records and documents.

Education

High School Diploma -

Redbank Plains State High School
Brisbane, QLD
01-2001

Skills

  • Guest greeting and seating
  • Opening and closing procedures
  • Exceptional communication
  • Front of house management
  • Time management abilities
  • Tactfulness
  • Cross-cultural sensitivity
  • Conflict and complaint resolution

Timeline

Lounge Host

Air New Zealand
01.2025 - Current

Relief Society President

The Church Of Jesus Christ Of Latter-day Saints
01.2024 - Current

Passenger Service Agent

Swissport
06.2023 - Current

High School Diploma -

Redbank Plains State High School

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