Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

NICOLETTE BALL

Mount Macedon,Victoria

Summary

Talented Flight Attendant trained extensively in all aspects of aviation, including safety and first aid. Background includes 30 years of customer service experience, including 23 as a flight attendant. Customer service specialist Friendly Calm under pressure Flexible Expert problem solver Passion for travel Time management Active listening skills Organizational skills St Johns level 2 First Aid Responsible Service of Alcohol Certificate Jul 2002 - Current Melbourne Flight Attendant Qantas Acted as a professional safety officer Administered first aid including management of medical emergencies Strong Organizational Skills Team Player Energetic Work Attitude Sharp Problem Solver Contributed To Company Success Great Communication Skills Conflict Resolution Empathy for others Give of a warm and caring attitude Smile all the time Embrace change Use initiative Be proud to wear the Qantas uniform Explained the use of safety equipment and answered passengers' questions. Education references at Qantas references at Qantas

Overview

33
33
years of professional experience

Work History

Flight Attendant

Qantas Airways
Melbourne Airport, VIC
07.2002 - Current
  • Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
  • Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
  • Answered passengers' questions and provided solutions to issues arising during flights.
  • Ensure safety and comfort of customers onboard aircraft.
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
  • Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
  • Served beverages and food items from refreshment cart and provided information about in-flight offerings to passengers.
  • Demonstrated proper use of safety equipment and seatbelts to inform and educate 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.
  • Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
  • Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
  • Drove passenger satisfaction by answering questions and providing solutions to issues arising during flights promptly.
  • Relayed updates and information to passengers after confirming key details with pilot and Customer Service Manager
  • Relayed updates and information to passengers after confirming key details with pilot and Customer Service Manager.
  • Offered personalized assistance to children, elderly and passengers with special needs.
  • Controlled entertainment for passengers through onboard video and audio systems.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Answered passenger questions and provided solutions to issues arising during flights
  • Verified aircraft and passenger compliance with policies, regulations and safety guidance
  • Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers
  • Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff
  • Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements
  • Ensured safety and comfort of customers onboard aircraft

Resident Support Officer

Covid Quarantine Victoria
, VIC
11.2020 - 04.2022
  • Addressed emergency situations encountered following policies, procedures and strategies.
  • Responded to emergency and non-emergency calls relayed from dispatcher or supervisor.
  • Completed mobile and foot patrols in assigned area to identify and deter criminal activities.
  • Notified emergency personnel of incidents requiring medical assistance and aid.
  • Followed strict Covid polices and regulation
  • Worked with other team members and coordinated arrival and departures from hotels
  • Attended to customer needs and queries
  • Attended to the wellbeing and mental heath of guest
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
  • Carried out day-to-day duties accurately and efficiently
  • Developed and maintained courteous and effective working relationships
  • Used coordination and planning skills to achieve results according to schedule
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
  • Increased customer satisfaction by resolving issues
  • Learned new skills and applied to daily tasks to improve efficiency and productivity
  • Maintained energy and enthusiasm in fast-paced environment
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Identified issues, analyzed information and provided solutions to problems
  • Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
  • Actively listened to customers' requests, confirming full understanding before addressing concerns
  • Resolved problems, improved operations and provided exceptional service
  • Developed team communications and information for meetings

Customer Service Representative

Woolworth's Group
Kyneton, VIC
04.2020 - 11.2020
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Provided information regarding charge accounts and loyalty programs.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Trained staff on operating procedures and company services.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales
  • Maintained up-to-date knowledge of product and service changes
  • Responded proactively and positively to rapid change

Flight Attendant

Ansett Airlines
Melbourne
08.1994 - 09.2001
  • Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
  • Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
  • Answered passengers' questions and provided solutions to issues arising during flights.
  • Ensure safety and comfort of customers onboard aircraft.
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
  • Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
  • Served beverages and food items from refreshment cart and provided information about in-flight offerings to passengers.
  • Demonstrated proper use of safety equipment and seatbelts to inform and educate 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.
  • Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
  • Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
  • Drove passenger satisfaction by answering questions and providing solutions to issues arising during flights promptly.
  • Offered personalized assistance to children, elderly and passengers with special needs.
  • Carried out day-day-day duties accurately and efficiently.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.

Customer Service Officer

Kendell Airlines
Melbourne Airport, VIC
05.1992 - 08.1994
  • Relayed updates and information to passengers in friendly and timely manner
  • Administered first aid to passengers experiencing medical emergencies.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided support and guidance to less experienced staff
  • Resolved concerns with products or services to help with retention and drive sales.
  • Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
  • Promoted company brand and unique offerings through personalized customer service.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Offered basic technical support for clients on wide range of company products.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
  • Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
  • Promoted company brand and unique offerings through personalized customer service
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints
  • Responded to customer requests for products, services and company information

Flight Attendant

Kendell Airlines
Melbourne
01.1994 - 07.1994
  • As a Flight Attendant, I worked independently on the SAAB 340 aircraft
  • My duties included all public address announcements, safety demonstrations, administration of first aid, interaction between the flight crew and the ground crew and a very high standard of customer service and support.
  • Verified aircraft and passenger compliance with policies, regulations and safety guidance
  • Answered passenger questions and provided solutions to issues arising during flights
  • 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
  • Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements
  • Relayed updates and information to passengers after confirming key details with pilot
  • Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff
  • Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations
  • Ensured safety and comfort of customers onboard aircraft
  • Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers
  • Resolved passenger conflicts and medical emergencies during flights
  • Offered personalized assistance to children, elderly and passengers with special needs
  • Proved successful working within tight deadlines and fast-paced atmosphere

Travel Consultant

ANZ Travel
Melbourne
01.1990 - 02.1991
  • Provided high level of customer service in relation to travel arrangements for holidaymakers, business travellers and groups
  • Worked closely with clients to understand unique needs and meet specific travel desires
  • Organized trips for individual, family and business travellers
  • Informed clients of travel policies and utilized preferred vendors to maximize company profits
  • Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations
  • Completed accurate reservations for business travellers at point of sale

Education

Associate of Arts - Travel And Tourism

Box Hill Institute of TAFE
Melbourne, VIC
12.1989

High School Diploma -

John Paul College
Frankston, VIC
12.1986

Skills

  • Customer Service
  • Interpretation and Translation Services
  • Upselling Products and Services
  • Responding to Difficult Customers
  • Understanding Customer Needs
  • Issue and Complaint Resolution
  • Upbeat and Positive Personality
  • Calm and Professional Under Pressure
  • Building Customer Trust and Loyalty
  • Service Recommendations
  • Excellent Attention to Detail
  • Corporate Standards
  • Cultural Awareness
  • Resident hall supervision
  • Team support

References

Chris Roberts - croberts@qantas.com.au


Michael Russell - mickrussell@qantas.com.au (CPM)

Timeline

Resident Support Officer

Covid Quarantine Victoria
11.2020 - 04.2022

Customer Service Representative

Woolworth's Group
04.2020 - 11.2020

Flight Attendant

Qantas Airways
07.2002 - Current

Flight Attendant

Ansett Airlines
08.1994 - 09.2001

Flight Attendant

Kendell Airlines
01.1994 - 07.1994

Customer Service Officer

Kendell Airlines
05.1992 - 08.1994

Travel Consultant

ANZ Travel
01.1990 - 02.1991

Associate of Arts - Travel And Tourism

Box Hill Institute of TAFE

High School Diploma -

John Paul College

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