Nikira Mau
Cairns,QLD
Summary
Personable and dedicated Customer Service Representative with extensive experience in Aviation industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Check-in Agent
Skytrans Aviation
Cairns, QLD
01.2023 - Current
- Resolved customer complaints or issues in a timely manner.
- Coached staff on strategies to enhance performance and improve customer relations.
- Updated flight manifests with any changes in seating arrangements or passenger numbers.
- Answered incoming calls from customers regarding flight statuses, cancellations and delays.
- Worked diligently to resolve booking, fare and regulations issues alongside passengers and travel agents.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Ground Service Manager
Oceania Aviation Services
Horn Island, QLD
01.2020 - 01.2023
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Created employee work schedules to keep shifts properly staffed.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Motivated and supported employees to maintain low turnover.
- Adhered to customer service standards to foster satisfaction and retention.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion
Ground Service Manager
Business Leisure and Travel
Horn Island, QLD
10.2017 - 12.2019
- Motivated and supported employees to maintain low turnover.
- Created employee work schedules to keep shifts properly staffed.
- Guided department employees on changes from management.
- Oversaw and managed loading, unloading and security of aircraft cargo.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Operated conveyor belts, push-back tractors and aircraft tugs daily.
- Utilized mathematical functions to interpret aircraft weight and balance loading instructions.
Customer Service Supervisor & Ramp Leading Hand
Oceania Aviation Service
Yulara, Ayers Rock, NT
10.2015 - 09.2017
- Oversaw ramp agents by assessing performance, determining schedules and training on proper procedures.
- Maintained crew compliance with FAA, OSHA, TSA and airport guidelines.
- Completed mathematical calculations and prepared load plans.
- Loaded and unloaded aircraft cargo, passenger baggage and freight.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Complied with company policies, objectives and communication goals.
Education
High School Diploma -
Tagai State High School
Thursday Island11.2004
Skills
- Reliable & trustworthy
- People skills
- Problem resolution
- Relationship building
- Communication
- Planning & organizing
- Friendly, positive attitude
- Organization
- Active listening
Referees
Farina Kirk - Customer Service Supervisor
Email: fkirk@oceaniaaviation.com
Mobile: 0429 935 964
Ben Sells - Ground Service Manager
Email: bsells@oceaniaaviation.com
Mobile: 0402 737 737
Timeline
Check-in Agent
Skytrans Aviation
01.2023 - Current
Ground Service Manager
Oceania Aviation Services
01.2020 - 01.2023
Ground Service Manager
Business Leisure and Travel
10.2017 - 12.2019
Customer Service Supervisor & Ramp Leading Hand
Oceania Aviation Service
10.2015 - 09.2017
High School Diploma -
Tagai State High School
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