OLIVIA BARILLARO
Airport West,Australia
Summary
Outgoing and highly sociable individual with a strong background in customer service. Currently employed at Melbourne Airport with one of the largest international ground handlers, D'nata. Excel in face-to-face customer service roles due to friendly, patient, and approachable personality. Deeply understand the importance of delivering exceptional customer service and have experience interacting with individuals from diverse backgrounds and ethnicities. Developed strong time management skills through 7 years of shift work. Also contributed to the Covid frontline effort by assisting DHHS and DJCS in processing returning international passengers into hotel quarantine in Melbourne as a secondment with D'nata.
Overview
15
15
years of professional experience
Work History
Baggage Service Officer
D'nata Airport Services
11.2021 - Current
- Coordinating the offload process of passenger baggage on arrival to baggage carousels
- Assisting passengers with queries / reports on missing or damaged luggage
- Making announcements in the baggage hall for incoming flights and baggage information
- Contacting passengers and organising courier service to deliver delayed baggage to passengers once received in Melbourne
- Rushing missed bags from Melbourne to the relevant destinations
- Communicating with passengers and offering assistance where needed
- Liasing with airline representatives
- Knowledge of baggage tracing systems (World Tracer, Emirates Baggage Connect)
Etihad Check in agent
D'nata Airport Services
11.2018 - Current
- Experience using Sabre and Carina DCS check in systems
- Setting up the counters for check in with the relevant airline stock
- Following Airline procedures
- Assisting with the coordination of passengers between the terminal and the aircraft
- Dealing with code share bookings
- Assisting guests with excess baggage
- Checking relevant visa and travel documentation, Que combing at check in desks
- Asking the relevant security and check in questions
- Redirecting passengers in the event of cancelled flights
- Assisting with boarding procedures
- Escorting passengers to and from the airline lounges
- Assisting passengers and the general public with any inquiries
- Communicating clearly over the radio
- Assisting passengers with special needs or requirements (eg, passengers requiring wheelchairs etc.)
- Operating the buggy throughout the terminal
- Setting up gates for inbound flights
- Assisting passengers with luggage
- Escorting unaccompanied minors or young persons
- Escorting passengers through customs/ quarantine
- Liaising with airline staff and authorities
- I have received two customer service (NAJIM) awards during my time on check in
Assisting DHHS (secondment)
D'nata Airport Services
04.2020 - 11.2020
- Greeting returning passengers
- Collecting passenger details and passport information
- Taking any special requests or needs of each passenger for the hotels
- Directing passengers from disembarkation
- Handing out relevant paperwork to passengers
- Handing refreshment packs to each passenger
- Directing passengers to the busses once retrieving their luggage
- Communicating with supervisors and hotel staff on the departure of busses from the airport
- Liaising with government officials
Assisting DJCS (secondment)
D'nata Airport Services
12.2020 - 04.2020
- Correctly donning and doffing full PPE
- Daily mandatory Covid testing
- Greeting returning passengers
- Handing out refreshment packs
- Assisting passengers with filling in the VQAF (Victorian Quarantine Arrival Form) for the hotels
- Noting any special requests, dietary or medical requirements
- Using interpreter service where necessary
Andrews Airport Parking
01.2015 - 12.2016
- Greeting and welcoming customers
- Assisting customers with luggage
- Handling telephone enquiries and bookings
- Coordinating the rotation of shuttle busses to and from the airport and communicating clearly over the two way radio
- Providing customers with clear directions of pick up and drop off locations at the airport
- Taking care when driving customers cars into a “ready locations” upon arrival from the airport
- Dealing with customer complaints, i.e detailing or damage related
- Liaising with travel agents
- General cleaning duties
- Communicating with other departments such as yard and detailing staff
- Filing
- Taking payments
- Settlement of terminals and payments
- Attending to emails and online bookings
- Money handling/banking
Susie Q Cake Decorating Centre
01.2010 - 12.2015
- Handling telephone and customer enquiries
- Taking orders
- General cleaning
- Replenishing of stock
- Communicating with customers
- Dealing with customer feedback or complaints and providing solutions
- Assisting customers with product choice
- Providing customers advice
- Assisting with the organisation of cake decorating classes
- Sales
Education
Bachelor of Educational Studies - Education
Swinburne University of Technology
Melbourne, VIC11-2030
Certificate III - fitness
Australian Institute of Fitness
05.2013
Certificate I - Vocational Preparation
Australian Institute of Fitness
05.2013
Certificate IV - Business Sales
Australian Institute of Fitness
05.2013
Senior First Aid -
Australian Institute of Fitness
03.2013
VCE certificate - English, English: Literature, Health and Human Development, Legal Studies, Psychology, Religion and Society
St Columba's College
01.2011
Skills
- Customer Service
- Time Management
- Interpersonal Skills
- Problem Solving
- Adaptability
- Teamwork
- Crisis Management
References
- Lachlan Blair, Supervisor at D’nata, 0434 677 963
- Paul Libeau, Manager at D’nata, 0466 886 605
- Carol Sifonios, Supervisor, Susie Q, 0431 095 115
Personal Information
Date of Birth: 03/14/94
Timeline
Baggage Service Officer
D'nata Airport Services
11.2021 - Current
Assisting DJCS (secondment)
D'nata Airport Services
12.2020 - 04.2020
Assisting DHHS (secondment)
D'nata Airport Services
04.2020 - 11.2020
Etihad Check in agent
D'nata Airport Services
11.2018 - Current
Andrews Airport Parking
01.2015 - 12.2016
Susie Q Cake Decorating Centre
01.2010 - 12.2015
Certificate I - Vocational Preparation
Australian Institute of Fitness
Certificate IV - Business Sales
Australian Institute of Fitness
Senior First Aid -
Australian Institute of Fitness
VCE certificate - English, English: Literature, Health and Human Development, Legal Studies, Psychology, Religion and Society
St Columba's College
Bachelor of Educational Studies - Education
Swinburne University of Technology
Certificate III - fitness
Australian Institute of Fitness
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