Patricia Termine

Responsible for coordinating the daily operational activities for the Melbourne Customer Experience Team ensuring the delivery of a Premium Customer Experience.

Provides leadership, coaching, and performance feedback for all team members on shift.

Develops new employees, conducts training needs analysis.
Handles complaints, provides solutions and alternatives within appropriate timeframes and follow up to achieve resolution.

Manages disruptions for above-the-wing in an efficient and effective manner, ensuring service recovery and budgetary implications are considered.
Monitors operational requirements to ensure optimal use of available resources.
Conducts regular workplace inspections, identifies and reports safety hazards providing mitigating strategies as required.

Accountable for the delivery of a safe, secure, compliant and planned operation across all Terminals (T1,T2,T3,T4).

Provide leadership, direction and feedback to the day of operations team and act as an escalation point on-shift as required.

Review service provider performance versus plan and contract.

Actively drive safety improvements and continually promote safety as a core value.

Airport Emergency Response including fire, security and medical emergencies.

Manage the on- shift airport operational activities in accordance with Melbourne Airport policies and procedures.

Responsible for conduct incident reporting, investigation and follow up.

Drive operational excellence throughout all aspects of the day of operations including all available resources on shift and systems and processes to improve performance, safety and customer satisfaction.

Analysing business performance against operational and financial KPIs.
Lead VIP facilitation planning with relevant stakeholders.

Build strong and credible relationships that enable high levels of performance through influencing, inspiring and motivating multiple workgroups to deliver expected standards.

Drive continuous improvement and operational excellence to reduce cost, complexity, silos and duplication.

Support the management of the day to day performance of internal and external suppliers ensuring that SLA’s and delivery schedules are met.

Regularly corresponded and negotiated with Union delegates, ensuring that no conflicts impact the day-to-day business running and I could ensure smooth business operation.

Team Leadership.

Support the delivery of a seamless Premium experience by overseeing all lounge related activities.

Supporting important internal and external high-profile corporate events.