RACHAEL BROWN
North Lakes
Summary
Professional airport service provider adept at assisting passengers and ensuring seamless travel experiences. Leveraged expertise in customer relations to enhance satisfaction and operational efficiency. Known for collaborative teamwork and adaptability in dynamic environments, with strong problem-solving skills and effective communication.
Overview
15
15
years of professional experience
Work History
Project Administrator
Storepro
07.2023 - 12.2024
- Orchestrated cross-functional teams in retail fitout projects, maintaining effective communication between contractors, suppliers, and stakeholders.
- Implemented new project tracking methodologies, enhancing financial oversight and improving project delivery timelines.
- Led retail fitout projects worth up to $730,000, delivering over $93,000 in profits through strategic vendor management and precise financial oversight.
Membership Experience Specialist
Velocity Frequent Flyer (Virgin Australia)
11.2020 - 12.2022
- Led first-line support and training coordination for Manila team, implementing new fare structures and Salesforce system while fostering stakeholder relationships.
- Cultivated strong partnerships with internal and external stakeholders to drive continuous improvement in customer service delivery
- Managed end-to-end coordination of training schedules and system updates, ensuring thorough preparation for commercial changes.
Systems Analyst
Virgin Australia
03.2020 - 11.2020
- Coordinated with cross-functional teams to resolve complex technical issues, ensuring seamless integration of airline operational systems
- Spearheaded system upgrade projects, introducing new functionalities while maintaining system stability and user experience
- Developed and executed system improvement strategies, focusing on enhancing core functionalities while maintaining operational excellence
Airport Guest Services Advisor
Virgin Australia
01.2019 - 03.2020
- Bridged communication between frontline staff and management through regular field engagement, identifying operational challenges and implementing practical solutions
- Optimised guest touch points from check-in to boarding, while maintaining rigorous safety standards and delivering exceptional service recovery solutions.
- Enhanced guest experience across multiple touch points while maintaining strict safety protocols, leading to improved customer satisfaction and operational efficiency
Airport Guest Services Coordinator
Virgin Australia
03.2012 - 01.2019
- Led airport guest services operations, orchestrating team performance, disruption management, and high-value passenger handling while maintaining service excellence standards
- Mentored and guided guest service agents through complex operational challenges, fostering professional growth and ensuring consistent service delivery
- Streamlined pre-flight processes and financial reconciliation procedures while managing critical guest seating assignments and transaction handling
- Coordinated with cross-functional teams to resolve service disruptions and technical issues, ensuring seamless airport operations and guest satisfaction
Reservation Agent
Mindpearl (V Australia Account)
11.2009 - 03.2012
- Streamlined queue and disruption handling, minimising delays and optimising resource allocation.
- Managed complex airline reservations and e-ticketing operations while resolving customer queries through multiple channels, ensuring accurate documentation and swift issue resolution.
- Provided comprehensive airport assistance and reservation support, delivering personalised solutions to enhance travel experiences and resolve booking challenges.
Education
CPR And First Aid -
Australia Wide First Aid
North Lakes, QLD03-2024
Diploma of Tourism And Travel Management -
Southbank Institute of Technology
Southbank07-2010
High School Diploma -
Clontarf Beach State High School
Clontarf, QLD11-2008
Skills
- Ground operations knowledge
- DCS knowledge
- Disrupt handling and management
- Excellent customer service
- De-escalation skills
- Effective interpersonal and cross-culture communication skills
- Quick learner with systems
- Advanced knowledge in fares and ticketing
- Safety first approach to all aspect of work
- Decision-making under pressure
- Attention to detail and accuracy
- Time management and prioritization
- Microsoft and Google Suite programs
- Sabre
- Amadeus
- ServiceNow
- Salesforce
- JIRA
Languages
English
Native or Bilingual
Samoan
Native or Bilingual
Referees
David McIntyre
QLD State Manager
Storepro
0421 792 015
Grace Angelovski
Membership Services Leader
Velocity Frequent Flyer
0416 986 477
Llewellyn Jones
Leader, Airport Standards
Virgin Australia
0434 601 871
Timeline
Project Administrator
Storepro
07.2023 - 12.2024
Membership Experience Specialist
Velocity Frequent Flyer (Virgin Australia)
11.2020 - 12.2022
Systems Analyst
Virgin Australia
03.2020 - 11.2020
Airport Guest Services Advisor
Virgin Australia
01.2019 - 03.2020
Airport Guest Services Coordinator
Virgin Australia
03.2012 - 01.2019
Reservation Agent
Mindpearl (V Australia Account)
11.2009 - 03.2012
CPR And First Aid -
Australia Wide First Aid
Diploma of Tourism And Travel Management -
Southbank Institute of Technology
High School Diploma -
Clontarf Beach State High School
Similar Profiles
Liam HobartLiam Hobart
Assistant Manager at KFCAssistant Manager at KFC
Gemma LiddellGemma Liddell
Retail Manager at Priceline Pharmacy North LakesRetail Manager at Priceline Pharmacy North Lakes
Lachlan WallaceLachlan Wallace
Owner at Wallace Wheelie Bin WashingOwner at Wallace Wheelie Bin Washing