Rachel Ivory
Fitzroy,Australia
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Aviation industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients and colleagues. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Guest Service Officer
The Ascott
01.2024 - Current
- Built strong relationships with repeat guests, recognizing their preferences and anticipating their needs upon arrival.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Utilized property management software RMS proficiently to manage reservations, billing, and guest profiles efficiently.
- Handled guest complaints with professionalism, working to find satisfactory resolutions in a timely manner.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness.
- Monitored inventory levels of front desk supplies, placing orders as necessary to maintain optimal stock levels.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Cafe Supervisor/Events Manager
Darling Group
12.2022 - 11.2023
- Proactively lead the Front of House team to deliver exceptional customer service to customers addressing concerns promptly and professionally.
- Managed administrative logistics of events planning and cafe management, such as rostering, financial administration and completing daily reports.
- Managed up to 400 covers at weekend seatings in the Cafe
- Hired and cross-trained staff members for various event-specific functions and assessed employees' understanding of associated processes and procedures.
- Received training in IMOPS and Redcat Systems, booking software SevenRooms & Tripleseat and Workforce management applications, such as Deputy and Found U.
Customer Service Agent (CSA)
American Airlines
03.2022 - 10.2022
- Responsible for checking-in passengers and overseeing the turn around of a 234 seat Boeing 787
- Worked as part of a team to resolve any issues that arose regarding aircraft servicing, maintenance, and general ground operations in a swift and timely manner
- Received training as aComplaints Resolution Officer (CRO), dealing mainly with complaints from passengers with disabilities and as a Baggage Service Officer (BSO), tasked with resolving any issues regarding lost or damaged baggage
- Received training in Qik/Sabre and Airline Ticketing
- Post flight duties included writing detailed flight reports, compiling statistics, and general office administration.
Cargo Agent
Swissport
11.2021 - 02.2022
- Responsibilities as a Cargo Agent included general office administration and face to face customer service in a fast-paced environment
- Received training with Cargospot, Swissport’s international cargo database
- Ensured compliance with industry regulations and company policies in all aspects of cargo handling and documentation
- Maintained a high level of accuracy in data entry, ensuring all relevant information was captured in the system
- Prepared hazardous material shipments in compliance with safe handling practices
- Compiled accurate cargo manifests, avoiding shipping errors and meeting regulatory standards for the importation and exportation of cargo on board commercial/chartered flights and domestic/international trucks
Cabin Crew
Aer Lingus
01.2007 - 10.2021
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays, developing skills to address unexpected situations in a swift and timely manner
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
- Led safety demonstrations before each flight, educating passengers on proper use of equipment and emergency exits.
- Enhanced customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
- Maintained Annual License Certifications and received ongoing training in First Aid, SEP & SOP's
Education
Certificate in Music Management - Music Management
Ballyfermot College of Further Education
Dublin, Ireland06.2006
High School Diploma -
Scoil Mhuire Trim
Trin, Co. Meath, Ireland06.2005
Skills
- Customer Service
- Complaint Handling
- Computer Skills
- Flexible Schedule
- Administrative Skills
- Documentation And Reporting
- Staff Scheduling
- Time Management
- Problem-Solving
- Emergency Response
- First Aid Training
- Detail Oriented
References
References available upon request.
Timeline
Guest Service Officer
The Ascott
01.2024 - Current
Cafe Supervisor/Events Manager
Darling Group
12.2022 - 11.2023
Customer Service Agent (CSA)
American Airlines
03.2022 - 10.2022
Cargo Agent
Swissport
11.2021 - 02.2022
Cabin Crew
Aer Lingus
01.2007 - 10.2021
Certificate in Music Management - Music Management
Ballyfermot College of Further Education
High School Diploma -
Scoil Mhuire Trim
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