Rhiannon Donnison
Briar Hill,VIC
Summary
CONTACT
As a First Host I have been able to demonstrate that I have a clear
understanding of the role and what is required to deliver a
personalised and exceptional experience for our premium
customers.
I am trained across First and Business international Lounges
I have knowledge of all frequent Flyer and Loyalty programs
Proficient use of Qantas Checkin system
Upgrade on departure experience
Experience in delay management
Strong Problem solving and proritisation skills.
Understanding of aviation legislation and ensure compliance
knowledge of customer service recovery techniques.
Overview
19
19
years of professional experience
Work History
Team Leader
CQV Transport
Mickelham, Vic
07.2020 - Current
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Implemented new working processes to deliver multiple improvements.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Maintained team compliance with company standards, safety practices and regulatory and environmental requirements.
First Host
Qantas Airways
Melbourne Airport, VIC
10.2016 - 06.2021
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Trained new personnel regarding company operations, policies and services.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Maintained up-to-date knowledge of product and service changes.
Business Owner/Operator
Main Street Music & South Morang Music School
Greensborough & South Morang, Vic
01.2006 - 10.2016
- Manage and operate front desk
- Invoice accounts and receive payments for over 400 students
- Follow up on outstanding accounts
- Ensure teacher contracts and working with children checks are current and up to date
- Organise teacher schedules
- Organise fill in and replacement teachers
- Payroll for 36 teachers
- Handle all telephone, email and social media enquiries
- Manage tuition bookings
- Take care of student absences and makeup lessons
- Planing and preparation for student and teacher performance days
- Organise charity events
- Follow up new leads
- Generate new leads
- Design and market advertising material
- Social media advertising and marketing
- Create and generate student progress reports
- Website design and maintenance
Cabin Crew
Tiger Air
Melbourne Airport, VIC
06.2010 - 12.2011
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Consistently deliver an outstanding standard of customer service and maintain this standard throughout the flight
- Ensure that all emergency equipment is present and in working order prior to take off
- Be able to deal with security and emergency situations which may arise
- Carry out pre-flight duties, including checking the safety equipment, ensuring the aircraft is clean and tidy
- Welcome passengers on board and directing them to their seats, assist with hand luggage or any seating issues
- Inform passengers of the aircraft safety procedures and ensuring that all hand luggage is stowed away and exits are not obstructed
- Check all passenger seat belts and galleys are secure prior to take-off
- Serving light meals and refreshments to passengers
- Ensure that passengers disembark safely at the end of a flight
- Stay current with all safety and emergency procedures
- Worked flexible hours across night, weekend and holiday shifts.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Accomplishments
- KELLY SERVICES
- Adm in ist rat ion & Cu st om er Ser vice
- Kelly services provided me the chance to develop new skills through exposure to different systems and processes
- I have worked for some of
- Australia?s most well known corporations in a customer focused & administration capacity
- Telstra
- Commonwealth Bank
- National Australia bank Financial services
- Myer customer complaints & resolution department
- EXPERIENCE
- EDUCATION ELTH A M SECO N DA RY CO LLEGE
- Com plet ion of VCE
- QUALIFICATIONS CERTIFICATES CU RREN TAND PREVIO U S
- CERTIFICATEIII Customer service / Engagement
- Current AVSTAR - Dangerous Goods Course
- RSA - Responsible Service Of Alcohol
- Senior First Aid Certificate
Timeline
Team Leader
CQV Transport
07.2020 - Current
First Host
Qantas Airways
10.2016 - 06.2021
Cabin Crew
Tiger Air
06.2010 - 12.2011
Business Owner/Operator
Main Street Music & South Morang Music School
01.2006 - 10.2016
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