Summary
Overview
Work History
Education
Skills
Timeline
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Sarah Bell

Kirrawee

Summary

Dedicated Customer Service Agent with 27 years of experience in the airline industry. Known for delivering exceptional service and care to customers. Expertise in customer engagement and effective communication in high-pressure environments. Skilled in problem-solving and making timely decisions to ensure smooth operations and satisfied customers and stakeholders.

Overview

31
31
years of professional experience

Work History

Movement Coordinator

Qantas
01.2023 - Current
  • Monitoring arriving and departing aircraft at both Sydney International and Domestic Terminals
  • Liaising with multiple stakeholders to ensure on time departures
  • Identify issues that may cause potential delays and devise a plan to minimise the disruption
  • Communicate with stakeholders regarding their requirements and outcomes
  • Multitask and prioritise situations of importance within a tight timeframe to ensure positive outcomes
  • Proficient in Altea and basic knowledge in Compass
  • Enhanced customer satisfaction by responding promptly to inquiries and addressing inquiries.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Customer Service Agent

Qantas
01.2002 - 01.2023
  • Provided product knowledge to customers, facilitating informed decisions on travel options.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Trained staff on operating procedures and company services.
  • Completed Train the trainer.
  • Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
  • Assisted customers with flight bookings, modifications, and cancellations using internal systems.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.

Endorsed Enrolled Nurse

Various locations
01.2007 - 01.2015
  • Administered medications and treatments according to established protocols and patient care plans.
  • Remained calm during high-stress, critical situations, demonstrating sustained focus and problem-solving in real-time.
  • Collaborated with interdisciplinary teams for optimized patient treatment plans and outcomes.
  • Monitored patient vital signs, reporting changes to healthcare team for timely interventions.
  • Educated patients and families on health management, medication usage, and preventative care strategies.
  • Performed accurate documentation of patient assessments, interventions, and outcomes in compliance with regulatory standards.
  • Provided emotional support to patients'' family members during critical incidents, strengthening overall trust in the healthcare team.
  • Educated family members and caregivers on patient care instructions.

Reservations / Airport Customer Service

Ansett
01.1995 - 01.2001
  • Delivering all areas of airline ground operations including checkin and aircraft arrivals and departures.
  • Delay handling, identifying and prioritising problems
  • Answering customer enquires and complaints
  • Reservations Team Leader
  • Making flight, accommodation and car hire reservations
  • Proven ability to learn quickly and adapt to new situations.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Education

TAFE Endorsed Enrolled Nursing - Endorsed Enrolled Nursing

St George Tafe
Kogarah, NSW
2007

Higher School Certificate -

Inaburra
Bangor, NSW
1994

Skills

  • Multitasking and organization
  • Customer service
  • Adaptability and flexibility
  • Verbal and written communication
  • Task prioritization
  • Conflict resolution
  • Clear communication
  • Attention to detail
  • Problem-solving

Timeline

Movement Coordinator

Qantas
01.2023 - Current

Endorsed Enrolled Nurse

Various locations
01.2007 - 01.2015

Customer Service Agent

Qantas
01.2002 - 01.2023

Reservations / Airport Customer Service

Ansett
01.1995 - 01.2001

TAFE Endorsed Enrolled Nursing - Endorsed Enrolled Nursing

St George Tafe

Higher School Certificate -

Inaburra

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Sarah Bell