Sarah Elford
Caboolture,Australia
Summary
Dynamic customer service professional with a proven track record at Qantaslink, excelling in problem resolution and conflict management. Recognized for enhancing client satisfaction through effective communication and a compassionate approach. Adept at utilizing data management tools and fostering teamwork to drive results and maintain high standards of service delivery.
Overview
4
4
years of professional experience
Work History
Customer Service Officer
Qantaslink
Brisbane, Qld
07.2023 - Current
- Delivered professional customer service across multiple communication channels.
- Established trust with customers through effective communication techniques.
- Managed escalated complaints and disputes with tact and professionalism.
- Executed service desk duties to address late flights, ensuring passenger satisfaction.
- Maintained clear communication between customers and teams to improve service delivery.
- Provided exceptional service during check-in and boarding processes.
- Ensured compliance with aviation safety and security regulations for passengers and baggage.
- Collaborated with Airport Management, Customer Service Officers, Cabin Crew, and Baggage Handlers for efficient turnaround times.
- Operating the aerobridge for the E190/A220 arrival and departure.
- Preflight editing
Aami Insurance Specialist
Suncorp
Brisbane, Qld
06.2021 - 07.2023
- Cultivated customer relationships to enhance client retention and expand customer base.
- Resolved complex issues by conducting thorough research and analysis.
- Managed denials, late payments, and extensions through proactive follow-up with stakeholders.
- Closed sales on new policies by effectively presenting insurance options to clients.
- Analyzed organizational structures and common contract clauses to inform policy recommendations.
- Identified customer needs and upsold products by providing tailored solutions.
- Delivered exceptional support by leveraging extensive knowledge of company offerings.
- Engaged customers through clear explanations of document details to ensure understanding.
Property Management Assistant
My personal property manager
Sandstone Point, Qld
- Contacted tenants to collect overdue rent and discuss important issues.
- Inspected properties regularly to identify deficiencies and schedule repairs.
- Handled resident complaints and expedited maintenance requests effectively.
- Coordinated with maintenance and contractors to ensure timely turnovers after move-outs.
- Collected monthly assessments, rental fees, deposits, and payments accurately.
- Developed strong relationships with owners and tenants to minimize conflicts.
- Met with prospective tenants to showcase properties and assess applications.
- Updated tenant and unit information in housing database for accuracy.
Project Administrator
Mammoet wind
Ballarat, Vic
- Served as primary contact for project scheduling and change management to ensure progress alignment.
- Sustained safety protocols and budget controls through efficient equipment and materials usage.
- Defined project deliverables while monitoring task statuses throughout project lifecycle.
- Maintained organized and clean work areas in compliance with industry standards.
- Utilized spreadsheets, calendars, and reports to evaluate productivity and track progress.
- Developed work teams by delegating tasks based on individual strengths.
- Maintained logs of on-site operations and communicated findings to supervisors.
- Purchased equipment and materials to eliminate shortages and avoid delays.
Education
High School Diploma -
Portland Secondary College
Portland VicPolice check
CertIV in personal training
Responsible service alcohol
First Aid & CPR
National crime check
Recongnising & responding to family violence
ASICS
Airside Drivers Authority (ADA)
Responsible Service of Alcohol
Pre employment medical - Qantaslink
Skills
- Problem resolution
- Active listening
- Decision-making
- Customer service excellence
- Data management
- Reliability and responsibility
- Planning and organization
- Team building
- Conflict resolution
- Interpersonal skills
- Organizational skills
- Collaboration and talent development
- Customer focus and self-awareness
- Professional presentation
- Results orientation
- Integrity and accountability
- Positive attitude and empathy
- Attention to detail
- Complaint resolution
- Ability to work under pressure
- Self-motivation and leadership
- Computer proficiency
- Effective stakeholder communication
- Adaptability and resilience
- Caring customer interactions
- Aircraft safety knowledge
Referees
Joanne Anderson ( CSS Qantaslink)
0407 588 919
Joanne.anderson@qantas.com.au
Kirsty Harvey ( Qantaslink Trainer)
Kirstyharvey@me.com
Timeline
Customer Service Officer
Qantaslink
07.2023 - Current
Aami Insurance Specialist
Suncorp
06.2021 - 07.2023
Property Management Assistant
My personal property manager
Project Administrator
Mammoet wind
High School Diploma -
Portland Secondary College
Police check
CertIV in personal training
Responsible service alcohol
First Aid & CPR
National crime check
Recongnising & responding to family violence
ASICS
Airside Drivers Authority (ADA)
Responsible Service of Alcohol
Pre employment medical - Qantaslink
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