Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Scott McGuire

Gold Coast,QLD

Summary

I have over 36 years in customer service/operational roles specialising in the airline industry for 32 of them. During my time I have fulfilled roles from CSO to Airport duty Manager and I have extensive knowledge in the operational management of day to day operations of an airline. I have excellent skills in conflict management and I believe my experience in both customer facing and operational duties would make me a excellent candidate.

Overview

30
30
years of professional experience

Work History

Team Leader/Relief Airport Duty Manager

Jetstar Airways
03.2005 - Current
  • Co-ordination of day to day whole of operation for Jetstar Coolangatta airport ,monitoring staff and aircraft turns to deliver on time departures and best customer experience.
  • Major conflict management skills due to delay and cancellation handling.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Cultivated positive relationships with airport stake holders such as Gcal , border force and AFP as well as internal operational departments i'e (head office operations , engineering ,ramp /loading staff)
  • Mentored and guided employees to foster proper completion of assigned duty's.
  • Excellent time management skills and demonstrated ability to work under pressure with focus to on time departures and reduce passenger conflict.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.


Customer Service Agent

Qantas Airways
05.2002 - 03.2005


  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.


Operations Co-ordinator

Ansett Airlines
07.1993 - 09.2001
  • Worked well in a team setting, providing support and guidance.
  • Developed strong organizational and communication skills.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Developed strong communication and organizational skills through working on group projects.
  • Excellent communication skills, both verbal and written.
  • Co-ordination of day to day operation for Ansett Coolangatta.
  • Direct passenger interaction during delays and cancellation.
  • Full knowledge of all required duties i.e Ticketing/reservations,Tarmac/dispatch,Lost baggage recovery,Domestic and International Checkin,Daily Account Balance,Stock Control,Staff Training

Education

High School Diploma -

Merimac High School
Gold Coast, QLD
11.1985

First Aid Certificate
Care Action Plan
10.2018

Skills

  • Effective Customer Service
  • Conflict Resolution
  • Job Assignments
  • People Management
  • Leadership
  • Safety Processes
  • Coaching and Mentoring
  • Key Performance Indicators (KPI)
  • Team Meeting Facilitation
  • Staff Training

Accomplishments

Galaxy Award Nominee August/September 2011

Timeline

Team Leader/Relief Airport Duty Manager

Jetstar Airways
03.2005 - Current

Customer Service Agent

Qantas Airways
05.2002 - 03.2005

Operations Co-ordinator

Ansett Airlines
07.1993 - 09.2001

High School Diploma -

Merimac High School

First Aid Certificate

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Scott McGuire