SHANNETTE TERESA DAVIES
24,Mcdonnell Street,Raby,NSW
Summary
A B.A graduate with 9+ years of experience in the airline industry with a proven track record of effectively responding to emergency situations and maintaining calm demeanor under pressure. I'm a hard worker who is willing to learn and contribute to team success with a desire to take on new challenges. Organized,motivated and eager to apply time management and organizational skills in various environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Call Center Agent
Telstra Triple 000 Emergency Services
Sydney, NSW
11.2023 - 01.2024
- Consulted with customers regarding needs and addressed concerns.
- Assisted over 10,000+ callers per week in fast-paced environment.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Managed high-volume of inbound and outbound customer calls.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Evaluated customer feedback to identify areas for improvement in the call center operations.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
Flight Attendant(Cabin Crew In Charge)
IndiGo Airlines(Interglobe Aviation PVT LTD)
Chennai, Tamil Nadu,India
05.2014 - 05.2023
- Attended trainings in customer service, conflict resolution techniques,time management,leadership qualities and safety procedures to remain current on new requirements and procedures.
- Lead a team of five flight attendants on board.
- Demonstrated safety equipment and procedures to meet FAA guidelines.
- Participated in pre-flight briefings to discuss flight details, weather and service plans.
- Administered and coordinated emergency procedures or care, enhancing onboard safety.
- Directed junior team members in proper duties and company regulations.
Internship
Cox & Kings Travel Agency
Chennai, Tamil Nadu
04.2014 - 05.2014
- Worked well in team environment as well as independently.
- Shadowed staff and learned advanced work.
- Sat in on meetings, took detailed notes and brainstormed with team members on ways to solve problems.
- Worked with team members to promote great customer service and pleasant work environment.
- Maintained accurate records and files pertaining to departmental areas of responsibility.
Internship
Kuoni SOTC Travel Agency
Chennai, Tamil Nadu
01.2014 - 01.2014
- Assisted with event planning, support and execution of virtual and in-person engagements.
- Maintained accurate records and files pertaining to departmental areas of responsibility.
- Attended and participated in meetings and brainstorming sessions with team members.
- Handled calls with customers and help organize a travel show.
Internship
Institute Of Hotel Management (IHM)
Chennai, Tamil Nadu
11.2012 - 03.2013
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Maintained positive working relationship with fellow staff and management.
- Worked with team members to promote great customer service and pleasant work environment.
Education
Bachelor of Arts - History, Travel & Tourism
Stella Maris College
Chennai,India04.2014
Diploma Training Programme - Advanced Airline & Travel Management Programme
Institute of Airlines & Travel Agencies
Chennai03.2014
Skills
- Customer Service
- Time Management
- Leadership
- Ability to work under pressure and remain calm
- Public Interaction
- Good literacy & numeracy skills
- Schedule Management
- Relationship Management
- Guest Services
- Team Oversight
- Training and Coaching
- Public Speaking
- Conflict Mediation
- Administrative Tasks
- Sales Expertise
- Safety Procedures
- Problem Resolution
Certification
- Certificate in hospitality and tourism
- Certificate in Customer Service & Safety Management
- Certificate in Hotel Management
- Certificate in Ticketing at IATA
Additional Information
References :
On request
Timeline
Call Center Agent
Telstra Triple 000 Emergency Services
11.2023 - 01.2024
Flight Attendant(Cabin Crew In Charge)
IndiGo Airlines(Interglobe Aviation PVT LTD)
05.2014 - 05.2023
Internship
Cox & Kings Travel Agency
04.2014 - 05.2014
Internship
Kuoni SOTC Travel Agency
01.2014 - 01.2014
Internship
Institute Of Hotel Management (IHM)
11.2012 - 03.2013
Bachelor of Arts - History, Travel & Tourism
Stella Maris College
Diploma Training Programme - Advanced Airline & Travel Management Programme
Institute of Airlines & Travel Agencies
- Certificate in hospitality and tourism
- Certificate in Customer Service & Safety Management
- Certificate in Hotel Management
- Certificate in Ticketing at IATA
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