Shannon Jubb
Summary
I'm a people-first operator who thrives in emotionally complex, high-pressure environments. I listen, simplify expectations into practical steps, and build the kind of environment where people feel safe to do their best work. Graduating 19 December 2025 with a Graduate Certificate in HRM (RMIT), focused on psychosocial wellbeing and workplace culture, I’m drawn to MONA because safety should protect creativity—not restrict it. I build safety through trust, clarity and capability, so people feel confident to do bold work while minimising risk.
Overview
15
15
years of professional experience
Work History
VIP Consultant
Qantas Airways
07.2024 - Current
- Handled high-stakes, emotionally charged cases for Platinum One and Chairman’s Lounge members, providing clarity and psychological safety in complex or time-critical situations.
- Managed vulnerable traveller scenarios, including disability assistance, unaccompanied minors, medical travel and distressed passengers, prioritising safety, dignity and wellbeing.
- Translated complex operational rules, system constraints and policy boundaries into clear options, enabling customers to make confident decisions without confusion or fear.
- Led the resolution of escalations, complaints and service failures, identifying root causes, correcting consultant or booking errors, and preventing recurrence.
- Managed lost, delayed or damaged baggage cases, coordinating with airports, baggage services and logistics teams to reduce stress and protect the customer experience.
- Coordinated with specialised stakeholders, including Frequent Flyer Elite teams, airport operations and senior managers, to resolve issues beyond frontline capability.
- Owned end-to-end communication, handling admissions work, bookings, customer care and follow-up so VIP customers never needed to self-navigate the organisation.
- Modelled calm, psychologically safe leadership, supporting colleagues through ambiguity, difficult interactions and fear of making mistakes.
- Handled situations where mistakes had real consequences—financial, emotional or operational—and delivered solutions without panic or blame.
Contact Centre Consultant
Qantas Airways
08.2017 - 07.2024
- Navigate emotionally charged, high-pressure situations, including distressed passengers, medical cases and disability support needs, while maintaining calm, clear communication and psychological safety for all parties.
- Translate complex policies and system rules into simple, actionable steps so passengers and team members understand their options, rights and obligations without confusion.
- Support vulnerable individuals, including unaccompanied minors, passengers with medical needs (MEDA), accessibility requirements and crisis events, ensuring their safety, dignity and wellbeing.
- Conduct incident investigation and resolution, identifying root causes, documenting critical information and coordinating with internal stakeholders to prevent recurrence.
- Coach and guide consultants, building capability, confidence and resilience in junior staff in environments where escalation, ambiguity and emotional complexity are common.
- Make risk-based decisions quickly, balancing operational constraints, customer needs and organisational standards while preserving safety and integrity.
- Model calm leadership in emotionally intense calls, reducing psychosocial stress, preventing escalation and helping others maintain composure and clarity.
Practice Manager
City Dental
01.2016 - 08.2017
- Managed a clinical healthcare environment, ensuring safe operations for staff, practitioners and patients, including hygiene protocols, infection control and equipment maintenance.
- Turned complex procedural or regulatory information into simple, usable steps, enabling staff to deliver care safely and confidently.
- Responded to patient concerns and sensitive situations with empathy and discretion, prioritising wellbeing and psychological safety.
- Developed and implemented workplace procedures, onboarding guides and daily workflows, reducing errors, clarifying expectations and improving capability.
- Built psychological safety by listening, noticing and providing direction without judgement, encouraging early escalation and open communication.
- Monitored operational risks, identified process breakdowns and implemented practical improvements to protect both staff and patients.
Recruiter Assistant
TSA Telco Group
10.2015 - 01.2016
- Supported candidates through the hiring process, providing clear expectations and empathetic communication to reduce uncertainty and anxiety.
- Helped candidates understand role expectations, reducing early turnover and minimising onboarding stress.
- Handled confidential applicant information responsibly, ensuring privacy, professionalism and psychological safety during selection.
- Coordinated interviews, assessments and onboarding logistics, simplifying complex steps so applicants and managers understood requirements.
- Identified potential role-fit risks early, escalating concerns appropriately to protect candidate wellbeing and business needs.
- Facilitated smooth handovers between recruitment, training and operational teams, reducing confusion and improving the onboarding experience.
Team Coach and New Hire Trainer
TSA Telco Group
01.2015 - 10.2015
- Customised new-hire onboarding and training, simplifying complex systems and processes so consultants could work confidently from day one.
- Created psychologically safe learning environments, adapting coaching to individual needs, learning styles and stress levels.
- Recognised early signs of overwhelm or burnout, offering support, reassurance and practical guidance to protect new hires’ wellbeing and performance.
- Translated call processes, compliance requirements and service standards into practical, repeatable steps that reduced risk and improved service outcomes.
- Handled difficult or emotionally intense customer interactions when consultants felt unsure or unsafe, modelling calm, confident decision-making.
- Led with reassurance, not pressure—supporting new consultants to feel capable, not afraid.
Sales Consultant
TSA Telco Group
02.2014 - 01.2015
- Managed high-pressure customer interactions, maintaining calm communication and ensuring people understood their options without feeling overwhelmed or pressured.
- Recognised when customers were confused, distressed or vulnerable, slowing interactions and prioritising clarity over conversion.
- Translated complex product information into simple, practical explanations, helping customers make confident decisions.
- Handled difficult or emotionally charged conversations, de-escalating tension and protecting the dignity of customers and colleagues.
- Learned to regulate stress and self-monitor fatigue, preserving performance without sacrificing wellbeing.
Store Manager
Cotton On Group
01.2013 - 02.2014
- Led day-to-day store operations with a focus on staff wellbeing and safe customer experience, maintaining calm workflows during peak trade periods.
- Intervened when interactions escalated, prioritising staff safety and dignity over transactional outcomes.
- Recognised early signs of stress or overwhelm within the team, adjusting tasks and pacing to prevent burnout and maintain steady performance.
- Monitored physical workspace conditions, addressing hazards such as stock placement, trip risks, and floor congestion with practical fixes.
- Coached new and existing staff, translating procedures into simple steps that helped them feel confident, safe and capable in front of customers.
Nightclub Manager
Isobar
05.2011 - 01.2013
- Led operations in a high-risk nightlife environment, balancing crowd safety, staff welfare and venue expectations in periods of high intoxication and emotional volatility.
- Recognised when intoxication, fear or distress created vulnerability, adapting tone, pace and approach to protect individuals from harm and prevent escalation.
- Applied harm-minimisation strategies, prioritising de-escalation, dignity and safe outcomes over punitive or force-based intervention.
- Maintained calm authority in volatile situations, modelling control and composure for younger staff during peak hours and conflict events.
- Coordinated responses to incidents, communicating clearly with security, first-aid services and emergency responders when required.
- Made real-time risk decisions under pressure, prioritising duty of care, safety and human wellbeing above revenue or throughput.
Education
Graduate Certificate - Human Resource Managment
RMIT University
Melbourne, Victoria, VIC12-2025
Skills
- Psychosocial Risk Management — identifying fear, overwhelm and emotional volatility early; responding with empathy, clarity and containment
- Human-Centred Safety — translating complex rules, procedures and constraints into simple actions people trust and can actually do
- De-escalation & Harm Minimisation — calming volatile interactions, preserving dignity, and reducing damage without force or punishment
- Judgement Under Pressure — making fair, safe decisions when time, emotion and operational constraints collide
- Incident Response & Recovery — stabilising people, gathering critical information, coordinating stakeholders, and resolving issues without blame
- Capability Building — coaching others through uncertainty and stress, helping them feel confident and safe rather than afraid of error
Timeline
VIP Consultant
Qantas Airways
07.2024 - Current
Contact Centre Consultant
Qantas Airways
08.2017 - 07.2024
Practice Manager
City Dental
01.2016 - 08.2017
Recruiter Assistant
TSA Telco Group
10.2015 - 01.2016
Team Coach and New Hire Trainer
TSA Telco Group
01.2015 - 10.2015
Sales Consultant
TSA Telco Group
02.2014 - 01.2015
Store Manager
Cotton On Group
01.2013 - 02.2014
Nightclub Manager
Isobar
05.2011 - 01.2013
Graduate Certificate - Human Resource Managment
RMIT University