Shannon Strong

• Planned and executed flight missions domestically and internationally in compliance with military regulations, ensuring operational readiness and safety.
• Analyzed meteorological information to determine potential hazards to safety of flight and plan the most desirable and economic route of flight.
• Performed calculations for fuel requirements, weight and balance, and load planning to ensure optimal aircraft performance and safety compliance.
• Made independent decisions in high-pressure situations and responded decisively to emergencies, showcasing crisis management and problem-solving abilities.
• Maintained situational awareness and attention to detail while managing multiple operational tasks, ensuring accuracy and efficiency.
• Liaise with Military and civilian agencies via email and telephone to organize cargo loading, customs and other relevant services required for mission success.

• Responsible for transferring fuel from one aircraft to another while both are in flight, a critical operation that allows military aircraft to stay airborne longer without needing to land for refuelling.
• Skillfully operated the refuelling boom to ensure precise fuel transfer between aircraft, requiring high levels of coordination, concentration, and technical proficiency.
• Utilized HF, VHF, and SATCOM radios to maintain clear and effective communications with aircrew, other aircraft and ground control during flight missions.
• Recorded and documented refueling operations and flight data, maintaining accurate logs and reports for mission debriefs and analysis.
• Supervised the loading and unloading of cargo, vehicles, and passengers on the KC30A aircraft.
• Performed complex calculations for cargo weight distribution and center of gravity to maintain aircraft stability and safety.
• Conducted thorough pre-flight and post-flight inspections identifying and resolving any issues to ensure mission readiness.
• Responded to in-flight emergencies and equipment malfunctions with decisive action, ensuring mission continuity and safety.
• Collaborated with Pilots and ground personnel to execute flight missions, leveraging expertise as a System Expert (SEM) in refueling systems and cargo management to provide critical input on operational safety and logistical considerations.
• Trained and mentored junior Loadmasters and crew members on procedures, safety protocols.
• Assisted in the planning and execution of large-scale Air Force exercises, demonstrating flexibility and adaptability in dynamic environments.

Provided prompt, friendly, and knowledgeable service to address routine inquiries and resolve service complaints from customers.

• Demonstrated high level of professionalism in handling incoming calls, ensuring accurate and effective communication of information.
• Achieved or exceeded key performance indicators (KPIs) for call speed, accuracy, and customer satisfaction.
• Managed high volume of calls daily while multitasking efficiently with call management systems, spreadsheets, programs, and websites.
• Applied excellent customer service skills to de-escalate upset or emotional situations, ensuring positive outcomes and solutions for customers.
• Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.

rDeveloped through various roles from Shift Manager to Assistant Manager to Senior Assistant Manager.

• Managed day-to-day operations of high-traffic McDonald's restaurant, overseeing a team of 120 employees.
• Achieved McDonald's Australia Store of the Year Award in 2011 through strategies that improved sales, reduced food waste overheads, and decreased rostering expenditures by 5%.
• Handled scheduling, inventory management, and budgeting to ensure optimal staffing levels and cost control.
• Resolved customer complaints promptly and effectively, maintaining high standard of customer service.
• Conducted performance evaluations and provided constructive feedback to staff, fostering a culture of continuous improvement.
• Implemented and monitored health and safety protocols during shifts and audits to ensure compliance with local regulations and company standards.
• Completed range of shifts including overnights to support 24/7 operations and ensure service continuity.

• Provided excellent customer service in fast-paced environment, ensuring customer satisfaction and efficient service delivery.
• Trained new crew members on operational procedures, including food preparation, customer interaction, and barista skills for coffee preparation.
• Managed cash registers and maintained accuracy in financial transactions.