SHEELA ROWLANDS

• Provide excellent customer service to Fiji Airways and Viet Jet passengers
• Performed check-in duties to airline passengers in the airport environment ensuring compliance with correct documents, visas, and baggage restrictions
• Aid customers with language barriers, wheelchair requirements, and unaccompanied minors
• Assist passengers with disrupted flights and provide suitable choices
• Lift baggage at the arrival hall by following the correct protocols as per Occupational Health & Safety
• Be operational ready by conducting bridge procedures in a safe manner during flight arrivals and departure
• Liaise with both internal stakeholders and external agencies such as Airport Personnel, Australian Border Force, Australian Biosecurity, Airline Representatives, and Airport security

• Provide a high level of service to airline customers resolving matters promptly
• Check-in domestic and international passengers in the airport environment ensuring compliance with safety and asking security questions
• Provide an extra level of service to customers with special needs and children traveling alone
• Assist passengers with disrupted flights and offer suitable alternative choices
• Liaise with Qantas First Lounge, and business Lounges and educate passengers in digital products for seamless check-in and bag drop

• Ensure site is suitable and safe for compulsory quarantine of residents by adhering to hygiene and safety practices
• Communicate information clearly to ensure residents understand their quarantine requirements and the purpose of the site, ensuring to maintain an empathetic and welcoming approach while fostering positive relationships with residents, management, and my team
• Adhere to COVID-19 infection prevention measures including physical distancing, hygiene practices, control processes, and PPE requirements, ensuring residents do the same
• Work within a team including accommodation site staff, authorised officers, medical staff, Victoria Police, and the Australian Defence Force in collaboration to mitigate risk and maintain resident safety
• Transport returned travellers to and from the site and escort residents for approved exercise programs by Contribute to a safe and healthy working environment
• Support the COVID-19 screening process by undertaking temperature screening at accommodation admission and departure points and conducting identification checks which ensure only authorised personnel enter the facility

RELOCATED TO BRISBANE DURING THE PANDEMIC

• Perform all duties pertaining to administration including inbox management, answering customer inquiries in person and over the phone, greeting customers, posting, and opening mail, document preparation, and performing reception duties
• Provide effective customer service in response to inquiries and complaints
• Maintain professional presentation of Board Rooms including conferencing facilities, ensuring cleanliness, and catering
• Adhere to policies and procedures when issuing Visitors’ passes and liaise with building management regarding security
• Foster positive relationships with clients by maintaining open lines of communication and consistently meeting deadlines

• Provide safe and effective patient-centred care
• Work collaboratively with members of the multidisciplinary health team in the planning, implementation, assessment, and evaluation of care, under the supervision of a Registered Nurse
• Advocate for the diverse and individualised needs of patients, committed to placing the individual and their needs, preferences, and aspirations at the centre of care
• Correctly records patients’ observations on appropriate charts and ensure confidentiality is maintained and abide by Quality and Safety, and Workplace Health and Safety processes

• Ensured safety and comfort of customers onboard aircraft.
• Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
• Resolved passenger conflicts and medical emergencies during flights.
• Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
• Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.

• Helped large volume of airline customers every day with positive attitude and focus on customer satisfaction.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Delivered prompt service to prioritize customer needs.
• Responded proactively and positively to rapid change.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Promoted company brand and unique offerings through personalized customer service.
• Handled customer inquiries and suggestions courteously and professionally.
• Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.