Shilo Breen-Sciulli
GREENVALE,VIC
Summary
Dynamic Guest Services Supervisor with over 15 years of experience in airline and airport operations. Expertise in leading high-performing teams, managing VIP services, and resolving complex passenger issues in fast-paced environments. Committed to fostering a service-first mindset and enhancing customer satisfaction through effective leadership and communication. Proven ability to maintain safety and operational excellence while adhering to policy and legislative requirements.
Overview
24
24
years of professional experience
Work History
Administration/Education Support Worker
Greenvale Primary School/Greenvale Secondary School
Melbourne, VIC
02.2020 - Current
- Handled complaints and provided front-facing customer service to resolve issues efficiently.
- Performed data entry and managed staff and student records with accuracy.
- Scheduled meetings and coordinated events to ensure smooth operations.
- Ordered goods and tracked receipts to maintain inventory levels.
- Supervised security, facilities, and overall school operations for a safe environment.
- Assisted classroom teachers with resource preparation and supported student learning activities.
- Provided one-on-one assistance to students requiring additional educational support.
- Communicated effectively with teachers, students, and staff to foster collaboration.
Guest Services Supervisor/Supervisor - Members Lounge/VIP Lounge/Ticketing Coordinator
Virgin Australia Airlines
Melbourne, VIC
05.2013 - 05.2020
- Ensured service excellence through proactive staff supervision and performance management.
- Maintained safety and service procedures to foster a secure work environment.
- Liaised with stakeholders, management, staff, and guests to facilitate effective communication.
- Organized facilities maintenance to optimize operational efficiency.
- Handled flight disruptions and cancellations while providing timely solutions.
- Directed guest check-ins and managed boarding gate duties for seamless operations.
- Navigated challenging conversations and de-escalated conflicts effectively.
- Acted with integrity, promoting an inclusive workplace culture.
Customer Service Representative/Sales Perm Part Time
Adairs
Melbourne, VIC
11.2011 - 11.2012
- Delivered exceptional service and product knowledge to clients.
- Managed store operations, including opening, closing, and relief duties.
- Ensured adherence to store and personal budgets.
- Handled telephone inquiries and resolved customer queries and complaints.
- Supported manager and team members with diverse tasks.
- Executed visual merchandising to enhance store presentation.
- Processed ordering and receipt of goods efficiently.
- Conducted cash handling and maintained stock integrity.
Cabin Crew / Buddy Trainer
Virgin Blue Airlines
Melbourne, VIC
01.2004 - 12.2011
- Delivered highest level of service, professionalism, and product knowledge to clients.
- Managed safety and security for guests, aircraft, and fellow team members.
- Built rapport and maintained effective relationships with diverse clientele.
- Collaborated within a team environment while demonstrating autonomy when required.
- Informed guests about safety features and personal safety requirements aboard aircraft.
- Ensured on-time performance through effective time management skills.
- Maintained safety equipment and conducted regular safety checks.
- Adhered to schedules, attended team meetings, and fulfilled ad hoc duties efficiently.
Team Leader / Product Specialist
Myer Grace Bros
05.2001 - 12.2003
- STORE MANAGEMENT
- Staff Supervisor
- Liaising with buyers in relation to stock needs.
- Discussion with Management in relation to staff, stock and customer service needs.
- Assisted with the implementation of staff ‘Reward and Recognition’ program.
- Fire Marshall Opening and Closing of store.
- Cleaning and arranging of displays/Display coordination and maintenance
- FINANCIAL MANAGEMENT
- Administration of staff floats
- Problem resolution of discrepancies between staff and customers in relation to monies tendered
- REPORTING
- Rostering of staff to ensure an effective and smooth running of department
- Problem solving in relation to staff issues with rosters
- Scan Count of merchandise
- Liaising with merchandise office in relation to customer needs that may not be able to be meet in the store but are able to be found elsewhere
- CLIENT SERVICES
- Telephone enquiries
- Customer queries and complaints
- Provide the highest level of service, professionalism and product knowledge to the clients.
Education
Diploma - Community Services/Mental Health
Partners in Training Australia
Melbourne01.2022
Certificate III - Education Support
Meadow Heights Education Centre
01.2019
Certificate IV - Community Service, Child Protection / Juvenile Justice
Kangan Batman T.A.F.E Moreland Campus
01.2000
Certificate III - Family Support Work
Kangan Batman T.A.F.E. Moreland Campus
01.1999
Completed Year 12 - V.C.E.
Pascoe Vale Girls Secondary College
01.1990
Certificates Of Completion
- Infection Prevention and Control in Schools, 02/22, Vic/state gov
- Protecting Children - Reporting and Other Legal Obligations (Mandatory Reporting), 12/21, Vic/state gov
- Hazard and Incident Reporting, 12/21, Vic/state gov
- Use Hygienic Practices for Food Safety, 12/20
- Introduction to Applied Behaviour Analysis, 12/19
- Discrete Trial Instruction – Introduction, 12/19
- Discrete Trial Instruction – Implementation, 12/19
- Decreasing Behaviour, 12/19
- Functional Assessment and Behaviour Intervention Plan, 12/19
- Shaping and Chaining, 12/19
- Imitation and Joint Attention, 12/19
- Session Delivery, 12/19
- Managing Challenging Behaviour, 12/20, Vic State Gov
Certificates Of Participation
- Introduction to Autism, 12/20, Positive Partnerships
- Understanding Sensory Processing, 12/20, Positive Partnerships
- Introduction to the Positive Behaviour Support template, 12/20, Positive Partnerships
- Introduction to the Planning Matrix, 12/20, Positive Partnerships
Further Training
- Current Drivers License
- Current Police/National Crime Check
- Current Entitlement to Work Check
- Current Working with Children Check
- Current Level 2 First Aid
References
References available upon request.
Timeline
Administration/Education Support Worker
Greenvale Primary School/Greenvale Secondary School
02.2020 - Current
Guest Services Supervisor/Supervisor - Members Lounge/VIP Lounge/Ticketing Coordinator
Virgin Australia Airlines
05.2013 - 05.2020
Customer Service Representative/Sales Perm Part Time
Adairs
11.2011 - 11.2012
Cabin Crew / Buddy Trainer
Virgin Blue Airlines
01.2004 - 12.2011
Team Leader / Product Specialist
Myer Grace Bros
05.2001 - 12.2003
Diploma - Community Services/Mental Health
Partners in Training Australia
Certificate III - Education Support
Meadow Heights Education Centre
Certificate IV - Community Service, Child Protection / Juvenile Justice
Kangan Batman T.A.F.E Moreland Campus
Certificate III - Family Support Work
Kangan Batman T.A.F.E. Moreland Campus
Completed Year 12 - V.C.E.
Pascoe Vale Girls Secondary College
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