Stavroula Tzellas
Northcote,VIC
Summary
Dynamic leader in aviation with a proven track record of enhancing operational efficiency and increasing team productivity. Expertise in regulatory compliance and strategic budget planning, coupled with a strong focus on workforce development and quality compliance monitoring. Achievements include significant improvements in customer satisfaction and operational performance, demonstrating exceptional team leadership and time management skills. Committed to fostering productive relationships between customers and stakeholders to drive organizational success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Liaison Officer
National Australia Bank PTY LTD
Melbourne, VIC
05.2021 - 08.2021
- Advised customers on appropriate action when dealing with product or service issues and concerns.
- Provided operational support in collaboration with senior managers.
- Addressed and resolved customer issues through effective communication.
- Elevated operational efficiency with proactive assistance.
- Cultivated strong rapport with customers via consistent follow-up communication.
- Identified opportunities to improve service delivery processes and systems.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Airport Services Manager
Qatar Airways
Thessaloniki, Greece
02.2018 - 04.2020
- Streamlined procedures to improve performance and reliability in the terminal environment.
- Facilitated seamless interaction between various stakeholders like airlines and government agencies.
- Ensured high customer satisfaction through prompt complaint management.
- Forged strong partnerships with airline staff to guarantee project success.
- Established efficient methods to manage aircraft turnaround times.
- Carried out consistent inspections of equipment within the terminal to guarantee proper functionality.
- Handled urgent situations involving aircraft and medical incidents in terminal buildings.
- Maintained composure during high-pressure conditions.
- Handled escalated inquiries promptly and efficiently.
- Reviewed completed work to verify consistency, quality, and conformance.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Proposed or approved modifications to project plans.
Airport Services Supervisor
Etihad Airways
Melbourne, VIC
02.2009 - 10.2017
- Managed customer service issues in a professional manner; responded to inquiries or complaints from passengers or personnel.
- Guaranteed adherence to safety regulations, policies, and procedures.
- Supervised and coordinated the daily operations of airport services staff; monitored performance, conducted training sessions, and provided feedback.
- Established strong relationships with airlines, vendors, contractors, and stakeholders.
- Assisted with integrating advanced passenger processing systems.
- Monitored inventory levels of supplies.
- Prepared reports outlining flight delays, cancellations, passenger complaints and other incidents for management review.
- Coordinated activities between ground handlers, airline representatives, security personnel and other relevant parties.
- Ensured precise documentation for all records, including personnel files, incident reports and flight schedules.
- Organized meetings between various departments within the airport to discuss strategies for enhancing customer service standards.
- Interacted with customers at check-in counters ensuring their queries are addressed efficiently.
- Coordinated with colleagues to devise techniques for improving baggage management.
- Supervised airfield operations, including arrivals, departures and fueling, identifying and addressing concerns promptly to maintain targets.
- Addressed urgent flight operation and medical issues efficiently.
- Inspected airfield conditions to verify compliance with federal regulatory requirements.
- Coordinated with air traffic control, civil engineers, and command posts to support airfield management activities.
Education
Associate of Arts - Language Interpretation And Translation
RMIT University
Melbourne, VIC12-2024
Associate of Arts - Sales And Marketing
Kangan Institute
Melbourne, VIC12-1996
Skills
- Regulatory compliance
- Implementation of Process Enhancements
- Quality Compliance Monitoring
- Team leadership
- Workforce Development
- Time management proficiency
- Procedure Update Management
- Team Management
Certification
- Stratus Leadership Essentials Program QATAR Airways DOHA
- Safety Management QATAR Airways DOHA
- Customer Care Case Management QATAR Airways DOHA
- Customer Service Excellence Award ETIHAD Airways
Languages
Greek
Full Professional
References
References available upon request.
Timeline
Customer Liaison Officer
National Australia Bank PTY LTD
05.2021 - 08.2021
Airport Services Manager
Qatar Airways
02.2018 - 04.2020
Airport Services Supervisor
Etihad Airways
02.2009 - 10.2017
- Stratus Leadership Essentials Program QATAR Airways DOHA
- Safety Management QATAR Airways DOHA
- Customer Care Case Management QATAR Airways DOHA
- Customer Service Excellence Award ETIHAD Airways
Associate of Arts - Language Interpretation And Translation
RMIT University
Associate of Arts - Sales And Marketing
Kangan Institute
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