Susan Harding
Summary
Customer service professional prepared to deliver exceptional support and resolve customer concerns with precision. Adept at addressing client needs and fostering collaborative environment to achieve high satisfaction rates. Reliable team player with flexible adaptability to dynamic situations, equipped with effective problem-solving and communication skills.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Services Officer
Menzies Aviation
05.2024 - Current
- Marshalling and Pre-flight Operations: Managing the safe and efficient movement of aircraft and passengers, including marshalling passengers on and off aircraft and ensuring proper seat checks
- Passenger Check-in and Boarding Announcements: Assisting passengers with check-in, issuing boarding passes, and making clear and efficient boarding announcements to ensure smooth operations
- Aircraft and Lounge Management: Overseeing the opening and closing of aircraft doors, conducting in-flight seat checks, cleaning the aircraft, and maintaining the cleanliness and functionality of the QANTAS Club Lounge
- Customer Service: Offering exceptional customer service, including welcoming QANTAS Club members and guests, helping with ticket issues, performing first-aid and food stock takes, and restocking the lounge fridges
- Operational Efficiency: Ensuring efficient operations through tasks like delivering the PIL for head counts, performing lounge cleaning, and overseeing guest services
Customer Services Officer (AO3)
Australian Commonwealth Government
01.2023 - 04.2024
- Act as the first point of enquiry both online and face-to-face to customers and approved careers or other service providers
- Process and administer official customer documentation online, such as: Death Certificates, Job Seeker (New Start - Youth Allowance processing), Medical Certificates, Centrelink Nominee forms etc
- Assign customers upon arrival the appropriate service stream needed to meet the customer's needs such as: Medicare, Centrelink and/or Family enquiries
- Listen and work with customers to understand their individual and cultural needs
- Treat customer with courtesy and value individual circumstances
- Committed to providing consistent and accurate information
- Provide accurate payments and services, both online and face-to-face
- Explain the deliberation and outcomes to customers and outline potential options
- Help customers understand their rights, entitlements and obligations
- Adhere to the values of the Australian Public Service
Housekeeper (Phy 2)
Northern Territory Government (NTG)
01.2018 - 01.2023
- Company Overview: Department of Health (DoH), Royal Darwin Hospital (RDH)
- Undertake a range of cleaning duties to ensure a safe and hygienic environment in accordance with RDH policy, procedures and Australian Health Standards
- Maintain a safe environment for RDH customers, staff and visitors in accordance with RDH policies and procedures
- Initiate emergency procedures as necessary, e.g
- Fire on premises, flooding or pandemic outbreak etc
- Follow defined national service quality standards, work health and safety policies and procedures relating to the work being undertaken and in order to provide high quality and safe services within the workplace
- Provide respect, fairness and discretion when engaging with internal/external staff and RDH customers
- Working cooperatively within a complex team environment, with many peoples of different ethnicities, cultures and religions
- Empty rubbish bins and ensure proper compaction of surgical waste according to RDH policies
- Department of Health (DoH), Royal Darwin Hospital (RDH)
Café Manager
Woolworths Supermarket
11.2015 - 08.2021
- Advise staff on effective customer issue resolution and delivering excellent service
- Oversee daily café operations
- Hire and onboard new wait staff and baristas
- Train employees in drink preparation and proper coffee equipment usage
- Coordinate with vendors and manage supply orders (e.g., takeaway cups, coffee, milk, ingredients)
- Maintain accurate records of daily, weekly, and monthly revenue and expenses
- Introduce new menu items based on seasonality and customer preferences (e.g., vegan coffee drinks)
- Ensure café cleanliness and organization
- Foster positive relationships with customers to enhance loyalty and reputation
Food and Beverage (FnB) Attendant
QANTAS Airways
07.2013 - 08.2013
- Provide respect, fairness, and discretion to all staff, regular customers, and VIP clientele
- Maintain high food quality standards by overseeing shipments, preparation, and food safety
- Set and enforce performance and service standards to ensure a consistent, high-quality customer experience
- Comply with QANTAS policies, procedures, and food safety regulations
- Safeguard the business and customers by monitoring alcohol consumption in accordance with legal service requirements
- Replenish condiments, beverages, and supplies while maintaining a clean service area
- Promote new or high-value food items through attractive displays in customer-facing areas
- Plate hot meals and salads in aesthetically pleasing arrangements
- Clean and sanitize dishes and utensils, ensuring adequate supplies for customer needs
- Maintain food quality by adhering to Australian health standards
- Work efficiently within a rostered schedule, demonstrating flexibility and availability on short notice
Skills
- In-depth knowledge of airport environment
- Exceptional customer service skills
- Clear communicator
- Strong team player
- Ability to work independently
- High ethical standards
Self-motivated
- Customer Records Systems
- Front-of-House
- Assistance Customer Claim
- Customer service
- Strong work ethic
- Complaint handling
Certification
- WA Driver's License
- RSA
- Approved Management Licensed Premises
Timeline
Customer Services Officer
Menzies Aviation
05.2024 - Current
Customer Services Officer (AO3)
Australian Commonwealth Government
01.2023 - 04.2024
Housekeeper (Phy 2)
Northern Territory Government (NTG)
01.2018 - 01.2023
Café Manager
Woolworths Supermarket
11.2015 - 08.2021
Food and Beverage (FnB) Attendant
QANTAS Airways
07.2013 - 08.2013