Suzanne Hope
Chevron Island,QLD
Summary
Aviation industry professional with over 25 years of experience in delivering exceptional customer service and executing comprehensive training programs. As a Ground Instructor, successfully planned and assessed critical safety and emergency procedures training while ensuring compliance with industry regulations. Proven ability to foster collaborative team environments and enhance course materials, resulting in improved learning outcomes. Seeking to leverage extensive expertise to elevate training excellence within the aviation sector.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Customer Service Assistant Relief
Queensland rail
Brisbane
09.2024 - Current
- Ensured adherence to safety and legal standards, maintaining exemplary customer service.
- Promoted adherence to Queensland Rail values to ensure commitment.
- Uphold continuous observance of all protocols related to Food Safety and Responsible Service of Alcohol.
Ground Instructor
Jetstar Airways
Brisbane
01.2018 - 09.2024
- Achieved compliance with all safety and legal obligations while providing world-class customer service, ensuring a seamless travel experience for all passengers
- Established a cohesive team atmosphere within 4 months, enhancing communication and ensuring a commitment to Queensland Rail values to improve overall service delivery
- Ensure compliance to all Food Safety and Responsible Service of
- Alcohol procedures at all times
- Non-compliances to be reported in accordance with designated requirements
- Achieved a culture of excellence among crew members within 6 months by developing comprehensive training sessions aligned with company operational requirements
- Successfully completed: Approval of CAO 20.11 requirements by CASA for conducting
- Flight Crew proficiency checks And dangerous goods acceptance course also obtained certification for facilitating Crew Resource management courses for flight Crew
- Streamlined the development of ground training course materials, ensuring alignment with syllabus requirements and checklists, ultimately fostering a more efficient learning environment
- Led performance evaluations for cabin crew, fostering a culture of continuous improvement and ensuring alignment with industry standards and safety regulations.
Flight Attendant
Virgin Australia
01.2018 - 12.2018
- Enhanced service delivery by addressing passenger requirements promptly.
- Involved in briefing sessions to outline operational aspects, forecasted weather and planned services.
- Adhered to company policies regarding security measures and protocol at all times.
- Demonstrated proficiency in aircraft emergency procedures, first aid, CPR, defibrillators, oxygen administration, and other safety protocols.
- Delivered onboard customer service including food and beverage service.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Participated in pre-flight briefings to discuss flight details, weather and service plans.
Flight Attendant
Altara - Jetstar Airways
01.2018 - 12.2018
- Increased service satisfaction by quickly attending to passenger needs.
- Participated in briefing sessions to discuss operational aspects, forecasted weather and planned services.
- Consistently followed company policies regarding security measures and protocols at all times.
- Executed safety measures aligned with aircraft emergency response standards.
- Provided onboard customer service encompassing food and beverage offerings.
- Displayed strong problem resolution skills, managing challenges effectively.
- Completed all tasks within the designated timeframe.
- Engaged in pre-flight briefings to review flight specifics, weather conditions, and service agendas.
Guest Services Associate
Hyatt Hotels
Melbourne, VIC
01.2017 - 12.2018
- Took reservations from patrons by phone or online.
- Collaborated with customer service team to provide exceptional assistance to guests.
- Cultivated strong value-added relationships with customers daily by delivering product knowledge to drive business development.
- Handled incoming calls from potential customers inquiring about availability and rates.
Flight Attendant/Customer Service Manager
Qantas Airways
Melbourne, VIC
01.1993 - 11.2008
- Enhanced customer satisfaction rates by providing coaching to staff, and implementing improvements in customer service.
- Honored with multiple certificates of recognition for outstanding customer service.
- Led team of up to 10 crew members on every flight.
- Directed high-standard cabin service operations successfully.
- Resolved escalated situations with efficiency and professionalism.
- Oversaw team leadership while fostering motivation among members.
- Monitored crew performance to ensure optimal results.
- Led pre-flight discussions to optimize service readiness.
- Coordinate with internal stakeholders such as the Captain, cabin crew, and interdepartmental staff.
- Executed tasks within strict deadlines.
- Greeted passengers upon arrival and departure.
Customer Service Agent
Qantas Airways
Melbourne, VIC
11.1987 - 05.1993
- Facilitated seamless passenger flow by offering timely boarding and disembarking support.
- Streamlined processes to enhance assistance for international and regional flights.
- Aiding rerouted customers during irregular operations, including issuing travel vouchers.
- Coordinated customer service efforts throughout the national pilot dispute in 1989.
- Serving as a Customer Service Supervisor at gate lounges, ticket counters, and baggage services.
- Greeted and assisted customers with check-in procedures.
- Ensured smooth passenger flow by providing guidance to individuals requiring assistance.
- Delivered timely updates on flight statuses.
Education
Cert IV Training And Assessment
CBD College
Melbourne, VIC01-2019
High School Diploma -
Oak Park High School
Melbourne, VIC12-1982
Skills
- Customer Service
- Overseeing safety checks and protocols
- Delivered exceptional service on International and Domestic flights, enhancing passenger
- Satisfaction through effective time management and adherence to schedules within
- Each flight
Certification
- Responsible Service of Alcohol
- 09/2024 - 09/2024 EOT.EDU.AU Hygene Practices for food safety
- 09/2024 - 09/2024 Food Safety First CRM Certificate IATA Dangerous Goods Acceptance Course CASA Cabin Crew Training Jetstar Cabin Crew Training/Flight Attendant Qantas Certificate IV Training and Assessment Certificate III in Airline Operations (Cabin Crew)
Timeline
Customer Service Assistant Relief
Queensland rail
09.2024 - Current
Ground Instructor
Jetstar Airways
01.2018 - 09.2024
Flight Attendant
Virgin Australia
01.2018 - 12.2018
Flight Attendant
Altara - Jetstar Airways
01.2018 - 12.2018
Guest Services Associate
Hyatt Hotels
01.2017 - 12.2018
Flight Attendant/Customer Service Manager
Qantas Airways
01.1993 - 11.2008
Customer Service Agent
Qantas Airways
11.1987 - 05.1993
Cert IV Training And Assessment
CBD College
High School Diploma -
Oak Park High School
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