Vanessa Williams
Brisbane,Qld
Summary
Accomplished Rostering Coordinator at CPL - Choice, Passion, Life; skilled in problem-solving and maintaining discretion. Organised team member who excels in high-pressure environments, ensuring seamless staff coordination and compliance. Detail-oriented with strong organisational skills. Dependable candidate successful at managing multiple projects simultaneously with a positive attitude.
Overview
17
17
years of professional experience
Work History
Rostering Coordinator
CPL - Choice, Passion, Life
04.2019 - Current
- Roster all disability support employees across all programs covering NSW to Northern QLD regions
- Studied processes, implemented cost reductions and developed reporting procedures to maintain administrative workflow.
- Assess operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Arrange replacement staff to cover planned and unplanned leave
- Coordinate filling shifts in a financially reasonable manner and report on patterns of absenteeism and non-compliance.
- Roster additional shifts for clients as requested while keeping in line with funding guidelines
- Be in direct contact with staff and clients and provide clear and supportive communication
Passenger Services Agent
Menzies Aviation
05.2016 - 03.2019
- Provided exceptional customer service for Global Carriers including Singapore, Malaysian and Cathay Pacific Airlines
- Processed passenger passports and travel related documents to ensure compliance within National and International guidelines
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service
- Educated passengers on safety procedures and provided assistance to handicapped passengers and minors from terminal to aircraft and through Customs
- Tagged baggage and directed to appropriate location for loading and screening
- Assisted passengers with check-in and boarding processes, enforcing compliance with Airline policies.
- Announced flight status updates and information about gate changes over PA system.
- Checked in luggage and confirmed all carry-on items met National guidelines.
- Aided passengers in locating lost luggage by effectively liaising with baggage claim representatives and other airline staff members.
Food and Beverage Supervisor
Novotel Brisbane Airport
11.2011 - 04.2016
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Oversaw Corporate events, In-room dining and 96-seater restaurant
- Provided friendly, courteous service to create memorable moments for guests.
- Worked alongside Restaurant Manager to identify team weak points and implement corrective actions to resolve concerns
- Coordinated kitchen activities with front-of-house staff for seamless and service.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Maximized team productivity by delegating tasks to front of house staff
- Ongoing training for new staff in safety protocols to boost knowledge and performance.
- Rostering duties
- Supervised set up of banquet food stations and coordinated service to multiple dining areas
- Editor of in-house magazine highlighting team members efforts and boosting staff morale
Duty Manager
ALH Group
01.2008 - 06.2011
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained employees in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Implemented OH&S standards
Skills
- Problem solving and assessment
- Ability to work with others as a supportive team member who seeks and provides feedback and solutions
- Strong customer service focus
- Process compliance in a timely manner
- Discretion and Confidentiality
- Reliable and motivated
- Ability to work under pressure and to a high standard
- High level of ability using Salesforce, Skedulo 20, Microsoft Office and Rostering software
- Excellent interpersonal and communication skills
- Displays attention to detail and high levels of accuracy relevant to Rostering and administration
Timeline
Rostering Coordinator
CPL - Choice, Passion, Life
04.2019 - Current
Passenger Services Agent
Menzies Aviation
05.2016 - 03.2019
Food and Beverage Supervisor
Novotel Brisbane Airport
11.2011 - 04.2016
Duty Manager
ALH Group
01.2008 - 06.2011
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