Vive Hewitt
Kangaroo Valley
Summary
Experienced Ticket Agent with strong attention to detail and exceptional organizational skills. Recognized by superiors and customers for consistently exceeding service expectations. Efficiently and courteously manages high volumes of customer interactions, utilizing natural communication abilities. Possesses extensive knowledge of customer service and reservation systems, coupled with strong problem-solving skills. Dedicated to ensuring smooth and pleasant experiences for all passengers. Proven track record in efficiently managing check-in procedures and maintaining high-quality service standards. Known for strong teamwork and adaptability in dynamic situations. Offers exceptional interpersonal and organizational skills, excelling in fast-paced environments and quickly learning new systems. Brings deep understanding of customer service principles and effective communication techniques. Ready to utilize and further develop attention to detail and problem-solving abilities.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Check In Agent
Menzies Aviation
05.2022 - 12.2024
- Trained new Check-in Agents on best practices in customer service delivery, fostering a positive work environment.
- Assisted passengers with special needs, ensuring comfortable and hassle-free travel experiences.
- Verified passport and visa validity for international flights, adhering to strict immigration requirements and regulations.
- Maintained detailed knowledge of airport policies and procedures to ensure seamless operations.
- Ensured accurate flight information was communicated to passengers, minimizing confusion and delays.
- Streamlined the check-in process for a smoother experience, managing passenger reservations with accuracy.
- Provided exceptional customer service, addressing passenger inquiries and resolving issues promptly.
- Enhanced customer satisfaction by efficiently processing check-ins and issuing boarding passes.
- Collaborated with team members to maintain high-quality service standards during peak travel times.
- Managed challenging situations professionally, deescalating conflicts and finding appropriate resolutions.
- Reviewed tickets, identification, and passports to verify traveler identity.
Front of House Supervisor
Friendly Inn Hotel
04.2014 - 08.2016
- Enhanced customer satisfaction by providing attentive service and addressing concerns promptly.
- Trained new employees on company policies, procedures, and service standards to ensure consistent guest experiences across the team.
- Conducted regular employee evaluations to assess performance, provide constructive feedback, and set goals for improvement.
- Performed cash handling activities and secured nightly bank deposits.
- Monitored daily cash handling procedures to reduce discrepancies while maintaining accurate financial records for the establishment.
- Developed strong relationships with customers, resulting in repeat business and word-of-mouth referrals.
- Acted as a liaison between Front of House and Back of House departments, ensuring clear communication for seamless service delivery.
Check In Agent
Menzies Aviation
12.2007 - 12.2014
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Trained new Check-in Agents on best practices in customer service delivery, fostering a positive work environment.
- Assisted passengers with special needs, ensuring comfortable and hassle-free travel experiences.
- Verified passport and visa validity for international flights, adhering to strict immigration requirements and regulations.
- Provided exceptional customer service, addressing passenger inquiries and resolving issues promptly.
- Managed challenging situations professionally, deescalating conflicts and finding appropriate resolutions.
- Directed passengers to correct airport terminal locations.
Passenger Support Agent
Broadlex Passenger Support
11.2006 - 12.2007
- Working with people with disabilities
- Maintained strong relationships with airline partners to facilitate smooth coordination of flights, baggage handling, and passenger support services.
- Supported airline's customer service goals, effectively managing in-flight issues and ensuring positive travel experience for all passengers.
- Assisted unaccompanied minors and special needs passengers by transporting and claiming personal baggage and belongings.
- Read boarding paperwork to identify international and domestic flight information, special service requests, names and dates to help special needs passengers locate correct gate.
- Fostered trust among patients by consistently arriving on time for scheduled pick-ups and drop-offs of wheelchair-bound individuals.
- Assisted in reducing patient wait times by promptly responding to wheelchair assistance requests.
- Improved patient satisfaction by providing empathetic and efficient wheelchair assistance services.
- Promoted a positive atmosphere through friendly interactions and genuine concern for patient comfort during transportations.
- Received numerous commendations from patients and supervisors for exceptional wheelchair assistance services and professionalism.
Airline Cleaner Manager
Broadlex Air Services Pty Ltd
06.2006 - 11.2006
- Roster Staff
- Train and supervise team
- Assist General Manager with ordering, stock control and stock takes
- Serve customers
- Ensure cleanliness of aircraft and quality of customer service
- Streamlined support processes for increased efficiency and faster response times.
- Provided excellent customer service, resulting in high levels of customer loyalty and retention.
- A strong focus on customer service
- People management and communication skills
- Responsible handling of cash
- Working for people with disabilities
- Used time management and efficient cleaning methods to meet deadlines.
- Maintained a well-organized storage area for cleaning supplies to ensure easy access and efficient use of materials.
- Improved overall facility hygiene by sanitizing high-touch surfaces regularly to minimize the spread of germs.
- Provided assistance to other staff members with cleaning of difficult areas.
- Strengthened teamwork within the cleaning staff by actively communicating updates on tasks completed or pending work requirements.
- Demonstrated an outstanding commitment to safety protocols by consistently wearing protective gear during cleaning tasks that involved hazardous materials or situations.
- Maintained high standard of cleanliness in high-traffic areas, contributing to positive first impression for visitors.
- Collaborated with maintenance team to identify and resolve issues requiring repair, enhancing overall facility safety.
- Streamlined cleaning processes to increase efficiency without compromising on quality.
- Contributed to team efforts by training new staff on best practices in cleaning and maintenance.
Air New Zealand Lounge
06.2006 - 09.2006
- Responsibilities & Duties:
- Serve customers
- Prepare food
- Make coffee
- General cleaning duties
- Train and supervise junior staff members
- Skills demonstrated
- Customer service and excellent people skills
- Safe food preparation
- Attractive food presentation
Waitress
Jenny’s Café
11.2005 - 06.2006
- Responsibilites & Duties:
- Served customers
- General cleaning duties
- Prepare food, safe and hygienic handling of food
- Worked with cash register, Cash reconciliation
Education
High School Diploma -
Bomaderry High School
Bomaderry, NSW12-1999
Barista Basics Part of Cert 3 Hospitality - Hospitality
CBD College Pty Ltd
SydneyCertificate IV Hospitality (Supervision) - Hospitality
TAFE NSW
NSWCertificate III in Hospitality (operations) - Hospitality
TAFE NSW
NSWSkills
- Airline reservation systems
- Passenger assistance
- Stress tolerance
- Airport security regulations
- Professional appearance
- Cross-cultural sensitivity
- Ticketing and boarding procedures
- Check-in procedures
- Strong interpersonal skills
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Teamwork and collaboration
Certification
- Sabre Certification – Sabre.
- ASIC Aviation Security Identification Card
- Federal Police Check
- High Level Security Clearance for International Airport
- Amadeus Certification – Amadeus IT Group.
Languages
Fijian
Native or Bilingual
Hindi
Elementary
Timeline
Check In Agent
Menzies Aviation
05.2022 - 12.2024
Front of House Supervisor
Friendly Inn Hotel
04.2014 - 08.2016
Check In Agent
Menzies Aviation
12.2007 - 12.2014
Passenger Support Agent
Broadlex Passenger Support
11.2006 - 12.2007
Airline Cleaner Manager
Broadlex Air Services Pty Ltd
06.2006 - 11.2006
Air New Zealand Lounge
06.2006 - 09.2006
Waitress
Jenny’s Café
11.2005 - 06.2006
High School Diploma -
Bomaderry High School
Barista Basics Part of Cert 3 Hospitality - Hospitality
CBD College Pty Ltd
Certificate IV Hospitality (Supervision) - Hospitality
TAFE NSW
Certificate III in Hospitality (operations) - Hospitality
TAFE NSW
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