Summary
Overview
Work History
Skills
References
Timeline
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Vivienne Ellard

Avonsleigh,VIC

Summary

Experienced Team Leader and Training Coordinator offering 32 years of Customer Service experience within the airline industry. Dedication to enhance employee satisfaction and business success. Diplomatic and friendly with strong dedication to employee training and satisfaction. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

34
34
years of professional experience

Work History

Resident Support Officer

Covid Quarantine Victoria
Melbourne, VIC
07.2020 - 02.2022
  • I've worked many shifts as Team Leader Assist - assisting with daily running and operational requirements on site which included:
  • Standardized office structures and processes to promote collaboration and increased performance.
  • Prepare employee schedules for maximum coverage during key hours, planned and prepare daily run sheets for rotations and RSO clue cards.
  • Utilized proven problem-solving methods in accordance with CQV policy to ensure guidelines were adhered to.
  • Coached employees through day-to-day work and complex problems.
  • Employed proven problem-solving techniques to resolve issues quickly and with minimal disruption.
  • Streamlined processes to maximize operational results.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Identified issues, analysed information and provided solutions to problems.
  • Work flexible hours; night, weekend, and holiday shifts.

Team Leader Lounges

Qantas Airways
Melbourne Airport, VIC
03.2012 - 10.2020
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Collaborated with Accor - Pullman Team to achieve the best possible delivery of customer service to members.
  • Supervised work of contracted employees to keep on task for timely completion.
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Eliminated downtime and maximized revenue by providing top project quality control.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Improved operations through consistent hard work and dedication.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Proved successful working within tight deadlines and fast-paced atmosphere.

Training Coordinator

Qantas Airways
Perth And Melbourne Airports
03.2006 - 03.2012
  • Gathered data about course success and participant experiences to help with future course planning.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Planned and conducted monthly training, with emphasis on Customer Service, Grooming Standards, Company Policies and System Programs.
  • Planned and deployed training programs for Customer Service Check in and Departure procedures.
  • Monitored training reports within learning management system for respective roles to promote initial and annual training completion.
  • Coordinated travel arrangements for trainers.
  • Liaised between trainers and course participants.
  • Compiled training handbook and related course materials.
  • Decreased training time by designing effective new training programs.
  • Wrote training manuals for Qantas employees according to strict company guidelines and Policy protocols.
  • Created and oversaw Qantas training programs for Customer Service operations.
  • Developed lesson plans, instructional materials and written practice tests for Qantas training courses.
  • Trained and mentored new Customer Service personnel hired to fulfill various roles.
  • Identified workers with specific skill sets to recommend for promotions or change of department as per their Career Development Plan.

Medical Office Assistant

Sportsmed Subiaco
Perth, VIC
05.2002 - 08.2004
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Contacted patients regarding unpaid and underpaid accounts to resolve issues.
  • Received, recorded and filed medical payments by check, cash and credit card.
  • Used Medwin to schedule appointments for doctor visits and procedures.
  • Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
  • Received, recorded and addressed incoming and outgoing communication via telephone and email.
  • Managed office bookkeeping with insurance billing and patient payments.
  • Managed office logistics by scheduling appointments, maintaining files and collecting payments.
  • Facilitated organized record retrieval and access by maintaining filing system for both in-house and discharged residents.

Flight Attendant

Ansett Airlines
Perth And Melbourne Airports, VIC
05.1988 - 02.2002
  • Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
  • Answered passengers' questions and provided solutions to issues arising during flights.
  • Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
  • Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
  • Drove passenger satisfaction by answering questions and providing solutions to issues arising during flights promptly.
  • Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.

Skills

  • Multi Tasking
  • Operational Support
  • Customer service understanding
  • Training and mentoring
  • Staff education and training
  • Flexible & Adaptable
  • Training material development
  • Classroom expertise
  • Planning and Coordination
  • Safety processes and procedures
  • Staff Management

References

Tony Pozzi - Lounge Operations Manager, Qantas Airways

0438 605 398


William Frisina - CQV Team Leader - Mercure Hotel

0401 571 185

Timeline

Resident Support Officer

Covid Quarantine Victoria
07.2020 - 02.2022

Team Leader Lounges

Qantas Airways
03.2012 - 10.2020

Training Coordinator

Qantas Airways
03.2006 - 03.2012

Medical Office Assistant

Sportsmed Subiaco
05.2002 - 08.2004

Flight Attendant

Ansett Airlines
05.1988 - 02.2002

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Vivienne Ellard