Yanira Cerna
Seabrook ,VIC
Summary
Proven achiever with experience at Qantas Ground Services, where I significantly reduced passenger complaints and optimized ground operations. Skilled in multitasking and teamwork, with a strong work ethic and deep knowledge of flight scheduling. Demonstrated ability to enhance operational efficiency and team coordination, ensuring timely flight departures.
Overview
19
19
years of professional experience
Work History
Ground Staff Member
Qantas Ground Services
02.2008 - 01.2020
- Reduced passenger complaints through active listening, empathetic communication, and prompt problem resolution.
- Optimized ground operations by regularly updating standard operating procedures in line with industry best practices.
- Maintained flight schedules by coordinating with cabin crew, and ground service providers.
Customer Service Cashier
Woolworths Group
04.2001 - 10.2007
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
Education
Certificate III - Business
TAFE
Perth, WASkills
- Strong Work Ethic
- Multitasking proficiency
- Teamwork capabilities
- Flight Scheduling Knowledge
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Ground Staff Member
Qantas Ground Services
02.2008 - 01.2020
Customer Service Cashier
Woolworths Group
04.2001 - 10.2007
Certificate III - Business
TAFE