Alexander Ryall M.Av.Mgt Email and Phone Number

- Provided expert advice on airline and airport operations, as well as consumer issues in aviation, toinform policy decisions and enhance regulatory frameworks.- Contributed to the Aviation White Paper implementation, ensuring effective execution of policy recommendations.- Supported the creation of the Aviation Ombuds Scheme, helping establish mechanisms for complaint resolution within the aviation sector.- Participated in the East Melbourne Aircraft Noise Task Force, contributing to actionable noise mitigation strategies post-consultation.- Facilitated high-level meetings with key stakeholders to discuss and align on government policy initiatives, ensuring clarity and shared objectives.

- Led and managed the Rex Adelaide Customer Service department, National Jet Express operation, and the Fixed Base Operator (FBO).- Cultivated a service-oriented culture while overseeing a team of 6 direct report leaders and approximately 50 indirect front-line customer service professionals.- Responsible for all staff performance and conduct HR matters in addition to recruitment activities. - Coordinated state-wide FIFO flight operations to multiple sites maintaining a high level of SOP compliance as confirmed by multiple internal audits. - The responsible manager of client contracts generating annual revenue of $30 million.- Achieved a 97.07% on-time departure rate, ensuring accountability and reliability.

- OTP continuous improvement project - VIP FIFA world cup project - New HR and recruitment process

- Leadership of day of operations within Swissport International customer service across 10 client airlines. - Drove a client-centric culture while leading a workforce of ≈250 direct report customer service personnel including supervisors, trainers, operations controllers, and customer service staff.- Management of the stakeholder relationship between Swissport and client management, ensuring an exceptional service delivery standard is maintained.- Lead all human resource matters including the development of a performance strategy for all probation staff.- Responsible for on-time performance, delay investigations, and any required corrective actions.- Development and implementation of business processes, standard operating procedures, and OPEX budgets.- Coordination and management of the startup of 4 client airlines exceeding initial key metric expectations.

As a Regional Coordinator at Qantas, my role encompassed responsibilities typically associated with Customer Service Manager, Ramp Manager, Baggage Manager, and Fleet Presentation Manager.- Performance management, coaching, and development of a team of supervisors, trainers, and ≈170 direct report Qantas Ground Services staff across multiple teams within QantasLink ground operations and customer experience and Qantas domestic customer experience.- Management of the relationship between Qantas Ground Services and the Transport Workers Union of Australia (TWU) and supported enterprise bargaining agreement negotiations.- Responsible for the stakeholder relationship between Qantas Ground Services and QantasLink and Qantas.- Development and monitoring of all Service Level Agreements.- Continuous identification of commercially beneficial opportunities to drive revenue.- Responsible for on-time performance, delay investigations, and any required corrective actions.- Coordination of all safety investigations, security incidents, Human Resources cases, injury management, and recruitment activities.- Management of property, ground service equipment (GSE) ensuring operational effectiveness. - Ensured procurement activities followed appropriate corporate frameworks.- Developed a new onboarding program for a group of 80 new starters, with a focus on providing a consistent and streamlined process, resulting in an improvement of staff retention on previous onboarding programs.- Driving a workplace culture of customer-focused, continuous improvement, “Can do, will do”

My time at Rex was spent as a part of the network operations team that managed both the regional and domestic nationwide networks. It was my responsibility to manage all aspects of the 250+ daily flight schedule operated by a fleet of approx. 60 aircraft including the world’s largest fleet of Saab 340 aircraft. To achieve this, I was required to engage with both customer service and ramp staff. It was also my responsibility to monitor, and engage with all 500+ pilots and cabin crew. This included allocating duties that follow both CASA and EBA requirements while also ensuring company resources were applied efficiently. A major part of this role was leveraging strong time management and communication skills to ensure all key airport stakeholders were utilised to ensure service delivery performance. This resulted in Rex consistently ranking first for on-time performance and cancellation rates. In this position I received dangerous goods, emergency response, safety management systems, and human factors training.

In this role, it was my responsibility to maintain the operational effectiveness of all aspects of the store. This included management, training, and coaching of all staff, rostering, inventory management, and simulation operations. I was also accountable for ensuring exceptional customer service and driving a safety culture. One aspect of this position that I found particularly rewarding was the rostering; I implemented a more streamlined roster to provide staff with a more structured and consistent work schedule, achieving better productivity and reducing staff costs by 20%.

This position instilled in me the importance of being able to adapt and change my approach to best suit both the client and business needs. My responsibilities included scheduling client flights, processing customer orders, and general client relations while always maintained a high customer service standard within the store. In addition to my role as an instructor, I acted as the Head of the Flying Club; This was a club for a select group of regular clients that received premium service and more in-depth training. During my time in this position, flying club client retention improved, resulting in a 21% increase in revenue.

Received multiple awards for exceptional customer service