Daniel Lang Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, Australia

Leadership of an operational team of 30 Load Controllers. Incorporating employee performance and development, workforce and resource planning, develop and define training requirements and operational policy and procedure, ensuring compliance with government regulator and company policy, ensuring financial, operational, and performance target were met, and the development of reports on team, operational performance and customer satisfaction. I created a training and performance platform for load controllers that improved safety performance of the business. I was also involved in and led a number of key transformational projects that improved safety and performance of the business, centralisation of operational centres, knowledge and resources, as well as opening the business to new markets.

Sydney, Australia

Supervision of a team of 50 Load Controllers, in a shift work environment. I was responsible for daily shift co-ordination, disruption management, operational and performance targets and to drive team performance and emphasis a safety culture. I created a quality assurance program to ensure Load Controller compliance with company and regulator policy and procedure, as well a performance monitoring and feedback system for Load Controllers, to embed continuous improvement.

As Customer Service Supervisor, I was responsible for the check-in, ticketing, concourse, load control and lounge teams, leading a team of 30. I provided an escalation point for customer service agents and customers and managed difficult situations with tact and resilience. I also created and defined procedures for operational supervisory teams. I received a number of customer service awards for dealing with business and environmental disruptions during my time in this role.

As well as the duties of a Load Controller, as Load Control Senior, I was responsible for the co-ordination of the day to day operation of the team, ensuring Load Controllers had adequate breaks, monitoring delays and disruptions, reporting on safety incidences. I was also, a reference point for trouble-shooting and problem-solving load control problems, including the Altéa Flight Management system, buddying new load control staff and the Altéa Flight Management system and reporting of any issues related to in-flight catering

As a Load Controller I was involvement in the co-ordination of aircraft loading on Dash-8 aircraft which involved, monitor weight and balance, ensuring centre of gravity and safety for each flight, troubleshoot any problems with passenger placement, fuel intake, catering, baggage and freight or their weight, liaising with baggage handlers, ground handlers, operations staff and pilots and ensure compliance with standard operating procedures.

Being the face of Qantas, I was required to provide exceptional customer service to customers at check-in and the departure gate, as well as dispatch flights, co-ordinate aircraft turnarounds, deal with lost baggage enquires, train new employees, liaising with pilots, cabin crew, ramp and engineers.

As the first point of contact for a potential Qantas customer, I was required to promote Qantas and its partners to ensure a sale for the company. I was also required to service existing customers with service of bookings and general enquires, train new employees, and be an escalation point for customer complaints and disruption.

Bachelor Of Environmental Science, Environmental Science And Geography

Diploma, Project Management

Certificate Iv, Organizational Leadership