Leanne Royston Email & Phone Number

Sydney, Nsw, Au

Miranda, New South Wales, Australia

Responsibilities: • Cover reception and undertake administration duties includes booking client appointments, processing claims, data entry and monthly reports • Greet clients, attend to all counter and telephone enquiries • Liase extensively with clients comprising of children and adults, some with complex needs, as well as clients with multicultural and Aboriginal and Torres Strait Islander backgrounds • Perform minor hearing aid repairs and troubleshooting • Maintain supplies inventory by checking stock to determine inventory level, anticipating needed supplies, placing and expediting orders, verifying receipt of supplies • Handle sensitive information in a confidential manner • Assist Clinicians with the provision of clinical services by proactively identifying client needs, offering professional advice and demonstrating the use of hearing aids

Sydney, New South Wales, Australia

Responsibilities: • Play an essential role in safety and genuinely care about delivering exceptional customer service • Greeting and assisting our customers • Conduct safety briefings • Sale of food and beverage services • Work as one team • Emergency and aircraft procedures • Effective communications within the cabin and cockpit

Mascot, New South Wales, Australia

Responsibilities:• Manage, provide direction and support volume demand across all Contact Centre channels with available resources to achieve operational SLAs • Ensure balanced decision making between customers, demand, cost and SLA to maximise customer experience• Identify operational problems and risks, work proactively with relevant stakeholders and take action to address these issues• Escalated items of significant impact with relevant audience providing clear, concise summaries of issues, supported by appropriate analysis and proposed resolution suggestions• Work collaboratively with other departments and negotiate with stakeholders in making operational decisions to deliver effective solutions and outcomes• Compile Contact Centre data and provide a Daily and a Weekly report to management• Genesys skills management audit and accuracy, ensuring integrity of skills and groups are always maintained accurately as per strategy• Management and administrative function in support of the Contact Centres in the onboarding and offboarding of frontline teams• Operate and manipulate Contact Centre systems to manage volume demand with available resources• Ensure daily Contact Centre targets and customer experience are a daily focus when making operational decisions• Report all incidents, hazards and security issues via appropriate reporting systemsAchievements:• Part of a team responsible for implementing Genesys Telephony Platform to Qantas Global Contact Centres• Active team member, responsible for the testing and implementation of Genesys• Compile Genesys procedures • Received numerous ThankQ, Qantas recognition platform

Mascot, New South Wales, Australia

Responsibilities:• Highly experienced ticketing and customer service consultant. Key strengths include resolving complex ticketing issues for domestic and International travel, processing financial queries and payments ensuring accurate data entry and adherence to policies and procedures.• Responsible for prioritising queues, considering imminent travel scenarios.• Assist Contact Centres, Capetown, Manila, Airport network worldwide, Qantas Frequent Flyer department, Commercial and Customer operations and One World Office with all ticketing and refund issues to deliver time critical customer service whilst maintaining revenue.• Ability to work unsupervised, problem solve and make relevant decisions with respect to commercial impact and imminent travel.• Communicate successfully across key stakeholders to achieve highest delivery of customer service requirements.• Interpreting and accurately calculating International and Domestic fares and rules.• Ticket Issuance, ticket reissues and refunds in AUD and foreign currencies.• Monitor wallboards to ensure it is always operating to capture the revenue which is generated through the Qantas Internet website.• Comply with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised.Achievements:• Excel awards and nominated for recognition through the Qantas ThankQ programme.• Chosen to train Customer Operations team in ticket reissues using specific workflow.• Wrote the Direct ticketing 24/7 rotational shift roster from 2008 through to 2015 considering the cost benefit to the company and follow EBA requirements.• Selected to train and mentor Qantas Direct Ticketing staff with new policies and procedures to a high standard to be efficient in their role.

Sydney, New South Wales, Australia

Responsibilities:• Hotline senior being available to consultants to direct and assist to achieve optimum customer service requirements. • Available at all time to take calls to capture revenue by selling and booking International and Domestic airfares to potential customers.• Selling car rental, Accommodation and Travel Insurance to our customers.• Delay handling which actions the rebooking of on-carriage of a delayed flight, so the customer was least impacted.• Special handling involved organising assistance for passengers that need medical requirements, so they have a smooth journey from beginning to end.• On-Job training and floor walking is ensuring new staff had the support whilst their first days on the phone.• Extensive knowledge of Qantas Reservations and Airport Procedures.• Relief phone Evaluator entailed listening to consultant’s phone calls to provide feedback to improve performance.• REACT (Reservations Emergency Activation Control Team) procedures. Achievements:• Customer Excellence Awards.• Relief Supervisor.• Many compliment letters from customers.• Service Above and Beyond Winner – January 1999. • Selected to be Relief Phone Evaluator.

Sydney, New South Wales, Australia

Responsibilities:• Offer customers a seamless service, including immediate transaction needs, financial information and product knowledge.• Engage with our customers and discuss their needs.• Actioned daily the Bank Reconciliation to finalise the day’s revenue.• Actively promote our financial products when serving customers and deepening customer relationships through quality needs-based conversations to explore customers financial needs and goals.• Referring customers to specialist bankers who can have quality needs-based solutions.• Ensure security of accountable documents in accordance with audit requirements.• Invested daily on the Australian Money market to maximise profitability for the Qantas Staff Credit Union.Achievements:• Relief Supervisor.• Involved with the project of setting up Member chequing facility for the Credit Union. Met with the Credit link Group to get it all set up which was a great success.• Many compliment letters from our customers.

Education record

Education record

Education record

Education record

Education record

Education record

Education record

Education record

Education record