• Accountable for the leadership and operational management of on-board teams to ensure passenger and crew safety maintained at all times.• Driving a customer centric ethos across the team optimising customer experience levels by offering exemplary service in line with company protocols.• Motivational leadership to develop high performance teams and utilising coaching and training to optimise employee engagement, knowledge development and retention.• Orchestrating the development of crew knowledge, experience and confidence; delivering safety and on-board product training to new crew and promoting knowledge sharing to enhance overall team awareness and skills.• Responsible for the on-board safety and security of all passengers and crew for short and long haul flights by adhering to regulatory and legislative protocols including VAA safety, security, aviation and medicine procedures.• Responding to problems and issues with limited resources and within the confines of the aircraft; utilising innovative and creative problem solving skills ensuring problems resolved efficiently with minimal passenger disruption.• Emergency situation management utilising pragmatic and solution based approach to ensure passenger and crew safety.

Pivotal member of the team responsible for the creation of the Tempus Locator Card designed for medical diagnosis of sick passengers on-flight which was successfully implemented across all fleets.Member of the hand-selected crew who completed the proving flight with the CAA on the company’s first 787-9 Dreamliner.Regularly Deputised for the Flight Service Manager with full responsibility for the on-flight welfare and safety of the aircraft, passengers and crew.Supported the re-introduction of the Gold Card system working in conjunction with Delta Gold Premium, Diamond Customers and UNIQ customers including top flyers, HNW customers and celebrities.Accountable for the leadership and development of a team of 15 crew members incorporating in-flight observation and training, appraisals and objective setting and individual performance development planning.Ensured ongoing compliance and adherence to all policies, regulatory and legislative protocols.Owned the customer complaint process and swiftly applied mutually beneficial resolutions to minimise issue escalation.Orchestrated operational excellence and high performance across the team through the dissemination of up to date company information, skill and knowledge sharing cultures and ongoing constructive feedback to drive individual development.Managed a number of on-board trials for the business for Upper class service concepts and enhanced economy services.Reviewed operational and service procedures to identify and implement updates and foster a continuous improvement culture.Monitored all performance metrics, produced and delivered required reporting including Flight Quality Reports, J Cat Forms and Cabin Defect Logs.

Selected to support the largest implementation project across the business designed to deliver improved global efficiency and service levels.Seconded to deliver national and international (USA, AUE and Asia) training for the new AIR4 system, coaching and developing large multi-cultural teams.Adopting various training and communication techniques to accommodate different learning styles and ensured all technical information disseminated clearly across multi-skilled audiences.Worked collaboratively with key stakeholders including Airport and Training Managers, Check In/Gate Leads, Turnaround Co-ordinator, Supervisors, Ticketing Agents and the AIR4 Team Managers to deliver engaging and informative training driving team knowledge development.Fostering a positive change ethos to maintain team morale and performance during the system transition and ensured that all teams achieved require levels of system understanding prior to launch.Supported the system implementation day ensuring all teams fully supported and promptly dealt with issues to minimiseoperational disruption.Ensured continued delivery of all client and internal SLA’s throughout system implementation process.

Maintained exceptional service levels within the Upper Class section delivering outstanding customer service in high pressuredand time critical environments while maintaining corporate and regulatory standards.