As leader in the Short-Haul group I contribute to the cross-functional development and execution of the Airlines Offshore strategy. My remit is to lead customer experience, operations, and manage commercial relationships with third party suppliers, whilst ensuring safety, and regulatory compliance. Critically navigating complex airport company and government affairs across Air New Zealand’s 9 Australian Airports and 240 weekly flights.

I led the project implementation, from RFP through to operational handover to the business, of a large-scale Australian Ground Handling transition. This included the transition of customer service and ramp staffing to Qantas in Adelaide, and Cairns, and Swissport in Brisbane, Sydney, Melbourne, Adelaide, and Perth as well as cross-functional airline eco-system engagement with successful engagement and communication outcomes.Project management was lead in conjunction with Swissport… Show more I led the project implementation, from RFP through to operational handover to the business, of a large-scale Australian Ground Handling transition. This included the transition of customer service and ramp staffing to Qantas in Adelaide, and Cairns, and Swissport in Brisbane, Sydney, Melbourne, Adelaide, and Perth as well as cross-functional airline eco-system engagement with successful engagement and communication outcomes.Project management was lead in conjunction with Swissport teams from recruitment through to training and on-the-job support with collective international support offered from across Australia, New Zealand and the Cook Islands.Notable Achievements• Successfully transitioned, over a six-week period across all ports, 174 flights per week.• Delivered the project under budget and on time during a record summer storm season with several very challenging weather events.• Negotiated RFP for a five-year Australian ground handling agreement for eight major Australian airports, improving service level agreements whilst maintaining costs base. • Improved Australian on-time performance for airport delays by three per cent via successful implementation of a tailored service level agreement, and revised structure with ground handling partners. • Safe transition between diverse suppliers across varied airport infrastructure of high-volume airports; Sydney, Melbourne, Brisbane, Perth, Adelaide, and Cairns. Show less

I was responsible for the day-to-day oversight and management of the operational performance of each port, ensuring a high standard of customer service was delivered and targets were achieved. Notable Achievements• Recruited and developed a strong Airport Operations Manager leadership team, who in turn – developed strategies to support coaching and empowering of their third-party suppliers. • Formed a strong collaborative partnership with Sydney airport company, and key… Show more I was responsible for the day-to-day oversight and management of the operational performance of each port, ensuring a high standard of customer service was delivered and targets were achieved. Notable Achievements• Recruited and developed a strong Airport Operations Manager leadership team, who in turn – developed strategies to support coaching and empowering of their third-party suppliers. • Formed a strong collaborative partnership with Sydney airport company, and key industry stakeholders within the region. Depth of partnership extended beyond operations encompassing key commercial areas and continuous improvement. • Developed strong collaborative links between Sydney, AU region and onshore New Zealand airports, and other non-operational business units. A collaboration that led to the sharing of ideas and innovation – streamlining process and reducing costs. • Transformed the Melbourne airport management team, through empowerment and ongoing coaching, creating a culture of high performance, and accountability.• Oversight and performance management of underperforming suppliers, improving customer experience metrics, and on-time performance. • Leveraged partnerships with internal and external stakeholders, supporting implementation of key projects such as: the renovation of Melbourne lounge, rollout of automated check-in at Adelaide and introduction of Boeing-787 services at both Melbourne and Adelaide. • Led a culture of accountability, transparency and performance management to reset the Air New Zealand Perth team, improving engagement and employee performance. • Established a customer focussed culture with a drive towards continuous improvement – recognising and rewarding third-party staff and fostering a collaborative feedback cycle valuing their ideas – leading to improvement in customer experience scores across all metrics. Show less

As Passenger Services Manager, I was responsible for managing the front of house and operations teams. Building relationships with the airport company, and airport community. Critically ensuring safety, whilst delivering exceptional customer service, managing on time performance, and supporting the needs of client airlines. Notable Achievements• Led a unionised team of frontline customer service staff of over 200.• Managed the Melbourne operational portfolio of 8 client airlines… Show more As Passenger Services Manager, I was responsible for managing the front of house and operations teams. Building relationships with the airport company, and airport community. Critically ensuring safety, whilst delivering exceptional customer service, managing on time performance, and supporting the needs of client airlines. Notable Achievements• Led a unionised team of frontline customer service staff of over 200.• Managed the Melbourne operational portfolio of 8 client airlines (Emirates, Air New Zealand, Qatar Airways, Philippine Airlines, Air India, China Southern, China Eastern) responsible for management of timer performance, and customer experience. • Transformed a low engagement team, building a culture of transparency, accountability, and empowerment Show less

As Passenger Service Duty Manager, I was responsible for the on-shift leadership of a team of 50+ staff working across up to 43 flights. Responsible for effective coordination and management of resources for on and off schedule flights, disruption management, emergency response activities and performance management of team members. With a diverse range of client airlines from across the globe with complex operating models, operational requirements, and a diverse customer base this role… Show more As Passenger Service Duty Manager, I was responsible for the on-shift leadership of a team of 50+ staff working across up to 43 flights. Responsible for effective coordination and management of resources for on and off schedule flights, disruption management, emergency response activities and performance management of team members. With a diverse range of client airlines from across the globe with complex operating models, operational requirements, and a diverse customer base this role whilst challenging was extremely rewarding and provided a brilliant platform to build my operational background, and leadership skills. Show less

The Passenger Services Supervisor, and training role was responsible for on the day management of the operations. Critically coordinating complex resourcing plans to align with multiple client schedules, and complex staff training requirements. With safety a core activity, regular Airport Management audits, and compliance checks were a key focus of this role.During this time as the SME and Port Trainer for Virgin Australia, and Qatar Airways, I was responsible for delivering relevant… Show more The Passenger Services Supervisor, and training role was responsible for on the day management of the operations. Critically coordinating complex resourcing plans to align with multiple client schedules, and complex staff training requirements. With safety a core activity, regular Airport Management audits, and compliance checks were a key focus of this role.During this time as the SME and Port Trainer for Virgin Australia, and Qatar Airways, I was responsible for delivering relevant airline system, procedures, and product training- from check-in through to operations control, and dispatch functions. The role also included recruitment and induction training into dnata. Show less

The Aircraft dispatcher at dnata is responsible for the coordination of turn around activities in accordance with client airline precision timelines. With a strong safety before schedule mantra I lead a diverse team, from multiple suppliers (cleaning, catering, engineering companies, along with government agencies, and airline crews) working to collaboratively achieve high levels of on time performance. Working with such a diverse range of stakeholders, locally and back in Airline head… Show more The Aircraft dispatcher at dnata is responsible for the coordination of turn around activities in accordance with client airline precision timelines. With a strong safety before schedule mantra I lead a diverse team, from multiple suppliers (cleaning, catering, engineering companies, along with government agencies, and airline crews) working to collaboratively achieve high levels of on time performance. Working with such a diverse range of stakeholders, locally and back in Airline head offices around the world, required a strong set of communication, influencing and stakeholder management skills. I loved the rush from effective multitasking and prioritization working to return aircraft back to schedule services after disruptions, know that I had contributed to get customers away on the journey and to their destinations. Show less

Operating around QantasLink's regional ports as a solo flight attendant created a strong independent work ethic. The role was focused on primarily safety and security of the passengers. During my tenure with QantasLink, I gained exceptional skills in: • The ability to rapidly resolve conflicts, and deescalate tensions in enclosed cabin environments. • Continuous customer experience mindset, always putting myself in the customers shoes, with high levels of attention to detail… Show more Operating around QantasLink's regional ports as a solo flight attendant created a strong independent work ethic. The role was focused on primarily safety and security of the passengers. During my tenure with QantasLink, I gained exceptional skills in: • The ability to rapidly resolve conflicts, and deescalate tensions in enclosed cabin environments. • Continuous customer experience mindset, always putting myself in the customers shoes, with high levels of attention to detail. • Strong emotional intelligence, and adaptability from customers traveling for a variety of highly emotive reasons. • Constantly working with new teams, I gained firsthand experience in cross cultural communications, and adaptive interpersonal skills. Show less

As a part time sales assistant at Telstra I was responsible for meeting sales targets, upselling customers and increasing their commitment to their contracts. I found special enjoyment however looking after elderly customers who would come into the shop to pay their bills in person, and who were not always comfortable using mobile devices, and new technology.