Steven Martin Email and Phone Number

This acting role enabled the CEO to complete a six week Churchill Fellowship, traveling around the globe to research truth telling.

As an Airport Customer Experience Manager, I supervise a team of 55 direct reports, as well as oversee the operations and over 100 staff on shift in the Customer Experience department, managing overall port performance and ensuring accomplishment of set objectives in strict adherence to safety standards. This role enables me to advance a strong culture of operational excellence across the port.I regularly practice and administer performance management and case management, overseeing staff and portfolios to significantly improve workplace focus, productivity, culture and customer service. Having to oversee operations to ensure customer service excellence, I regularly resolve operational challenges, including network disruptions, delays and cancellations, infrastructure limitations and customer service escalations.The ongoing development of teams is another of my roles, and along with this I frequently conduct talent and succession planning to bolster strategic objectives and company transformation, as well as provide guidance, coaching and leadership for staff and employees across the port. Having a hand in change within the company, I identify points of improvement after thorough review of current standards and practices and developed plans, strategies and solutions for implementation, furthering port advancement at strategic and operational levels. One of my key strengths is service recovery, as I settle after hours incidents for cabin crew and lounges, executing escalation management and ensuring all issues are addressed appropriately. Lastly, I regularly document, report and present on team feedback, operational performance and resource management.

It was my duty as a Customer Service Manager to direct cabin crew performance and practices, managing cabin crew to deliver outstanding service for each flight in strict accordance with safety standards. To further support the cabin crew, I provided guidance, coaching and leadership, exercising extensive knowledge and understanding of company objectives and business direction, relevant legislation and policies and standards of service and safety.I also monitored allocation of customer service teams and resources, planning and developing strategies accordingly to ensure the attainment of key performance indicators (KPIs). In reporting these strategies, I was able to establish and maintain effective relationships with key stakeholders including senior managers and staff. I also developed objectives and plans for customer satisfaction, and supervised staff to meet them on a consistent basis.Key Achievements:• Successfully maintained the cabin crew’s reputation to be a distinct competitive advantage for Qantas.• Competently and effectively responded to customer issues, transforming customer dissatisfaction into positive experiences and demonstrating excellence in service recovery.

My commitment as a Staff Development Nurse/Clinical Nurse Educator maintained that I oversee the ongoing education and training of staff within the designated clinical areas. This meant that I managed their assessment, planning, implementation and evaluation throughout their cycles in the hospital as nurses. This began with the orientation of new nurses.Being in charge of their education, I mapped and prepared quality programs for nurses, conducting thorough research of current training and education and integrated best practices into training and development of nurses. With this, I also evaluated existing practices and programs and development improvement programs and strategies, boosting the effectiveness of nursing education. I also directly facilitated regular surgical nursing day training workshops, and provided support through training, guidance, coaching and mentorship. At Mercy Hospital, I also worked as a registered nurse for five months. As a regular nurse, I assessed patient conditions and identified problems, anticipating needs and planning and implementing plan of care. I also monitored unstable situations and rapid changes to workloads, urgently communicating and reporting them to relevant channels to quickly address potential issues to patient care. Throughout all this, I closely collaborated with all levels of management, ensuring the timely delivery of education.Key Achievements:• Effectively designed and developed a modified Basic Life Support training program that is still in use to this date, after identifying gaps between industry standards and current staff knowledge and skill. • Significantly contributed to design, development and implementation of hospital’s first structured graduate nurse program. • Recognised with the Education Department for excellence in education, professional development and systems in processes with Extensive Achievement (EA) Level 4 ACHS accreditation.

As a Cabin Crew/In-Flight Trainer also overseeing recruitment, part of my role was to supervise the training, coaching and mentoring of cabin crew staff to ensure the delivery of exceptional customer service. In lieu with this, I planned and developed training materials in accordance with service, operational, and company requirements, and monitored cabin crew staff performance and conducted regular assessments and evaluations. With all this, I advanced a culture of best practices in safety and service, maintaining a safe and secure environment.On the recruitment side, I oversaw cabin crew assessment centres, reviewing documents and assessment to screen potential candidates. Key Achievements:• Recognised for professional excellence as nominee for company-wide SPIRIT reward program in the category of Performance, Relationships, Integrity and Trust. • Contributed significantly to the negotiation of new flight attendance as FAAA Union Delegate in the EBA 2008.

As a Level 2.1 Clinical Nurse for the Coronary Care unit, much of my job was to facilitate the other nursing staff. I oversaw direct nursing care operations for registered and enrolled nurses, providing clinical and professional leadership. Supervision of them entailed that I extended assistance to registered and enrolled nurses, supplying guidance, clinical resources and problem-solving support.Furthermore, I regularly coordinated with specialist consultants and allied health professionals, collaborating with them on best patient care practices and actively contributing to decision-making processes for clinical management practices.For my regular nursing duties, I supported patients with provision of advanced clinical care, in adherence to frameworks for nursing decision-making, as well as reviewed and analysed existing practices in the clinical management of patient care, identifying problem and developing plans for improvement in coordination with other staff. I also reported urgent, rapidly changing situational issues to relevant channels.