Stela Armstrong

Experience

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  Air Nostalgia

  Jan 2000 - Jan 2008

  Cabin Supervisor/ Office Admin and Safety officer

  Cabin Supervisor Office assistant Conduct pre-flight cabin checks and receive prepared meals, beverages and equipmentCheck all passengers inBoardingSafety regulationsDistribute reading material and serve meals and drinksProvide First Aid Treatment and assist sick passengersAnticipate and provide for the comfort of passengers needing special attention, including unaccompanied children, parents with infants, people with disabilities, the elderly and non-English-speaking passengers.Take action in the event of turbulence, mechanical malfunction, or unlawful acts by passengers.Assist the Captains with refuelling, loading and oiling the plane.Manage office / administration and marketingHandle complaints and Solve problemsAssisting with the safety operation Show less

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  Virgin Australia

  Jan 2011 - Jun 2018

  Guest Service Coordinator and Day of Operations at Virgin Australia Day of Operations

  • Coordinating staff and leading the team, giving them the right tools/equipment and knowledge to do their jobs safely.• Coach, support, develop and assist staff with the day to day operation ensuring that OTP is achieved and KPI's are met.• Responsible for the effective allocation of rostered team members required to meet operational coverage outcomes for safety, service delivery, OTP and achieving productivity.• Review and initiate coverage requirements on the basis of schedule disruption or team member absences ensuring safety, security and cost KPI's are achieved.• Allocation (both initial and ongoing) of flights/gates desks against resource plans.• Regular analysis of passenger movements e.g.: Special service requests, passenger loads, dead load information of freight and weather factors to ensure sufficient resources are assigned to tasks and flights.• Managing and coordinating the service desk by delivering excellent customer service and satisfaction to all passengers whilst maintaining a high level of safe operating procedures and policies.• Handling complaints and solve problems under pressure.• Ensure that team members are briefed on up to date policies and procedures.• Make quick decisions.• Assisting staff with the airline program Sabre.• Ensure all connecting passengers are not disrupted, by moving their flights, accommodating them in hotels and liaising with other ports and airlines to ensure the passengers experience seamless travel.• Closing of flights on time and ensuring that passengers with special requests are accommodated.• Ensuring the weight and balance of the aircraft is correct.• Assisting with boarding, checking-in and making announcements. Show less

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  Yarra Trams

  Jun 2018 - now

  • Contributed to the improvement of the customer centricity of the organization, while embedding a customer service culture where all reports “Think like a passenger”;• Developed and implementing strategies to improve customer satisfaction, and efficiently coordinating the Customer Service Employees;• Provide ongoing coaching, feedback and support to direct reports;• Monitoring absence and return to work follow-ups;• Ensuring consistency and efficiency across the unit by implementing and monitoring a task observation program and assisting in the development of accredited training;• Fostering a zero harm culture, with safety at front of mind for all employees.• Passion about customer centricity within organisations;• Experience of empowering staff, influencing behaviour and delivering through others;• Proven success in meeting demanding budgetary and workforce productivity targets;• Strong leadership skills, relationship management skills and the ability to effectively manage and motivate staff;• Focus on service quality, including both safety and customer service:• Excellent communication, negotiation and persuasion skills;• High level planning, organisation, problem solving and prioritisation skills;• Competent in the use of PC’s, Microsoft Office and other role specific software packages. Show less

  • Team Manager

    Aug 2023 - now

  • Team Manager, Customer Support

    Jun 2018 - Aug 2023