Moana Kilmartin

Experience

• 

  Air New Zealand

  Jun 1998 - Jun 2020

  Managed a team who delivers and ensures compliance to the safety and integrity of the Ramp operation for Air New Zealand operation. Team managed both jet and turbo-prop fleet for all 50+ airports network wide. Worked with Airports and other stakeholders to develop iniatives to enhance customer experience while travelling on Air New Zealand. Lead a number of projects and provided insights and recommendations to the business on processes and procedures to deliver an exceptional customer experience throughout the network. Managed the Airports team to streamline training processes and deliver to the business requirements, forecasted yearly. Managed a team of On Job Trainers to deliver to the training standards and provide on going support for newly trained staff into the business. Developed and delivered Air New Zealand Airport training modules to the all airports throughout the network. Managed a team of On Job Trainers with training requirements for Airports and support modules for staff upon completion of training. Worked as a Customer Services representative for Air New Zealand based at Auckland International Airport. Assisted customers through the airport journey, from check in to the departure gate. Also worked on other airlines systems who were at the time ground handled by Air New Zealand.

  • Operations Standards Manager

    Jan 2018 - Jun 2020

  • Customer Experience Product Lead - Airports

    Jul 2015 - Jun 2020

  • Training Consultant

    Sept 2012 - Jun 2015

  • Training Facilitator

    Jun 2003 - Sept 2012

  • Customer Service Representative

    Jun 1998 - Jun 2003
• 

  Auckland Airport

  Nov 2020 - now

  • Customer Experience Improvement Manager

    Nov 2023 - now

  • Operations Performance Improvement Manager

    Nov 2020 - Nov 2023