Summary
Overview
Work History
Education
Skills
Referees
Timeline
Generic

Antony Wallace

72a Daniels Rd, Redwood, Christchurch,CAN

Summary

I currently work as a Crew Controller in Regional Operations Centre in Christchurch. This role can be a fast paced, high intensity role, requiring me to step up at a moments notice to deal with any incident that comes my way. As a result I am used to working in unexpected high pressure situations and having to make decisive decisions while remaining calm and focusing on the job at hand. I have outstanding problem-solving and negotiation skills and thrive in this environment. I maintain great time management to ensure tasks are completed on time and accurately. I look to facilitate a team environment at all times so that our goals are met and we keep the continuity of the business moving. Maintaining a positive and seamless image of the organisation is front and centre and something I strive to achieve with every interaction.

Overview

33
33
years of professional experience

Work History

Regional Operations Centre Crew Controller

Air New Zealand
, Christchurch
11.2022 - Current
  • Respond in a timely and efficient manner to crew inquiries relating to current or future rosters and / or schedule changes.
  • Maintained up-to-date knowledge of relevant laws, regulations and best practices pertaining to crew contracts.
  • Maintained communication with crew regarding flight schedules, delays or cancellations.
  • Ensure that crew training is up to date and current in the live roster to ensure they maintain their current ability to operate.
  • Conducted training and evaluations of new or transitioning crew members, providing feedback and coaching.
  • Manage and crew open flying duties to ensure the seamlessness of operation and minimize disruption.
  • Liaise with both internal and external partners to ensure the smooth running of the daily operation.
  • Ensure effective communication with fellow employees to maintain a seamless operation.
  • Selected by ROC team members to be their Union Delegate.

Snr Constable Road Policing

NZ Police
, Christchurch
07.2005 - 10.2022
  • Acting Sergeant for various durations over the past 12 years, ensuring decisive decisions are made and communication is concise in this fast paced and constantly changing work environment.
  • As Acting Sergeant ensuring staff and public are kept safe in all situations and constantly re assessing the situation to ensure this safety is constantly maintained.
  • As Acting Sergeant adapting and adjusting the plan for the day as required to meet unexpected disruptions while ensuring the smooth running of our team.
  • As Acting Sergeant ensuring KPI targets are kept front and centre and adjustments made to ensure the reaching of these targets.
  • The planning, writing and implementation of Operational Orders for Canterbury Show Week for Canterbury Road Policing.
  • Part of the Canterbury Police Motorcade team, ensuring and maintaining the seamless transportation of diplomats and dignitaries when guests of our country and having foresight to mitigate or avoid potential risks.
  • Promoted and maintained good community relations.
  • Enforced laws and investigated cases.
  • Testified in court to present evidence or act as witness in traffic and criminal cases.
  • Evaluated complaints and emergency-request information to determine response requirements.
  • Rendered assistance to accident victims and other persons requiring first aid for physical injuries or medical crisis.
  • Analyzed and evaluated information to determine appropriate course of criminal prosecution.
  • Protected motorists and pedestrians by providing traffic control at traffic accident scenes, congested areas, schools and special events.
  • Supported positive relationships between community leaders and general public by demonstrating courteous and cooperative behavior when interacting with citizens and visitors.
  • Researched and Compiled a policy for 'Management of Older Drivers'.
  • Partnered with team members to implement service initiatives and achieve team objectives.

Operations Manager

Maxwells Drycleaning (S.I) Ltd
, Christchurch
03.2002 - 07.2005
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Managed scheduling, training and inventory control.
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Planned delivery routing, team workflows and promotional initiatives.
  • Improved morale and management communication by creating employee recognition and rewards practices.
  • Developed initiatives for process improvement and reviewed and assessed ongoing operations.
  • Oversaw financial management, budget management, accounting and payroll activities.
  • Created corrective actions based on adverse KPI trends.
  • Controlled departmental facilities use and approved requests for repairs or improvements.
  • Analyzed and controlled materials, supplies and equipment operational expenses.
  • Anticipated and tracked operational and tactical risks to provide strategic solutions.
  • Collaborated with team leaders on quality audits.
  • Motivated and evaluated personnel for performance improvement and goal achievement.
  • Addressed customer concerns with suitable solutions.

Customer Service Representative

Telecom NZ
, Christchurch
04.2001 - 03.2002
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Exceeded company productivity standards on consistent basis.

Sales Executive

Gullivers Pacific Holidays
, Christchurch
10.2000 - 04.2001
  • Retained clients and obtained referrals by promptly resolving customer complaints, providing value and promoting quality.
  • Contacted customers to notify of upcoming promotions and cultivate business relationships.
  • Explained features, advantages and benefits of products and services in clear, concise language.
  • Communicated regularly with territory and regional managers for daily support and strategic planning.
  • Followed up face-to-face guest interaction with email, phone, or mail correspondence.
  • Contacted current and potential clients to promote products and services.
  • Cultivated strong professional relationships with industry partners and created focused campaigns to drive business development.
  • Addressed customer concerns and promptly resolved issues to boost client satisfaction.
  • Answered customer questions and responded quickly to problems and complaints in person, on phone and by email.
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
  • Collaborated with other sales team members to share selling strategies and gain new insights.
  • Resolved tension with customers complaining about products, services or store personnel, answering product questions and providing instructions for complaints.

Customer Service Representative

Public Trust Customer Help
, Christchurch
05.2000 - 10.2000
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Customer Service Representative

Cable & Wireless Optus
, Melbourne
11.1999 - 04.2000
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Department Supervisor, Airfares

Tek Travel Limited
, Christchurch
03.1995 - 10.1999
  • Supervised employees in Airfare department and ensured business continuity.
  • Achieved sales goals and business objectives by motivating staff and promoting Airfare and Airline products along with liaising directly with Airline contacts.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Educated customers on special / specific pricing or routing opportunities and company offerings.
  • Asked probing questions to determine service needs.
  • Accurately completed quotations, providing routing itineraries and pricing along with alternative solutions if applicable.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Explained benefits, features and recommendations to maximize client retention.

Customer Service Representative

Passport United Holidays
04.1994 - 03.1995
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Educated customers on special pricing opportunities and company offerings.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Customer Service Representative

International Travel Wholesalers
, Christchurch
06.1992 - 04.1994
  • Educated customers on special pricing opportunities and company offerings.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Education

Diploma - Police Workplace Practice (Level 5)

Royal NZ Police College
06.2007

Basic Training Course - Wing 227 - Academic Excellence

Royal NZ Police College
Porirua
11.2005

Diploma - IATA/UFTAA Standard Course

IATA
Geneva
10.1997

Certificate in Travel & Tourism L2 -

Sir George Seymour College
Christchurch
12.1993

Certificate in Travel & Tourism L1 -

Sir George Seymour College
Christchurch
04.1992

Some College (No Degree) - B Bursary

Burnside High School
Christchurch

Skills

  • Critical Thinking
  • Time Management
  • Problem-Solving
  • Emergency Response
  • Community Relations
  • Team Building and Development
  • Decisive Decision Maker
  • Multitasking and Prioritization
  • Calm and Professional Under Pressure
  • Concise Communicator

Referees

Wal Campbell

Sergeant, NZ Police, Christchurch Central

Ph: 021 192 0608 (work) or 027 284 3407 (private)

Email: Warren.Campbell@police.govt.nz

.

Huata Arahanga

Victim Support - District Manager - Canterbury & Southern

Ph: 022 029 5630

Email: huata.arahanga@victimsupport.org.nz

Timeline

Regional Operations Centre Crew Controller

Air New Zealand
11.2022 - Current

Snr Constable Road Policing

NZ Police
07.2005 - 10.2022

Operations Manager

Maxwells Drycleaning (S.I) Ltd
03.2002 - 07.2005

Customer Service Representative

Telecom NZ
04.2001 - 03.2002

Sales Executive

Gullivers Pacific Holidays
10.2000 - 04.2001

Customer Service Representative

Public Trust Customer Help
05.2000 - 10.2000

Customer Service Representative

Cable & Wireless Optus
11.1999 - 04.2000

Department Supervisor, Airfares

Tek Travel Limited
03.1995 - 10.1999

Customer Service Representative

Passport United Holidays
04.1994 - 03.1995

Customer Service Representative

International Travel Wholesalers
06.1992 - 04.1994

Diploma - Police Workplace Practice (Level 5)

Royal NZ Police College

Basic Training Course - Wing 227 - Academic Excellence

Royal NZ Police College

Diploma - IATA/UFTAA Standard Course

IATA

Certificate in Travel & Tourism L2 -

Sir George Seymour College

Certificate in Travel & Tourism L1 -

Sir George Seymour College

Some College (No Degree) - B Bursary

Burnside High School

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Antony Wallace