Emily Kate Scanlan

• Managed high-stress situations with compassion, maintaining poise under pressure while resolving disputes over the phone (completed at least 105 phone calls per day).
• Warmly communicated with clients to organise their hearing treatment, resulting in increased loyalty and repeat business.
• Handled administrative tasks with accurate attention to detail and efficiency.
• Learned from every client interaction, and tailored my service to the specific needs of each client.
• Developed rapport with customers through active listening skills, resulting in positive feedback from clients.

OACIS: Contracted by Fiji Airways

• As a result of my exemplary customer service skills, I was hand selected by Fiji Airways to escort the Prime Minister of Fiji to and from aircraft at Auckland Airport.
• Regularly received positive feedback from passengers (in person and online) regarding my high energy and cheerful customer service.
• Consistently welcomed, screened, and checked in an average of 38 passengers per flight (1-3 flights per day) over a period of 6 months with a 100% success rate.
• Relied upon to perform security checks, baggage checks, visa checks, and passport checks in a friendly manner.
• Troubleshooted travel issues with composure, and always sought to turn stressful situations into positive experiences for passengers.
• Demonstrated a high level of punctuality and personal presentation on every shift.

• Greeting customers with enthusiasm.
• Serving customers efficiently.
• Served over 250 customers per day.
• Energised teamwork.
• Calm approach conflict resolution.