Herina Sului
32 Pitt Ave Clendon Park,Auckland
Summary
Highly motivated and driven Graduate of The University of Auckland, double major in Sociology and Education, who is an extremely dedicated individual with 10+ years of experience in Airport Operations. An accomplished professional with 10+ years as a Workforce Co-Ordinator, with proven skills as a problem solver with the ability to meet demanding deadlines and provide solutions, so that resources and labour costs are allocated with efficiency. Highly passionate about people and what I do, to lead change and contribute to smart and efficient business decisions through monitoring of operational requirements. Firm believer in the power of "Leadership is through service" - built on a strong foundation of cultural values and respect, has shaped my approach when interacting with our valued staff and customers.
Overview
17
17
years of professional experience
Work History
Workforce Coordinator
Air New Zealand
01.2011 - Current
- Coordinating and overseeing Daily operations in Ramp Loading, Cleaning, Baggage and Front of House departments for Auckland International and Domestic Airports.
- Identify areas of operational risks prior to day of operation, and also on day of operation – assisting and providing effective solutions.
- Dealing with internal and external customers and stakeholders; communicating with our valued Customer airlines, staff and team members across our Auckland International and Domestic operation.
- Ensuring Airline profiles and SOPs are met through efficient planning and resourcing.
- Processing any leave, shift swaps or leave amendments/cancellations after rosters are published.
- SME within our Team, leading by example through actions.
- Involved in recruitment process of new staff, involves speaking, introducing Workforce Coordination team and its valued role within operations.
- Involved in interviewing and recruiting suitable candidates for our Workforce Coordination team
- Training of our Backup and Permanent team members
- To identify any scheduling, rostering or operational anomalies to respective departments
- Set and adjusted to schedules to maintain optimal coverage and service levels
- Worked with management to develop strategic and tactical plans to meet different requirements, through daily operational risk meetings.
Customer Service Agent
Air New Zealand
01.2007 - 01.2010
- Checking In Passengers for Air NZ and Customer Airlines, such as Qantas, Air Tahiti, Fiji Airways, Latam Airlines, Aerolinea Argentinas
- Assist Gate Departures, with wheelchairs, escorting, and boarding passengers
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks.
- Subject Matters Expert for Customers airlines—Fiji Airways and Air Tahiti, dealing with difficult customers, and providing assistance for staff - being responsible for opening and closing flight departures, to minimise delays or any further flight issues
- Training other staff on new systems
- Applied strong communication and negotiation skills regarding seating issues or flight cancellations.
- Monitoring check-in staff were on task, and performing duties, taking breaks.
- Counter Planner
- Planning check-in counter space for Air New Zealand flights, and Customer airline counters, minimizing any issues in regards to schedule clashes and ensuing all customers are well accommodated
- Providing weekly reports of Counter plans to customer airlines, and addressing any enquiries or issues with relevant explanations and solutions
Education
Bachelor of Arts - Sociology and Education
University of Auckland
Auckland, NZ09.2017
Certificate in Travel and Tourism - Travel And Tourism
Best Training Institute
Auckland, NZ05.2007
University Bursary Entrance -
James Cook High School
Auckland, NZ2002
Skills
- Relationship Management - Highly effective relationship management demonstrated through building and maintaining rapport with internal and external stakeholders
- Leadership Management - Providing strong leadership to Ramp, Baggage and Cleaning teams as a Coordinator to ensure daily operations are met
- Performance Monitoring - Reports and updates of daily operation and manpower capacity, and also identifying any consistent performance issues amongst staff or resources
- Monitoring staff leave targets through allocation and comparison of operational requirements across all departments of airport operations
- Planning Skills - Ability to lead and contribute to operational plans through pro-active planning and providing solutions to alleviate any significant risks
- Communication Skills - Excellent verbal and written communication skills when dealing with valued stakeholders, whether phone conversations, through email or face-to-face setting
- Time Management Skills - excellent multi-tasking skills, through prioritising workload, and allocation of manpower - according to schedule changes and delegation of duties
- Organisational Skills
Manage Risks: Ability to identify and mitigate significant risks through monitoring stakeholder relationships by dealing with any difficult situations on the basis of processes and contract regulations
Deal with Ambiguity: Copes effectively with change; Is able to work in an environment of uncertainty; ability to comfortably handle risk
Connects with People: Customer focused; The ability to effectively engage with people to ensure a positive relationship, through being culturally aware, and demonstrating values, mutual respect and transparency
Affiliations
- Active Youth Leader and member of the Weymouth Congregational Christian Church of Samoa
- Active and dedicated member of the Church Choir at the Weymouth Congregational Christian Church of Samoa
Personal Interests
- Active Gym member, enjoys fitness
- Qualified Zumba Instructor
- Enjoys dancing and listening to music
- Loves spending time with family
- Enjoys a good action movie
- Loves a good Documentary
Languages
Samoan
Native or Bilingual
Referees
Available upon request
Timeline
Workforce Coordinator
Air New Zealand
01.2011 - Current
Customer Service Agent
Air New Zealand
01.2007 - 01.2010
Bachelor of Arts - Sociology and Education
University of Auckland
Certificate in Travel and Tourism - Travel And Tourism
Best Training Institute
University Bursary Entrance -
James Cook High School
Similar Profiles
Pierre LapassetPierre Lapasset
Airline Customer Service Agent at Air New ZealandAirline Customer Service Agent at Air New Zealand
Matt CorbyMatt Corby
International Flight Attendant at Air New ZealandInternational Flight Attendant at Air New Zealand
Atul KhullarAtul Khullar
Aircraft Cleaner at Air New ZealandAircraft Cleaner at Air New Zealand