Holly Lawry
Palmerston North,MWT
Summary
I am a dedicated and results driven individual with extensive experience in operations controls, customer service and leadership within roles. I am recognised for a strategic mindset, strong communication and the ability to influence others as well as developing high performing teams. I am passionate about driving operational excellence, improving performance metrics and delivering outstanding customer experiences.
I thrive in fast paced environments, adapt quickly to change and consistently challenge the status quo to achieve optimal outcomes for both the customers and the business and its customers.
Overview
11
11
years of professional experience
Work History
Team Leader Assistant
Air New Zealand
03.2025 - Current
- I step into the Team Leader assist role when required, ensuring a smooth day to day operations and a high team performance.
- I provide leadership and guidance across front of house operations, maintaining excellent service and operational consistency.
- I deliver clear and effective communication both written and verbal to internal and external stakeholders.
- I foster a high performing, motivated team environment, providing feedback and support.
- I demonstrate flexibility and adaptability, maintaining composure under pressure and responding effectively to changing operational needs.
- I promote and uphold Air New Zealand's core values while driving continuous improvement initiatives.
- I apply extensive operational knowledge and technical expertise to resolve challenges efficiently.
- I build positive relationships across all teams, influencing collaboration and and action to achieve goals.
- I maintain a strong focus on health and safety ensuring compliance with all procedures and standards.
OTP Champion Portfolio
Air New Zealand
12.2023 - Current
- Analyses and categorises delay codes, working closely with management to reduce airport accountable delays.
- Delivers weekly performance updates and drives continuous improvement initiatives.
- Provide actionable insights to enhance team efficiency and on time performance outcomes.
Aircraft Operations Controller
Air New Zealand
07.2020 - Current
- Coordinates and manages communication between multiple teams to ensure seamless operational performance.
- Prioritises critical tasks, making timely decisions under pressure to maintain operational efficiency.
- Leads disruption strategies to minimise delays and optimise customer outcomes.
- Drive on time performance (OTP) initiatives while maintaining the highest standards of safety and compliance.
- Provide leadership, mentoring and support across all teams
Customer Service Agent
Air New Zealand
05.2018 - Current
- Assurance of confidentiality of all customers personal information.
- Providing passengers who require special assistance to the aircraft .i.e. operating the T1000 (mechanical isle chair) and wheelchair services.
- Applying strong collaboration amongst my peers for a high functioning team.
- Delivers exceptional service to passengers ensuring smooth and efficient travel experiences.
- Resolves technical issues across self service systems and equipment (kiosks, printers, bag drops).
- Provide empathetic, solution focused support to customers and colleagues.
- Ensure compliance with safety, confidentially, and security procedures.
Aircraft Service Agent
Air New Zealand
12.2017 - 05.2018
- Completing safety checks in a walk around to ensure the aircraft has no defects or damage.
- Support aircraft turnarounds through marshalling, loading and safety inspections.
- Operated ground support equipment (GPU, ramps) and communicated directly with pilots and cabin crew.
- Ensured precise weight and balance distribution in compliance with airline safety protocols.
Cafe Ignition and Touch Ad GO
Janine and Wayne Speers
03.2017 - 10.2019
- Always demonstrating professionalism when dealing with customers at all times.
- Delivered excellent customer service and managed end of day financial reconciliations.
- Maintained food safety standards and upheld a professional and welcoming environment
Swim Instructor
Nicholls swim academy
11.2014 - 03.2016
- I was responsible for developing children's swimming ability and skills, ranging from three to ten year olds so that they have life skills around water safety and capability.
- It is viewed is as important as learning to read and write. It is an asset that opens a gateway of opportunity for lifelong enjoyment in water based activities. Also it helps them to achieve their own goals on the level of swimming ability.
- My key achievement was a that a high percentage of children moved on to higher competence levels and some even competing in competitive swimming.
Education
High School Diploma -
Palmerston North Girls High School
12-2016
Skills
- Leadership and Team development
- Operational strategy and execution
- Stake-holders and relationship management
- Process improvement and problem solving
- Effective communication and collaboration
- Innovative and strategic thinking
- Time management and prioritization
- Decision making under pressure
Affiliations
- I am enjoy playing or watching sport in my down time. I also have an orchid i have given a lot of effort to and partially grown myself from seed.
Accomplishments
- I won my high school gardening competition.
- Winning five medals competing against twenty countries representing New Zealand in 2013 in Hawaii.
- I was the manawatu 200m Breaststroke title holder.
Education and Training
- Level 3: Endorsed with excellence.
- Level 2: Endorsed with excellence.
- Level 1: Endorsed with Merit
Certificates:
- Food Safety certificate
- NCEA Tourism certificate.
References
References available upon request.
Timeline
Team Leader Assistant
Air New Zealand
03.2025 - Current
OTP Champion Portfolio
Air New Zealand
12.2023 - Current
Aircraft Operations Controller
Air New Zealand
07.2020 - Current
Customer Service Agent
Air New Zealand
05.2018 - Current
Aircraft Service Agent
Air New Zealand
12.2017 - 05.2018
Cafe Ignition and Touch Ad GO
Janine and Wayne Speers
03.2017 - 10.2019
Swim Instructor
Nicholls swim academy
11.2014 - 03.2016
High School Diploma -
Palmerston North Girls High School