Jane Fruean-Samoa

Check-in Operations:

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Make sure agents follow airline policies and procedures.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Assist with Passenger Issues:

• Handle escalated customer service issues, such as denied boarding, missed flights, or baggage problems.
• Provide solutions and make judgement calls (e.g, waiving badge fees in special cases).

Coordinate with Other Departments:

• Communicate with other boarding agents, baggage handlers, and flight operations.
• Ensure check in closes on time and flights depart punctually.

Train and Support Staff if needed:

• Help with scheduling and covering during busy times.

• Liaise with external stakeholders to determine their needs and provide advice for them appropriate to their wishes around destination, transportation and booking requests
• Open communication with key external stakeholders around policy updates, information that is beneficial to them and their travels
• Coordinate bookings for transportation, fees and other logistics
• Administer and design packages with the customer at the center of planning
• Efficiency to deal with stakeholders feedback or complaints
• Experienced administrator with data entry and MS Office
• Maintain relationships with internal and external stakeholders
• Administration support to record statistical and financial data

• Capable of handling multiple projects simultaneously with high degree of accuracy and eye for detail
• Assisting customers with their Superannuation enquiries
• Communications: written and verbal with stakeholders
• Ensuring customer service is delivered exceptionally and thoroughly

• Set up and activated customer accounts
• Escalated customer concerns, store issues and inventory requirements to supervisors
• Made outbound calls to obtain account information
• Booking in appointments / amending changes
• Moved to Melbourne