Lauren Caseley
Wellington,WGN
Summary
Compassionate professional skilled in communication, clinical assessment, and problem-solving to enhance safety and continuity of care. Experienced in building therapeutic rapport, conducting brief interventions, and preparing comprehensive reports in diverse settings. Demonstrates sound judgment and cultural awareness while fostering teamwork and resolving conflicts effectively.
Overview
1
1
Certification
18
18
years of professional experience
Work History
Sole Charge Flight Attendant Trainer
Air New Zealand, Q300 fleet, Wellington Base
, Wellington
02.2019 - Current
- Trained and supported new and current flight attendants in regulatory standards and cabin procedures, enhancing compliance and safety culture.
- Supported passenger safety and comfort through strong situational awareness, clear communication, sound judgment, and teamwork while following Civil Aviation Authority rules and company values.
- Facilitated emergency procedure practice during training drills and exit row compliance checks to ensure readiness and adherence to safety protocols.
- Completed pre-flight cabin inspections and safety briefings.
- Provided cabin service on Air New Zealand Q300 flights from Wellington base, ensuring passenger satisfaction and comfort during flights.
Customer Service Agent/Koru Lounge Host cover
Air New Zealand, Wellington Airport
01.2014 - 01.2019
- Coordinated passenger check-in and boarding for domestic and international travel, supporting special needs customers and addressing issues due to flight delays and cancellations to enhance overall travel experience.
- Assisted passengers with check-in, boarding, and baggage at Wellington Airport departures.
- Resolved customer enquiries with Air New Zealand reservation systems, providing accurate information and improving customer satisfaction.
- Coordinated gate changes, delays, and flight disruptions with airport operations teams to ensure timely communication and efficient passenger transitions.
Student Co-existing Disorder Clinician
Youth Court
, New Zealand
04.2017 - 11.2017
- Assessed clients' physical and cognitive functioning related to alcohol and other drug consumption, identifying impacts on offending behaviors
- Engaged one-on-one with youth clients, building rapport and using empathy to enhance therapeutic relationships
- Collaborated with professional organizations to develop clinical plans, ensuring continuity of care for clients
- Drafted and executed comprehensive therapeutic clinical reports to inform presiding judge's legal decisions
- Utilised strong knowledge of current medical models and therapeutic interventions to implement into clients’ overall health and well-being
- Utilised strong knowledge of Māori and Pasifika health models when working with tangata whenua and Pasifika
- Maintained strict confidentiality of clients' health records
- Understood registration processes for health professional bodies, including DAPAANZ and NZ Association of Counsellors.
Student Clinician
Arohata Drug Treatment Unit (DTU), Care NZ
Wellington
02.2016 - 11.2016
- Facilitated support for clients in Arohata Drug Treatment Unit, enhancing their treatment experience.
- Collaborated on treatment plans and recovery goals, contributing to client-centered care.
- Completed clinical assessments and documented progress notes
- Utilized theoretical counseling skills to effectively support clients dealing with substance abuse, grief, and trauma.
Check-in Agent and AMCO Supervisor for Virgin Australia
Menzies Aviation
01.2013 - 01.2014
- Processed passenger check-ins using reservation systems, streamlining travel processes
- Verified travel documentation and assisted passengers with special requirements, enhancing their travel experience
- Resolved issues and managed disruptions and complaints, ensuring high levels of customer satisfaction and trust
Guest Services Agent for Club Lounge
Intercontinental Hotel
Wellington
01.2012 - 01.2014
- Cultivated welcoming atmosphere for hotel VIP guests while preparing and serving personalized amenities for regular guests and high ambassador members.
- Processed reservations, modifications, and special requests, ensuring exceptional guest satisfaction.
- Answered inquiries, providing accurate information on hotel policies, services, and local attractions.
Receptionist
Brentwood Hotel
Wellington
08.2009 - 07.2010
- Greeted guests at Brentwood Hotel, ensuring smooth front desk check-ins and enhancing guest experience.
- Managed reservation requests using hotel booking systems, maintaining accurate guest records for efficient service.
- Performed reception duties at Intercontinental Hotel and Amora Hotel, consistently meeting service standards and contributing to guest satisfaction.
Senior Support Officer/Personal Assistant
Ministry of Education
Wellington
11.2008 - 08.2009
- Coordinated diaries, organized meetings, travel, and accommodation to facilitate effective scheduling; prepared and edited ministerial communications for clarity and precision
- Managed education ministry correspondence and directed official communications to ensure timely responses
- Drafted policy briefs for senior ministry leadership team to support informed decision-making
Education
Graduate Certificate of Arts - Education
Massey University
Wellington05-2027
Bachelor of Addiction Studies - Addiction Studies, NZ Counselling qualification
Wellington Institute of Technology
Wellington, NZ05-2018
Bachelor of Arts - Art History
Victoria University of Wellington
Wellington, NZ12-2006
Skills
INTERESTS
Travelling (domestic and international), health and exercise, hiking
Certification
- Level 2 comprehensive first aid
- Level 3 Airline check in certificate
Timeline
Sole Charge Flight Attendant Trainer
Air New Zealand, Q300 fleet, Wellington Base
02.2019 - Current
Student Co-existing Disorder Clinician
Youth Court
04.2017 - 11.2017
Student Clinician
Arohata Drug Treatment Unit (DTU), Care NZ
02.2016 - 11.2016
Customer Service Agent/Koru Lounge Host cover
Air New Zealand, Wellington Airport
01.2014 - 01.2019
Check-in Agent and AMCO Supervisor for Virgin Australia
Menzies Aviation
01.2013 - 01.2014
Guest Services Agent for Club Lounge
Intercontinental Hotel
01.2012 - 01.2014
Receptionist
Brentwood Hotel
08.2009 - 07.2010
Senior Support Officer/Personal Assistant
Ministry of Education
11.2008 - 08.2009
Graduate Certificate of Arts - Education
Massey University
Bachelor of Addiction Studies - Addiction Studies, NZ Counselling qualification
Wellington Institute of Technology
Bachelor of Arts - Art History
Victoria University of Wellington