MARGARET KATU
Auckland,New Zealand
Summary
Adaptable customer service and airport operations professional with a robust background in biosecurity and passenger engagement. Demonstrates strong communication skills and attention to detail while managing passenger flow and ensuring compliance with biosecurity protocols in high-pressure environments.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Biosecurity Passenger Facilitator
Biosecurity New Zealand – Ministry for Primary Industries
Auckland, NZ
11.2025 - Current
- Raise passenger awareness of New Zealand's biosecurity risks and explain the importance of complying with biosecurity requirements.
- Provide clear and accurate information to passengers about biosecurity processes and procedures.
- Support a positive and seamless experience for passengers, including families and travelers requiring additional assistance, throughout the border biosecurity pathway.
- Support passenger processing activities, including card counting and accurate data entry.
- Assist Biosecurity staff with daily operational requirements, administrative duties, reporting tasks, and passenger support, particularly during busy periods and operational disruptions.
- Safely clear and manage biosecurity and amnesty bins as part of border biosecurity operations.
- Work collaboratively with internal Biosecurity staff and communicate professionally with passengers and other external stakeholders.
- Remain calm, adaptable, and professional when working in busy and high-pressure airport environments.
- Follow established procedures and instructions while maintaining a strong focus on passenger service and biosecurity outcomes.
- Drive company vehicles to and from Hamilton Airport as required for operational duties.
- Provided additional support to passengers and ensured they had access to essential information.
Contract Approval and Billing Administrator
Mercy Ascot Hospital
Auckland, NZ
01.2023 - 02.2024
- Processed invoices accurately and efficiently while maintaining attention to detail.
- Identified injury-related cases and ensured compliance with billing requirements.
- Analysed contracts and interpreted rules and conditions to ensure accurate application.
- Identified and resolved discrepancies, following up to ensure timely resolution.
- Collaborated with managers and internal teams to pinpoint and implement process improvements.
- Maintained professional relationships with external funders, specialists, and internal stakeholders.
- Managed confidential and sensitive information with professionalism and discretion.
- Worked to deadlines while managing multiple administrative tasks in a busy environment.
Administrator – Airport Identity Cards
Aviation Security Service
Auckland, NZ
06.2022 - 10.2022
- Assessed and processed airport identity card and employer applications, ensuring compliance with relevant requirements and timely issuance.
- Produced and issued airport identity cards, including temporary identification cards.
- Built and maintained positive relationships with internal and external stakeholders to enhance collaboration and service delivery at Auckland International Airport.
- Managed busy reception area, greeting and assisting customers to ensure smooth operations and positive experiences.
- Managed email correspondence, telephone enquiries, and sensitive information.
- Processed Ministry of Justice Convictions History Reports and associated approvals.
- Worked accurately and confidentially while following established procedures and requirements.
Service Delivery Leader
Air New Zealand
Auckland, NZ
02.2018 - 02.2022
- Supported operational performance in a busy airport environment, with a strong focus on service delivery and on-time performance.
- Supported disruption management to protect customer experience during challenging operational situations, minimizing impact on service delivery.
- Ensured compliance with service level agreements and standard operating procedures.
- Mentored team members to achieve operational and customer service goals, fostering a culture of continuous improvement.
- Managed high volumes of customer enquiries and concerns, ensuring effective resolution and maintaining professionalism.
- Created, implemented, and communicated business plans and operational priorities to team members.
- Worked effectively with internal teams and external stakeholders to resolve issues and maintain smooth operations.
- Conducted investigations, identified causes of incidents, and contributed to strategies to prevent future occurrences.
Airport Customer Service Agent
Air New Zealand
Auckland, NZ
06.2017 - 02.2020
- Provided customer service and assistance to passengers in a busy international airport environment.
- Resolved challenging customer situations and conflicts, ensuring positive passenger experiences.
- Responded to customer enquiries and concerns while maintaining high service standards.
- Educated passengers on essential travel information and requirements.
- Processed financial transactions, invoices, refunds, ticketing, and boarding passes with precision to maintain operational flow.
- Used airline systems to complete passenger processing and operational tasks.
- Assisted high-demand passengers and facilitated effective team communication to enhance service delivery.
- Worked under pressure while maintaining professionalism, accuracy, and attention to detail.
Airline Assistant
Air New Zealand
Auckland, NZ
10.2016 - 02.2020
- Cultivated positive customer relationships while delivering information and assistance to enhance visitor experience.
- Supported customers with special requirements and assisted in resolving conflicts.
- Worked collaboratively with team members to provide a safe and positive customer experience.
- Ensured safe and efficient daily operations by adhering to protocols and coordinating tasks.
- Contributed to improvements in operational procedures, safety, and efficiency.
- Conducted investigations to identify potential causes of incidents, contributing to improved safety protocols.
Call Centre Customer Service Specialist
Auckland Transport
Auckland, NZ
02.2014 - 04.2016
- Handled high volume of customer calls, delivering clear information about company systems and services to enhance customer understanding.
- Resolved customer complaints through effective use of CRM systems, ensuring timely and satisfactory outcomes.
- Assessed customer concerns, identified needs, and offered tailored solutions to improve customer satisfaction.
- Worked effectively under pressure while managing multiple customer enquiries.
- Promoted Auckland Transport products and services while maintaining a professional and positive customer experience.
- Accurately documented customer interactions and maintained records.
Education
High School Diploma -
Glendowie College
11-2000
Skills
- Biosecurity awareness and passenger engagement
- Biosecurity management
- Airport and border operations
- Security screening operations
- Passenger flow management
- Customer service and public interaction
- Clear verbal and written communication
- Detail-oriented data entry
- Policy adherence
- Administrative support
- Time management
- Working effectively under pressure
- Conflict and complaint resolution
- Teamwork and collaboration
- Stakeholder engagement
- Adaptability and flexibility
Certification
- NZQF Level 4 Aviation – Airline Check-In
- Certificate III – Process Manufacturing
- Full New Zealand Driver Licence
- Full Queensland Driver Licence
- Unrestricted New Zealand Passport
Ssn
02 236 760 56
Timeline
Biosecurity Passenger Facilitator
Biosecurity New Zealand – Ministry for Primary Industries
11.2025 - Current
Contract Approval and Billing Administrator
Mercy Ascot Hospital
01.2023 - 02.2024
Administrator – Airport Identity Cards
Aviation Security Service
06.2022 - 10.2022
Service Delivery Leader
Air New Zealand
02.2018 - 02.2022
Airport Customer Service Agent
Air New Zealand
06.2017 - 02.2020
Airline Assistant
Air New Zealand
10.2016 - 02.2020
Call Centre Customer Service Specialist
Auckland Transport
02.2014 - 04.2016
High School Diploma -
Glendowie College