Vicki Davis

Engage with companies regarding health and safety practices across multiple disciplines in workplaces in New Zealand.

Responsibilities:

• Inspect facilities, worksites, practices, and equipment for compliance with established safety standards and Health and Safety at Work Act 2015 and Regulations.
• Issue legal enforcement, take legal action or give evidence in court when necessary.
• Provide education and guidance to maintain safety procedures and enhance overall safety practices in New Zealand.

Leading the day-to-day operation of Customer Care teams within the 24-hour window of disruption and proactively managing customer impacting events.

Responsibilities:

• Daily management of teams: PaxCare, PaxCo, Customer Relations and Social Media teams. Ensuring consistent application of policies and standards.
• Portfolios: Direct Manager for PaxCare - responsible for comfort and safety of passengers travelling with medical conditions or requiring special assistance to travel.
• Managing business critical relationships for PaxCare i.e., Human Rights Commission, Air New Zealand Medical team, NZ District Health Board, Air Ambulance Service, Blind and Low Vision Foundation, US Department of Transport and offshore airports special handling teams.
• Providing Cabin Crew training for US DOT Rule 382. Liaising with Aircrew Standards and Training to design and provide training materials, information, facilitation, and guidance for passengers travelling with medical conditions.
• Supporting and motivating Customer Care, and Airport teams to deliver outstanding customer experience and providing resolution to issues in the 24–48-hour disruption window.
• Directly mentoring, coaching and developing team members.

Engaged in the selection and quality management of high value products for customers with an overall focus on preferred NZ products, sustainability and innovation, cost and aircraft weight reduction.

Responsibilities:

• Deliver to key performance indicators of customer satisfaction by discovering emerging trends, development of new products and exploring innovation.
• Collaborate closely with other departments to support achievement of customer experience outcomes.
• Managed supplier relationships.

Leading a Team – 22 direct reports including two Cabin Crew Team Managers, indirectly leading 60 staff members across AKL and WLG bases.

Responsibilities:

• ATR72 500/600 series - operational line flying.
• Training and Development - conducting onboard line assessments for Flight Attendants.
• Team Leadership - Performance management, managing, guiding and leading personal development and leadership growth of Flight Attendants and Team Managers.
• Recruitment and selection of new team members.
• Day to day operational support, line and AKL Domestic Airport ground collaboration.
• Portfolios: Health and Safety , Brand Ambassador Management, Wallflower digital notice board, Project Doris management lead, Wellness Project lead (Healix) including Wellbeing and Absence Management Programme alignment to Air NZ.
• AKL crew space renovation project 2017/2018.
• Crews News management lead.

Managed, developed and delivered training courses for Air New Zealand employees across Corporate, Engineering, Pilots and Flight Attendants (inclusive of Shanghai and London bases) in accordance with NZQA, NZCAA regulations and Resuscitation Council guidelines.

Responsibilities:

• Managed business critical relationships with internal/external customers i.e. First Aid provider (C4 Group Ltd), ASCG (Active Solutions Consulting Group) London based training provider, NZQA, Resuscitation Council and medical suppliers.
• Delivered to annual business plan through management of course planning including participant numbers, instructor utilisation and reporting of results. Improved student performance by defining clear goals and communicating performance metrics.
• Designed and managed Instructor development plans for all First Aid Aircrew Trainers.
• Designed and implemented Aviation Medicine component for Initial Flight Attendant Training, Recurrent Flight Crew and Flight Attendant training.
• Developed training materials including PowerPoint aides, workbooks and assessments, moderation of assessments and evaluations.
• Assessed program effectiveness and implemented improvements to increase quality of instruction.
• Consulted with organisation management to assess needs and plan improvements.

Facilitated training for Pilots and Flight Attendants for Air New Zealand and external customers.

Responsibilities:

• Aircraft type training - A320, B737, B767, B747 & B777.
• Facilitated customer regulatory training for Air Nuigini, Solomon Airlines and Jetstar.
• Facilitated non-regulatory training courses.
• Developed training/learning strategies as per airline groups needs analysis.
• Liaised with Standards Managers regarding training requirements for both Pilots and Flight Attendants.
• Designed and developed course materials and provided immediate and constructive feedback to ensure continuous improvement.
• Provided immediate and constructive feedback to students individually and as group.
• Collaborated with other instructors to implement best practice techniques to enhance performance and student outcomes.

Training of Aviation, Tourism and Travel Organisation Qualifications (ATTTO) and NZCAA, NZQA approved unit standards for Travel and Tourism students.

Responsibilities:

• Facilitation of course material.
• Developing training materials, including workbooks, designing assessments, moderation of assessments and evaluations.
• Session planning, coaching and support of adult learners for career advancement.

Premium Service crew member. Aircraft type: B747 200/400 & B767 200/300 series.

• Engaged professionally with passengers to improve satisfaction and exceed expectations throughout flight.
• Attended workshops and trainings in customer service, conflict resolution tactics, and regulatory safety procedures.
• Resolved passenger conflicts and medical emergencies during flights.
• Answered passenger questions and provided solutions to issues arising during flights.