Southpac Aerospace

Southpac Aerospace is the leading provider of aviation training and assurance services across the Asia-Pacific region. 

As the Learning & Development Specialist, my responsibilities include:
•	Developing all online learning solutions (using Articulate Storyline 360)

•	Administration of aXcelerate Learning Management System (LMS) / Student Management System (SMS)  – Admin portal functions including creating qualifications, course types, learning plans, assessment, assessment mapping etc.

•	Developing and updating course content and assessment for units of competency within the Diploma of Aviation Management; Diploma of Leadership and Management and Diploma of Quality Auditing.

•	Maintenance and development of training materials including trainer guides, student course notes, PowerPoints, eLearning and assessments 

•	Writing assessments and assessment mapping for units of competency

•	Supporting Trainers and Admin

Learning & Development Specialist

Virgin Australia

Virgin Australia is one of Australia's largest commercial airlines, known for its award-winning customer service. 
I was responsible for the design, development and implementation of training and assessment solutions for Ground Operations functions. This included customer service, technical and behavioural training, covering induction through to specialist roles for Domestic, International and Charter operations. 

NOTABLE ACHIEVEMENTS

•	Developed new calculations to identify and resolve the root cause of delays, which also identified the need of reference tools for Frontline Teams throughout the Airport Movement Coordinator (AMCO) Delay Coding Module redesign process. 

•	Collaborated with the Standards Advisor and team to implement the Delay Code Decision Flow and the Process Map now used by AMCOs, Supervisors, and other business units. The process map was adapted from a training tool to act as a procedural tool which improved delay coding accuracy.

•	Appointed to provide Go-Live Support to Frontline Line Teams throughout the concurrent insourcing of International AMCO functions and the introduction of the new Baggage Reconciliation System (BRS) at BNE Airport, and I was recognised for my leadership and safety assurance throughout the rollout.

•	Developed and implemented additional Reference Tools to ensure the safety of team members identifying risks concerning knowledge and process gaps prior to the AMCO Insourcing and BRS rollouts. 

•	Collaborated with the Standards Team and Subject Matter Experts (SMEs) to influence policy and procedure developments to mitigate future risks, which identified further knowledge and process gaps.

Learning Designer – Ground Operations

I was responsible for coordinating all activities for Ground Operations to identify, analyse, and respond to potential impacts and risks to airport safety, schedule integrity, and guest experience. This included coordinating people and asset resources and monitoring local and network aircraft movements in multiple systems. I also made key decisions to ensure cost savings, on-time performance, and positive guest experiences. 

My additional responsibilities included delivering solutions for logistical challenges; optimising bay planning; designing tow plans; and collaborating with wider teams to respond to medical emergencies and operational disruptions. I was also responsible for ad hoc administration to develop reports, alerts, delay codes, flight plans, fuel figures, and other documentation.

Airport Movement Coordinator (AMCO) – Brisbane Airport

As part of the Frontline Customer Service Delivery team, I was accountable for performing Domestic and International Check-In, Boarding and Service Desk functions with adherence to Standard Operating Procedures (SOPs) and OnTime Performance (OTP) requirements. This included operating aerobridges and aircraft doors, as well as conducting wider duties to optimise guest experiences and safety.

NOTABLE ACHIEVEMENTS 

• Delivered wider policy, process, and procedural assistance to team members across the Service Desk. 

• Recognised for positive customer service outcomes and managing swift resolutions for complaints.

Guest Services Operator – Brisbane Airport

I was a SME for internal and external departments for all pre-travel customer enquiries, ticketing issues, Special Service Requests; and acted as the first point of escalation for customer complaint resolutions. As the on-call support for offshore GCC Agents, Airport Guest Service Operators and Travel Agents, I provided timely advice in accordance with company and regulatory policies, processes and procedures. My role also involved troubleshooting system and process issues, managing complex reservations and assessing Travel Agent requests and waivers.

NOTABLE ACHIEVEMENTS 

• Managed all migrated reservations throughout Project Unify, a group-wide system migration from Amadeus and Navitaire to Sabre GDS.

• Appointed to facilitate one-on-one coaching and training to new hires for the GCC.

Priority Assistance Desk Agent, Guest Contact Centre (GCC)

International Reservations Agent, Guest Contact Centre 

Mindpearl

Reservations Agent

I am a Human Resources professional with expertise in Learning and Development. My career background is in aviation across training, operational and customer service departments. 

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