Summary
Overview
Work History
Education
Skills
Referees
Work Availability
Timeline
Carly Hassam

Carly Hassam

Seaview Downs,SA

Summary

Enthusiastic Service Delivery Officer with demonstrated commitment to quality customer service and service improvement through hard work, attention to detail and excellent organisational skills. With extensive experience and a clear understanding of responsibilities pertaining to responding to calls & enquiries in a timely, professional and empathetic manner. Having strong computer skills, using multiple programs simultaneously, as required for this role.

Overview

25
25
years of professional experience

Work History

Traffic Controller

Work Zone Traffic Control
Hendon, SA
01.2020 - 02.2022
  • Served as informational resource for community, answering questions about COVID-19 traffic ordinances and policies and addressing questions and complaints.
  • Donned and removed COVID-19 personal protective equipment (PPE) per company protocols.
  • Routed traffic around construction sites for worker and driver safety.
  • Partnered with crew members to use stop and slow paddles for multi-directional traffic control
  • Generated reports on collected traffic data, complete with charts and diagrams to illustrate data
  • Identified most efficient methods to improve traffic flow by analyzing traffic data

Duty Airport Supervisor & Ground Handling Trainer

Alliance Airlines Pty Ltd
Adelaide, South Australia
07.2011 - 12.2019
  • Used coordination and planning skills to achieve results according to schedule
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Strong computer skills and experience using multiple programs simultaneously
  • Monitored check-in, ramp, catering, refueling & engineering personnel to ensure workflows and task responsibilities were completed allowing airline operations targets met.
  • Train the trainer - selecting, training & supporting third party delegates in their role, both face to face & remotely.
  • Outlined appropriate processes and procedures to fulfill and complete inquiries. Ensuring all safety, security, policy & procedural requirements of airline, CASA, IATA & IOSA are met, inclusive of competency assessments - written & practical.
  • Maintained accurate and current customer account data with manual forms processing & digital information updates.
  • Managed external teams of up to 150 employees, overseeing hiring, training, and professional growth of employees
  • Handled no less than 100 calls per day to address customer/client inquiries and concerns

Operations Coordinator & Customer Service Officer

Regional Express (REX) Airlines Pty Ltd
Adelaide, South Australia
03.2006 - 07.2011
  • Coordinated day-to-day schedules, tasks and positions for ground crew
  • Determined flight close-out times and completed and verified flight forms
  • Implemented troubleshooting, root cause analysis and issue resolution.
  • Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats
  • Operated PA system to make announcements regarding flight activity
  • Used Sabre to prepare pre-departure and post-departure reports and passenger manifests

Hotel Manager

The Pier Hotel, The Hotel Elliot, The Seacliff Beach Hotel, The Bull & Bear
Milang, Port Elliot, Seacliff, King William St, Adelaide, South Australia
11.2001 - 02.2006
  • Maximised customer service by training staff, overseeing operations and resolving issues.
  • Oversaw day-to-day operations of hotel with staff of 20 employees.
  • Kept alcoholic beverages well-stocked and organised to meet expected demands.

Customer Service Officer - Call Centre

CPS Credit Union
Adelaide, SA
04.1997 - 11.2001
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Responded to over 200 daily caller requests with information about assistance and timeframes.
  • Promoted company brand and unique offerings through personalised customer service
  • Set up service appointments to handle advanced technical concerns at customer locations
  • Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Offered advice and assistance to customers, paying attention to special needs or wants

Education

Fire Warden Training -

Adelaide Airport Limited, Adelaide Airport, SA
2019

Human Factors Non Technical Skills -

Alliance Airlines, Adelaide, SA
2018

Emergency Preparedness Training -

Alliance Airlines, Adelaide, SA
2017

Certificate IV Train the Trainer -

Alliance Airlines, Brisbane, QLD
2014

Certificate III - Financial Services -

TAFE SA, Regency Park, SA
2002

Bachelor of Technology (ECOT) -

Flinders University, Adelaide, SA
2001

Workzone Traffic Management -

Access Training Centre, Wingfield, SA
2019

White Card -

National Training College, Adelaide, SA
2020

Skills

  • Customer Support
  • Call Center Operations
  • Customer Service Skills
  • Strong Computer Skills
  • Problem-Solving Skills
  • Documentation And Reporting
  • Communication Skills
  • Answering Questions
  • Gathering Information
  • High level written & verbal communication skills
  • Self-Motivated
  • Multitasking Abilities
  • Accurate Data Entry
  • Efficient Time Management

Referees

Andrew Leedham

First Officer - Virgin Atlantic Airline (former F100 Captain, Alliance Airlines)

P: 0438 504 843 E: BMT216A@hotmail.com


Rebecca Kokorinos

Senior Change Management Specialist - Blight Consulting (former Call Centre Manager, CPS Credit Union)

P: 0466 646 635 E: reblightconsulting@gmail.com


Joel Andrewartha

Sales Manager - High Quality Car Sales (former Call Centre Supervisor - CPS Credit Union)

P: 0478 102 149 E: joelandrewartha@gmail.com


Pip Schapel

Traffic Control Team Leader - Workzone Traffic Management

P: 0448 381 885 E: pippa_schapel@live.co.uk

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Traffic Controller - Work Zone Traffic Control
01.2020 - 02.2022
Duty Airport Supervisor & Ground Handling Trainer - Alliance Airlines Pty Ltd
07.2011 - 12.2019
Operations Coordinator & Customer Service Officer - Regional Express (REX) Airlines Pty Ltd
03.2006 - 07.2011
Hotel Manager - The Pier Hotel, The Hotel Elliot, The Seacliff Beach Hotel, The Bull & Bear
11.2001 - 02.2006
Customer Service Officer - Call Centre - CPS Credit Union
04.1997 - 11.2001
Adelaide Airport Limited - Fire Warden Training,
Alliance Airlines - Human Factors Non Technical Skills,
Alliance Airlines - Emergency Preparedness Training,
Alliance Airlines - Certificate IV Train the Trainer,
TAFE SA - Certificate III - Financial Services,
Flinders University - Bachelor of Technology (ECOT),
Access Training Centre - Workzone Traffic Management ,
National Training College - White Card,

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Carly Hassam