Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
References
Nikki Thomson

Nikki Thomson

Cumbernauld,North Lanarkshire
Know the true value of time; snatch, seize, and enjoy every moment of it. No idleness, no laziness, no procrastination: never put off till to-morrow what you can do to-day.
Philip Dormer Stanhope, Lord Chesterfield

Summary

Hardworking, driven and resourceful professional with strong leadership abilities and proficiency in logistics, customer service management and team coordination. Demonstrates exceptional problem-solving skills and effective communication in high-pressure environments. Ready to deliver streamlined operations and exceptional service in any appointed role. Loyal and trustworthy employee with solid understanding of training and mentoring employees whilst being a dedicated team player.


Overview

27
27
years of professional experience

Work History

Airport Operations & Customer Service Manager

Exemplar Coaches & Limousines
Cairns International Airport, Queensland
08.2023 - 11.2024
  • Directed, supervised front-of-house operations upholding company standard handling foot traffic and international calls 24hrs using Microsoft office with internal GPS navigation systems.
  • Executed data driven sales and marketing strategies to boost revenue.
  • Maintained, reviewed and amended performance standard compliance manuals to comply with airport operational and safety documentation.
  • Supported team of 7 desk staff and 50 drivers by demonstrating respect and willingness to help and served customers to drive sales and deliver top-quality experiences.
  • Applied critical thinking on high alert, adapting to any disruption of operations including emergencies, analyzing for solutions and developed contingency plans.
  • Optimised airport operations by streamlining passenger flow processes and live walk up ticket sales with Google Sheets improving efficiency.
  • Implemented efficient work schedules, reducing staff turnover rate.

Emergency Medical Dispatcher

Queensland Ambulance Service
Cairns, Queensland
03.2023 - 08.2023
  • Provided medical emergency resolution to up to 100 emergency callers daily and often life-saving instructions in effective pre arrival assistance
  • Questioned callers to determine appropriate type and number of resources needed to achieve optimal result by listening actively to callers concerns.
  • Fostered trust with distressed callers through compassionate interaction.
  • Prioritised emergencies using established protocol.
  • Planned and directed medical dispatch to achieve fastest response times.
  • Coordinated with police/fire departments when necessary, fostering interdepartmental cooperation during crises.

Retail & Warehouse Receptionist

Port Douglas Hospitality Supplies
Port Douglas , Queensland
03.2021 - 03.2023
  • Managed high volume of calls from multi-line telephone system documenting and actioned accordingly.
  • Greeted incoming customers professionally providing friendly, knowledgeable assistance.
  • Exhibited excellent multitasking skills by balancing various responsibilities simultaneously increasing sales by 10%.
  • Coordinated incoming and outgoing stock to facilitate distribution.
  • Updated Microsoft Outlook Diary with important office metrics and logged daily activities ensuring well organised environment.
  • Received payments for stock, managed orders using MYOB software creating invoices and reconciled cash takings daily.

Receptionist/Duty Manager

Dougies Backpackers Resort
Port Douglas, Queensland
05.2015 - 03.2021
  • Delivered front of house duties with warm and professional manner greeting incoming guests and providing friendly, knowledgeable assistance.
  • Appointed responsibility as Reception Manager after just 6 months.
  • Provided clerical support to company employees, including copying, faxing and file management.
  • Acted as first point of contact for wide range of personnel.
  • Managed bookings using Cloudbeds software to schedule, cancel and re-arrange reservations.
  • Worked flexible hours, covering nights, weekends and bank holidays.
  • Stored cash floats and delivered secure banking procedures Reconciling all resort takings daily setting personal targets for all staff.
  • Oversaw inventory and stock management, optimising levels for operational continuity.

Airline Cabin Crew Purser

Excel Airways/Thomas Cook/Easyjet
Glasgow International Airport, Glasgow City
06.1997 - 09.2010
  • Actioned tasks and responsibilities assigned during pre-flight briefings ensuring all crew were fit to fly.
  • Ensured cabin crew adhere to aviation regulations whilst maintaining exemplary customer service.
  • Kept detailed records of incidents or issues during flights, ensuring accurate reporting procedures were followed.
  • Maintained calm under pressure, successfully handling emergency situations.
  • Negotiated disputes between passengers diplomatically, preserving harmonious travel experience for all onboard.
  • Streamlined cabin operations to ensure smooth flow of in-flight services.
  • Handled emergency situations calmly; administered first aid when necessary to ensure passenger wellbeing.
  • Demonstrated professionalism when dealing with challenging or difficult passengers to maintain peaceful journey environment.

Education

Diploma - Emergency Healthcare

Central Queensland University, Melbourne

Certificate IV - Hospitality

For North Training Consultancy, Port Douglas

Certificate - Medical Reception

Career Academy, Melbourne

Certificate - Medical Terminology

Career Academy, Melbourne

Certificate III - Business Administration

Career Academy, Melbourne

A-Levels - English, Mathematics, Arithmetic, French, Technical Drawing

Cumbernauld High School, Cumbernauld, North Lanarkshire

Skills

  • Time Efficiency
  • Effective delegation
  • Resilience under pressure
  • Proactive approach
  • Self-motivation
  • Team Management
  • Motivational leadership
  • Emotional intelligence
  • Active listening
  • Customer service excellence

Affiliations

  • In my spare time i have been volunteering with Glasgow’s “Good Morning Service” by helping the befrienders visit the vulnerable.

Timeline

Airport Operations & Customer Service Manager - Exemplar Coaches & Limousines
08.2023 - 11.2024
Emergency Medical Dispatcher - Queensland Ambulance Service
03.2023 - 08.2023
Retail & Warehouse Receptionist - Port Douglas Hospitality Supplies
03.2021 - 03.2023
Receptionist/Duty Manager - Dougies Backpackers Resort
05.2015 - 03.2021
Airline Cabin Crew Purser - Excel Airways/Thomas Cook/Easyjet
06.1997 - 09.2010
Central Queensland University - Diploma, Emergency Healthcare
For North Training Consultancy - Certificate IV, Hospitality
Career Academy - Certificate, Medical Reception
Career Academy - Certificate, Medical Terminology
Career Academy - Certificate III, Business Administration
Cumbernauld High School - A-Levels, English, Mathematics, Arithmetic, French, Technical Drawing

References

References available upon request.

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Nikki Thomson