1. Kim Rogerson 0402 099538
13/7-8 Norfolk St kiml.davis@bigpond.com
Parkinson, QLD 4115 kimdavis@qantas.com.au
OBJECTIVE
To be the bestpersonIcan be. To projecta positive, friendlyand‘çando’ attitude towardsall
customersand colleagues. Tobe a role model formychildrenandpeers.
“Life is a succession of moments, to live each one is to succeed.”
Corita Kent
EDUCATION
RedeemerLutherCollege(Prefect/HouseCaptain)
SeniorCertificate
DiplomaMassage Therapy
FURTHER EDUCATION
• Fares& TicketingI
• Alcohol andOtherDrugs AwarenessProgram
• Fatigue AwarenessforEmployees
• SecurityAwareness
• Occupational HealthandSafetyforEmployee Awareness
• DAMP Employee Alcohol andOtherDrugsAwareness
• ResolvingWorkplace Conflict
• OneworldAirportsonlinecourse
• CompetitionLawCompliance - DealingswithCustomers
• DisabilityAwareness Online
• EEO and our Standardsof Conduct
• Fire AwarenessandExtinguisherTraining
• eXceptional –Sydney

2. • HandlingDifficultServiceSituations
• Managing AngerandAbuse
• SatisfyingCustomers
• RSA Certificate
• SeniorFirstAid
Comprehensive ‘Learning History’availableupon request
International Telephone Sales Consultant | Qantas Airways
September2000 – current2015
Provide outstandingcustomerservice andactas a role model teammember.
AnswerTelephone SalesCustomerService andSalescallsonadiverse range of enquiresincluding
Fares,Qantas One worldandPartnerFrequentFlyerProgramme,Baggage,PointUpgrades,Qantas
Destinations,Seatingrequests,TCPs,CarRental,Insurance,QantasWebsite,QantasClublounge
access,Qantas Clublocationsandhours.CustomerComplainthandlingandCustomerRecovery
whenneeded.Convertall revenue opportunitiesviaTelephone Sales.Buildticketingusing
computerizedsystemsandQantasexpressticketing.
Understandingandeffective workingknowledge of Reservationssystem.Utilise efficientand
effectivecommunicationtoTeamSupervisor.
Performcall outsfor flightoffloads,anddisruptionsforQantas/EmiratesandJQflightcustomers
bookedandticketedonQantas,due to cancelled,delayedoroversoldservices.Providealternate
optionsbestsuitedtothe customer.Rebookandreissue tickets.
SKILLS
• The abilitytoworkin a team or to workindividually
• Abilitytoworkunderpressure andtotighttime constraints
• Good Problemsolvingskills&obtaining positiveoutcomes
• Excellenttime managementskills
• Able tomaintaina harmoniousandprofessional platformforall toexcel
• Able toliaise atall levels
• Willingnesstoacceptnewchallenges
• Professionalandhelpful attitude

3. • Abilitytothinklike the customer
VOLUNTEER WORK
• Readingcoach,Netball Coach(RedeemerLutheranCollege)
Manager U12 Mt Gravatt VulturesAFLteam
Qantas Excel Committee2015
• EngagementTeamBNE
REGONITION
 Recognitionon Qawards : 2012, 2013 x 4, 2014, 2015
 Customer Service Awards:2004, 2007, 2009, 2011
 CustomerService certificate:2006 x 2, 2007, 2008, 2010
 S.T.A.R.T.Engagementteam2005/2006,
 eXcel service awardnomination:Feb/April 2011, 2012, 2015
 SalesRecognitionawards:2008, 2009, 2012
REFERENCES
JudyDensley CustomerSegmentManagerBrisbane
Qantas AirwaysLimited
P. 61 7 3238 2957 (ext.82957)
judydensley@qantas.com.au

4. Dale Caves Supervisor
MS6 Shift Supervisor, Qantas Direct
Qantas Airways Limited
P. +61 7 32382985 (ext. 82985)
E. dalecaves@qantas.com.au
Dianne Wollerman CabinCrew,BNEBase,QLink
O407627380
diwoll@gmail.com
wollermandiane@qantas.com.au
Michael Pennisi Chief StrategyOfficer
QSuper
0421588518
Jmpen@tpg.com.au