Angelyn Aurisch
Sydney,Australia
Summary
Results-driven adept at meeting customer needs by applying business knowledge, logistics understanding and persuasive communication skills. History of leading customer service team members to enhance customer satisfaction, reduce issues and achieved target KPI. Looking for a permanent position with room for advancement and the opportunity to contribute to business success. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
19
19
years of professional experience
Work History
Testing & Commissioning - City South West
Metro Trains Sydney
10.2023 - Current
- Collaborated with mechanical engineers, IT personnel, Safety Engineers, CBTC experts to resolve product development and maintenance issues.
- Executing the operation of a high-capacity rolling stock vehicle, utilizing various manual modes and adjusting speeds as per the specific testing and commissioning.
- Performed equipment and product maintenance and inspected systems to locate potential malfunctions.
- Conducted tests on electrical systems and equipment and reported results.
- Visited job sites to coordinate commissioning, evaluate systems and witness equipment start-up and testing with guidance of the engineers
- Produced detailed, accurate commissioning status reports and participated in regular commissioning updates.
- Developed pre-functional checklists, functional testing procedures and actual functional testing as part of commissioning process.
- Communicated effectively with stakeholders throughout each stage of the testing process.
- Collaborated with other engineers and technicians to ensure that all aspects of a project were completed successfully.
- Ensured that all safety protocols are followed throughout the entire commissioning process.
- Carried out troubleshooting activities to resolve issues arising during the testing process.
Customer Journey Coordinator - Trains
Metro Trains Sydney
Tallawong
07.2023 - Current
- First Responder on emergency response in operation and medical
- Train assets and current state monitoring
- Faults and maintenance reporting
- Customer service information
- Providing exceptional customer service during static movements whilst in the train
- Maintaining cleanliness of the train
- Making announcements and situational communication between operation controllers to passengers
- Safety procedures implementation
- Strict safety protocols and practices
- Work Health and Safety
- Flexibility movements across rail lines on different platforms and stations
Customer Journey Coordinator - Stations
Metro Trains Sydney
Tallawong , NSW
10.2022 - 07.2023
- Managed correspondence, tracked activity and leveraged data communications to boost traceability initiatives.
- Generated reports to track and improve KPI and assets usage.
- Monitored documentation procedures to maintain consistent policies and current records.
- Drove customer escalations to resolution by engaging directly with clients.
- Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Safety ambassador to customer service staffs and customers
- Created and maintained accurate records of departmental activities, including budgets, personnel documents and project timelines.
- Analyzed data to identify trends in customer behavior and preferences.
- Developed strategies to improve operational procedures and reduce costs.
- Provided technical support to staff members regarding software applications and hardware systems.
- Monitored inventory levels and ordered additional supplies as needed.
- Drafted reports summarizing progress on various projects for upper-level management review.
- Facilitated communication between different departments in order to resolve issues quickly.
- Resolved customer complaints in a timely manner while upholding company standards.
Customer Experience Coordinator - Lounge Manager
Virgin Australia
Sydney, NSW
09.2018 - 08.2022
- Dealt with complex concerns and developed successful resolutions satisfying business requirements and customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Fostered relationships with product support staff, technical personnel, sales leaders, finance team and executives to transform and strengthen business processes.
- Exceeded team goals and collaborated with staff to implement customer service initiatives.
Guest Service Agent
Virgin Australia
Sydney, NSW
07.2015 - 02.2017
- Managed gate, ramp and cabin services for each flight.
- Utilized PA system to announce departures and changes to landings.
- Processed reservations and issued travel and hotel vouchers.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Personal Assistant to the Managing Director
Oxygen Insurance Services Australia Pty Ltd
Sydney, NSW
08.2012 - 02.2018
- Screened telephone calls and inquiries and directed as appropriate.
- Generated reports to support executive presentations with quantitative data metrics.
- Booked flights, hotel accommodations and ground transportation for smooth business travel.
- Ran errands to help with daily tasks, enabling employer to focus on more pressing duties.
Creative Director
Cheeky Josh Inc.
Sydney, NSW
06.2011 - 01.2017
- Created marketing plans and devised strategic communication approaches.
- Approved art layouts, copy design and illustrative work for publication.
- Enforced adherence to client specifications, budget constraints and timelines.
- Prepared art for printing by marking up layouts and writing final instructions.
Marketing & Sales Intern
Cathay Pacific Airways
Manila, Philippines
10.2007 - 02.2008
- Managed client marketing strategies and product promotion campaigns.
- Advised on development of new service and product offerings to increase shares in emerging markets.
- Worked closely with senior management to implement strategic communications plans and marketing initiatives.
- Launched targeted promotions to segments of customer database to optimize response and increase circulation.
Cabin Crew Member
Philippine Airlines
Manila, Philippines
07.2005 - 10.2007
- Attended trainings in customer service, conflict resolution techniques and safety procedures to remain current on new requirements and procedures.
- Followed safety, passenger and supply pre-flight checklists.
- Instructed passengers on safety and emergency procedures and answered questions related to flight.
- Demonstrated safety equipment and procedures to meet FAA guidelines.
Education
Certificate IV - Business
Allara Learning
Sydney01-2024
Associate of Science - Tourism And Travel Management
Bill Healy Travel & Tourism College
Online - Melbourne, Australia 01.2015
Associate of Applied Science - Tourism And Travel Services Marketing Operations
Bill Healy Travel & Tourism College
Online - Melbourne, Australia 01.2015
Bachelor of Science - Tourism
Lyceum of The Philippines University
Manila, Philippines 05.2008
Bachelor of Science - Accounting
Adamson University
Manila, Philippines 05.2004
Skills
- Courteous with Strong Service Mindset
- Building Customer Trust and Loyalty
- Multitasking and Prioritization
- Excellent Attention to Detail
- De-escalation Techniques
- Upbeat and Positive Personality
- Customer Service
- Motivating Employees
- GDS Proficiency
- Excel Spreadsheets
- Administrative Support Specialist
- Administration and Reporting
- Teamwork and Collaboration
- Microsoft Office Suite
- Resource Allocation
- Staff Supervision
- Regulatory Compliance
- Rail Operations and Safety
- Workplace Training
- Information Collection
Languages
Filipino
Native/ Bilingual
Spanish
Professional
Auslan
Professional
French
Limited
Reference
- Available upon request
Timeline
Testing & Commissioning - City South West
Metro Trains Sydney
10.2023 - Current
Customer Journey Coordinator - Trains
Metro Trains Sydney
07.2023 - Current
Customer Journey Coordinator - Stations
Metro Trains Sydney
10.2022 - 07.2023
Customer Experience Coordinator - Lounge Manager
Virgin Australia
09.2018 - 08.2022
Guest Service Agent
Virgin Australia
07.2015 - 02.2017
Personal Assistant to the Managing Director
Oxygen Insurance Services Australia Pty Ltd
08.2012 - 02.2018
Creative Director
Cheeky Josh Inc.
06.2011 - 01.2017
Marketing & Sales Intern
Cathay Pacific Airways
10.2007 - 02.2008
Cabin Crew Member
Philippine Airlines
07.2005 - 10.2007
Certificate IV - Business
Allara Learning
Associate of Science - Tourism And Travel Management
Bill Healy Travel & Tourism College
Associate of Applied Science - Tourism And Travel Services Marketing Operations
Bill Healy Travel & Tourism College
Bachelor of Science - Tourism
Lyceum of The Philippines University
Bachelor of Science - Accounting
Adamson University
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