Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Anna Shapleski

Melbourne

Summary

Dependable professional with 10 years experience in safety critical environments, skilled at effective communication, problem solving and adapting quickly to changing situations. Known for a strong work ethic, teamwork, and a commitment to operational excellence. Consistently met and exceeded performance and safety targets through proactive decision making and attention to detail. Recognised for clear communication and collaboration in high pressure situations. Completed a Level 4 Certificate in Rail Operations and Diploma in Travel Management, enhancing skills in planning, logistics, and customer service. Proven ability to learn quickly and contribute to process improvements that boost efficiency and quality.

Overview

18
18
years of professional experience

Work History

Train Driver

Transdev
03.2022 - 04.2025
  • Operate and manage passenger rail services across the Wellington network, ensuring full compliance with safety protocols and operational procedures.
  • Conduct comprehensive pre departure service inspections of trains and equipment, upholding high standards of reliability and performance.
  • Maintain clear and professional communication with Train Control and the Service Coordination Centre, following established radio protocols to support seamless operations.
  • Regularly update operational bulletins and procedures, improving information accuracy and enhancing team coordination.
  • Respond promptly to emergencies, prioritising passenger safety, comfort, and swift resolution under pressure.

Train Driver

Auckland One Rail
09.2017 - 03.2022
  • Operate and oversee passenger rail services across the Auckland network, ensuring strict adherence to all safety procedures and operational guidelines.
  • Carry out detailed pre departure inspections of trains and onboard systems to maintain optimal performance and service quality.
  • Communicate efficiently with Train Control and the Service Delivery Centre using standard radio protocols to ensure smooth and coordinated operations.
  • Contribute to the accuracy and clarity of operational updates and procedures, supporting effective team communication and service reliability.
  • Act quickly and decisively in emergency situations, always prioritising the safety and well being of passengers.

Customer Service Officer

Transdev
06.2015 - 09.2017
  • Delivering exceptional front line service by going above and beyond to ensure a positive and welcoming station experience for all passengers.
  • Resolving passenger concerns and complaints promptly, using clear communication and practical solutions to minimise disruption and maintain satisfaction.
  • Assisting a high volume of commuters daily with ticketing, travel information, and general inquiries, maintaining a calm and professional manner at all times.
  • Contributed to a smooth station operation by efficiently addressing customer needs and working collaboratively with train crew and control teams.
  • Adapted quickly in a fast paced, ever changing environment, particularly during service disruptions or peak travel periods.

Bar Manager

Millennium Hotel
07.2014 - 02.2015
  • Experienced and customer focused with a strong background managing a bar in a high end hotel.
  • Skilled in staff training, inventory control, mixology, and delivering exceptional guest experiences.
  • Proven ability to uphold high service standards and drive revenue through quality and efficiency.
  • Accurately handled cash transactions, ensuring accountability and proper financial reporting each shift.
  • Maintained clean and organised dining areas, complying with hygiene standards for guest comfort.
  • Conducted regular stock takes to monitor inventory, minimise waste, and support accurate ordering.

Event Coordinator

Walt Disney World
01.2013 - 06.2013
  • In 2013, I was selected as a Character Performer with Walt Disney in Orlando, Florida. I was responsible for creating memorable guest experiences by performing as a Disney character and coordinating themed events.
  • Skilled in crowd interaction, time management, and teamwork within fast paced, high energy settings, while upholding brand standards and show quality.
  • Maintained a safe and inclusive environment by following company protocols during performances.
  • Consistently enhanced guest satisfaction through engaging, high quality character portrayals.
  • Developed strong improvisation skills, adapting smoothly to unexpected situations during live shows.

Operations Supervisor

Countdown Supermarket
06.2007 - 12.2012
  • Experienced Operations Supervisor with a solid retail background, progressing from Checkout Operator to Supervisor at Countdown supermarkets.
  • Skilled in managing front end operations, leading teams, and improving customer service and workflow efficiency.
  • Resolved customer complaints professionally, turning challenges into positive experiences.
  • Improved customer satisfaction by streamlining checkout processes and reducing wait times.
  • Supervised and motivated checkout staff to maintain high performance and morale.
  • Trained new operators and provided ongoing coaching for continuous improvement.
  • Monitored queue times and addressed issues quickly, including register faults and staffing gaps.

Education

Certificate - Rail Operation Level 4

Competenz
07.2018

Diploma - Tourism Travel Management

Bay Of Plenty Polytechnic
12.2012

Skills

  • Time Management
  • Communication
  • Problem Solving
  • Operational Documentation
  • Risk and Fatigue Management
  • Radio Protocol and Procedures
  • Safety awareness
  • Emergency Protocols
  • Customer Service
  • Crew Resource Management
  • Monitoring and Coordinating
  • Planning and Decision Making

Accomplishments

Consistently exceeding safety and punctuality targets and contributing to process improvements that enhanced operational efficiency. Recognised for excellence in crew coordination and effective response during high pressure situations. Completed a Level 4 Certificate in Rail Operations and Diploma in Travel Management, broadening industry knowledge and strengthening customer service and logistical planning skills.

Timeline

Train Driver

Transdev
03.2022 - 04.2025

Train Driver

Auckland One Rail
09.2017 - 03.2022

Customer Service Officer

Transdev
06.2015 - 09.2017

Bar Manager

Millennium Hotel
07.2014 - 02.2015

Event Coordinator

Walt Disney World
01.2013 - 06.2013

Operations Supervisor

Countdown Supermarket
06.2007 - 12.2012

Diploma - Tourism Travel Management

Bay Of Plenty Polytechnic

Certificate - Rail Operation Level 4

Competenz
Anna Shapleski