Summary
Overview
Work History
Education
Skills
Personal Information
References
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Timeline
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Bianca Barnard

Kinglake west,VIC

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

17
17
years of professional experience

Work History

Full time Station Officer 2

Metro Trains Melbourne
08.2018 - Current
  • Booking Office duties
  • Provide detailed information related to Myki, demonstrate complete knowledge to all functions related to Myki
  • Obtain booking enquiries/services and follow correct procedures and policies in place according to Countrylink guild lines
  • Fully conversant with all V-line ticketing systems and procedures
  • Complete relevant accountancy work as per station accountancy instructions
  • Assist customers to reach their destinations with information such as Train, tram, bus times/locations
  • Attend to customers with special needs to the best of my ability
  • Able to process concession cards/student applications and replacement student Myki passes/lost or stolen concession cards
  • I am competent in the procedures carried out to open/close the station
  • Complete duties entering data, reporting faults, accessing relevant information/paperwork, fully conversant with document finder, OH&S Board, follow correct procedures when utilising SIM’s/operations diary
  • Competent in procedures related to handling station keys, lost property
  • Competent in disruptions/ planned occupations and emergency situations, conversing with Police, Metrol, Station Masters, Bus Drivers and relevant persons involved
  • Competent in completing paperwork requires during disruptions, special events or emergency situations
  • Sound Knowledge utilising in house IPad App’s to complete work, reporting, updating and notifying relevant areas of changes to service, late running services, transposals of trains and emergency updates
  • Control Desk Duties
  • Fully conversant with control room duties involving the PRIDE, TD numbers, train movements, monitoring cameras, recording the safety/security of customers and property throughout the network
  • Able to maintain communication with Metrol (SEPAC phone)
  • Record all relevant paperwork such as red button, announcements, wheelchairs, OPR sheet, docking sheets & handling circulars
  • Monitor the presence of on-site contractors to ensure the correct sign on/off procedures are followed and to ensure safety/security of station staff/environment
  • Perform regular announcements of accurate and up to date information
  • Able to confidently handle all functions related to the PRIDE system
  • Drivers
  • Monitor drivers Sign On/Off, driver’s slips, calling for drivers names to attend duties the following day (during closing shift)
  • Fully competent SHUNTING trains, Liaise with the train driver to clear nominated trains during disruptions/emergencies
  • Platform duties
  • Perform numerous tasks during disruption/emergency to ensure correct procedures are followed, ensuring all incidents are recorded and caution is taken to note important information to complete paperwork as necessary
  • Provide a uniformed presence during disruptions/emergencies to provide alternate service/security
  • Complete routine checks to maintain a quality standard of facilities/building and safety
  • Maintain safety by wearing my personal protective equipment whilst performing duties throughout the station or on the train

Full Time Station Officer 2

Metro Trains Melbourne
06.2013 - 08.2018
  • Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
  • Coordinated operations with other emergency service groups.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.

Part Time Station Officer 1

Metro Trains Melbourne
04.2011 - 06.2013
  • Provided timely responses during emergencies, ensuring appropriate action was taken according to established procedures.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Learned and adapted quickly to new technology and software applications.

RFR – Platform Staff

Metro Trains Melbourne
01.2010 - 12.2010
  • Provide customers with valuable information to complete their journey
  • Make announcements at North Melbourne Station
  • Assist customers with all enquiries
  • Provide a safe environment for all staff and passengers by being aware of my surroundings at all times
  • Work as part of a team
  • Practice in the Control room/ Booking office

Crew Person

Mc Donald’s Fawkner
01.2008 - 12.2010
  • Provide Quality Customer Services
  • Maintain cleanliness
  • Dealt with customers in a positive attitude
  • Greet customers in a friendly manner
  • Cash handling
  • Handling customer complaints
  • Food handling
  • EFTpos
  • Register

Education

No Degree - FIRST AID

METRO ACADEMY
Kensington, VIC
07-2024

Diploma - Special Effects Make up/ Hair

National Academy of Beauty
01.2018

Certificate III - Transport and Logistics – Rail Operations

Metro Trains Melbourne
01.2011

Year 12 -

Whittlesea Secondary College
01.2008

Certificate II - Equine Studies

Whittlesea Secondary College
01.2007

Skills

  • Excellent attention to detail
  • Strong customer service focus
  • Team player
  • Excellent communicator
  • Enthusiastic attitude towards solving problems
  • Strong initiative
  • Keen work ethic
  • Excellent organisational skills
  • Excellent time management skills
  • Good computer knowledge
  • Excellent knowledge of Myki
  • Excellent knowledge of V-net
  • Excellent knowledge of Countrylink
  • Excellent knowledge of Booking Office
  • Excellent knowledge of Control Desk
  • Emergency and non-emergency response
  • Reporting and documentation
  • Multitasking Abilities
  • Team building
  • Problem-solving abilities
  • Reliability
  • Team Leadership
  • Operational Efficiency
  • Professionalism
  • Time management abilities
  • Organizational Development
  • Risk Management

Personal Information

Driving License: current full drivers license

References

  • Trent Suski, Metro Trains Melbourne, Mernda Railway Station, Station Master, 0449 017 884
  • Nick Nastas, Metro Trains Melbourne, Mernda Railway Station, 0401 000 762
  • Will Shaw, Metro Trains Melbourne, Mernda Railway Station, 0413 474 165

Workingwithchildrencheck

in progress

Timeline

Full time Station Officer 2

Metro Trains Melbourne
08.2018 - Current

Full Time Station Officer 2

Metro Trains Melbourne
06.2013 - 08.2018

Part Time Station Officer 1

Metro Trains Melbourne
04.2011 - 06.2013

RFR – Platform Staff

Metro Trains Melbourne
01.2010 - 12.2010

Crew Person

Mc Donald’s Fawkner
01.2008 - 12.2010

Diploma - Special Effects Make up/ Hair

National Academy of Beauty

Certificate III - Transport and Logistics – Rail Operations

Metro Trains Melbourne

Year 12 -

Whittlesea Secondary College

Certificate II - Equine Studies

Whittlesea Secondary College

No Degree - FIRST AID

METRO ACADEMY

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Bianca Barnard