Summary
Overview
Work History
Education
Skills
Certification
Current Duties
References
Timeline
Generic

Catherine Lewis

Caboolture,QLD

Summary

I am a highly-motivated employee with desire to take on new challenges. I have strong worth ethic, adaptability and exceptional interpersonal skills. I am adept at working effectively unsupervised and quickly mastering new skills. I am a hardworking employee with customer service, multitasking and time management abilities. I am devoted to giving every customer a positive and memorable experience. I am a dedicated Train Conductor bringing 16+ years of experience in the field and commitment to customer satisfaction. I believe I have excellent leadership, communication and problem-solving skills. I am looking for a growth-oriented position with Queensland Rail, as well as helping my fellow crew and the company overall.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Queensland Rail Guard

Queensland Rail
Caboolture, QLD
09.2006 - Current
  • Maintained high levels of alertness throughout shifts.
  • Provided friendly and professional assistance to employees, visitors and customers.
  • Announced route destinations and changes via PA systems.
  • Assisted passengers with boarding and disembarking the train safely.
  • Inspected trains for safety hazards or issues prior to departure.
  • Provided on-board announcements regarding stops, delays, and transfers.
  • Responded to customer inquiries and complaints in a professional manner.
  • Performed pre-trip inspections of locomotives and cab cars.
  • Ensured that all operating rules were followed at all times.
  • Reported any irregularities or malfunctions to the engineer or supervisor immediately.
  • Communicated with other personnel via radio or telephone while on duty.
  • Verified that all doors were closed properly before departure from each station.
  • Collaborated with other crew members during emergency situations.
  • Provided first aid assistance when needed until medical personnel arrived.
  • Assisted disabled passengers by providing appropriate accommodations.

Learning and Development Coordinator

Queensland Rail
Brisbane, Qld
05.2006 - 05.2008
  • Developed and implemented comprehensive learning and development plans to meet organizational objectives.
  • Conducted training needs assessments to identify areas of improvement in employee performance.
  • Collaborated with internal stakeholders to ensure learning programs are aligned with corporate goals.
  • Created job aids such as user manuals, quick reference guides, videos., to support the implementation of new processes or technologies.
  • Maintained a library of instructional materials for use by trainers in classroom settings.
  • Assisted managers in identifying individual staff members' training requirements based on job roles or responsibilities.
  • Assisted with onboarding new employees by conducting orientation and company-wide or job-specific training.
  • Mentored team members to succeed and advance within department and company.
  • Led training classes and recorded instruction for later use.
  • Developed new training programs in compliance with company and government standards.
  • Determined course objectives and found or wrote course materials to cover topics.
  • Delivered training material to diverse audiences of both blue and white-collar professionals.

Business Administration Trainee

Queensland Rail
Brisbane, QLD
05.2005 - 05.2006
  • Provided administrative support for management team.
  • Created databases to store information about customers and vendors.
  • Drafted letters, memos, emails and other communications materials.
  • Coordinated travel arrangements for staff members as needed.
  • Performed clerical duties such as filing, photocopying, faxing, scanning.
  • Handled incoming calls and inquiries related to company services and products.
  • Monitored inventory levels and placed orders when necessary.
  • Oversaw office inventory by restocking supplies and submitting purchase orders.
  • Maintained positive working relationship with fellow staff and management.
  • Identified needs of customers promptly and efficiently.
  • Displayed strong telephone etiquette, effectively handling difficult calls.

Education

Business Administration Certificate

Bracken Ridge TAFE
Bracken Ridge
05-2006

High School Diploma -

Narangba Valley State High School
Narangba, QLD
11-2004

Skills

  • Maintaining safety
  • Assisting customers
  • Passenger Assistance
  • Route knowledge
  • Safety awareness
  • Hazardous items understanding
  • Crisis Response
  • Radio communication
  • Protocol implementation
  • Stress Tolerance
  • Physical Fitness
  • Incident Reporting
  • Integrity and Honesty
  • Policy Enforcement
  • Customer service and assistance
  • Emergency Preparedness
  • Customer relations skills
  • De-Escalation Techniques
  • Threat Assessment
  • Behavioral analysis

Certification

  • Business Administration Certificate III
  • All Aboard Annual Refresher
  • Building Emergency Procedures
  • Working in the Electrified Territory
  • Airtrain - Interface Coord Plan Level 1
  • Citytrain Guards (Electric Units) - MOC 09911778
  • TLI32315 Certificate III in Electric Pas 40008656 NHS Cat 2 SCW

Current Duties

  • Facilitate safe and efficient train operations and deliver excellence in customer service in accordance with Queensland Rail's Business Safety Management System and the philosophy and values of Zero Harm.
  • Maintain safe and efficient train operations and deliver excellence in customer service by applying knowledge of safe working and train traction systems, including assisting with the identification, analysis and rectification of on-train faults/system deficiencies.
  • Optimize passenger safety and provide a high level of customer service, including identifying, monitoring and assisting passengers with special needs.
  • Receive, interpret and communicate information in relation to train operations in a safe and effective manner to deliver excellence in customer service.
  • Attain and communicate essential information to on-board passengers with regard to both routine and unusual events in an appropriate and timely manner at all times to deliver excellence in customer service.
  • Monitor on-board passenger activities and behavior and implement appropriate action as required, in order to ensure the safety of passengers and traincrew.
  • Maintain a high level of vigilance, prioritize tasks, and effectively manage workload demands in the presence of competing responsibilities and distractions so as to ensure optimal safe working practices.
  • Comply with statutory regulations, safety management system requirements and local operating procedures pertaining to train operations.
  • Perform all responsibilities in a manner which demonstrates commitment to Zero Harm and projects pride and a professional image for Queensland Rail.

References

References available upon request.

Timeline

Queensland Rail Guard

Queensland Rail
09.2006 - Current

Learning and Development Coordinator

Queensland Rail
05.2006 - 05.2008

Business Administration Trainee

Queensland Rail
05.2005 - 05.2006

Business Administration Certificate

Bracken Ridge TAFE

High School Diploma -

Narangba Valley State High School

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