Donna Rankin
Gladstone Central,QLD
Summary
Dynamic and results-oriented professional with extensive experience at Gladstone Regional Council, adept in project planning and teamwork. Excelled in enhancing customer satisfaction and streamlining operations, demonstrating exceptional organizational skills and analytical thinking. Proven track record in improving event execution efficiency and fostering collaborative team environments.
Ability to handle multiple projects simultaneously with a high degree of accuracy, seeking to take on a new professional challenge and build on existing skills to delivery Tondoon Botanic Garden's business strategy in accordance with Gladstone Regional Council's policies and procedures.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Solutions Officer
Gladstone Regional Council
04.2024 - Current
- Handling enquiries efficiently and with empathy, finding satisfactory resolutions for both customers and the business alike.
- Maintaining detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exhibiting high energy and professionalism when dealing with clients and staff.
- Meeting customer call guidelines for service levels, handle time and productivity.
- Manage a high volume of enquiries daily, maintaining composure under pressure while providing exceptional service.
- Using Pathway Production system to lodge Customer Service Requests, liaise with other Council departments to resolve enquiries and process financial transactions.
- Using Connected Knowledge and consulting with team leaders to provide accurate information to customers.
Events Assistant
Gladstone Regional Council
01.2022 - Current
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Working well in a team setting, providing support and guidance to colleagues and clients
- Managing event set-up and bump-out, ensuring timely completion of tasks for seamless transitions
- Improving communication between team members, resulting in more efficient task execution during events.
- Passionate about learning and committed to continual improvement.
- Assisting in organizing successful events by collaborating with vendors and suppliers.
- Proved successful working within tight deadlines and a fast-paced environment.
- Working flexible hours across night, weekend and holiday shifts.
- Working on a variety of indoor and outdoor events from corporate boardroom meetings to gala dinners, Easter in Gladstone Festival and theatre shows
- Successfully performed secondments in the Commercial Events Officer role at GECC, working closely with clients from the initial enquiry stage to plan and deliver their event right through to final reconciliation
Visitor & Volunteer Experience Officer Secondment
Gladstone Regional Council
02.2023 - 07.2023
- Coordinated cultural, administrative and educational activities at Gladstone Regional Art Gallery (GRAGM)
- Processed applications from volunteers and roster according to operational requirements, working closely with volunteers to deliver events and exhibitions to the community, planning and delivering reward programs and events to celebrate GRAGM's dedicated volunteer team
- Maintained a safe, clean and welcoming space for guests, providing information about artists and exhibitions, upcoming events and guided tours of the gallery
- Responsible for processing financial transactions and monitoring stock in GRAGM's Gift Shop, using Pathway Production system to record sales and conduct end-of-day banking
- Handling enquiries from visitors including taking bookings for classes and workshops
Retail Sales Assistant
Best & Less
02.2022 - 06.2022
- Greeted customers and helped with product questions, selections, and purchases.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Logged reports, expenses, receipts, and sales in company database.
- Worked with loss prevention in monitoring shopper behavior.
Cafe All-Rounder/Assistant Function Manager
Savour The Flavour
07.2016 - 03.2018
- Maintained professional, organized, and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with customers and suppliers through account development.
- Cultivated warm relationships with regular customers.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Social Media Moderator (Volunteer)
Black Milk Clothing
09.2013 - 11.2015
- Moderated traumatic, sensitive and potentially offensive content to promote safe environment for users.
- Remained up-to-date on workflow changes, operational guidelines and community standards to implement correct policies.
- Responded to and engaged with customers on social media pages to promote products and services.
- Gathered customer feedback to report to leadership team and facilitate further action.
Bar Manager & Hotel Receptionist
Gladstone Palms Motor Inn
02.2012 - 09.2013
- Maximized customer service by training staff, overseeing operations, and resolving issues.
- Closed out cash register and prepared cashier report at close of business.
- Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests.
- Oversaw food preparation and monitored safety protocols.
- Confirmed and amended bookings, communicated with clients, and updated client records.
- Maintained confidentiality of information regarding clients and company.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Tracked important information in RoomMaster spreadsheets and ran reports or generated graphs using data.
Education
Diploma of Event Management
TAFE QLD
Far North QLD10-2025
Certificate III Hospitality Operations
TAFE QLD
Central QLD10.2017
Skills
- Microsoft Word
- Project Planning
- Analytical and Critical Thinking
- MS Office
- Teamwork and Collaboration
- PPE use
- Verbal Communication
- Organization and Time Management
- Dependable and Responsible
- Active Listening
Certification
- Blue Card (Working With Children)
- Manual C Class Drivers License
- First Aid/CPR certified
- Fire Warden trained
Timeline
Customer Solutions Officer
Gladstone Regional Council
04.2024 - Current
Visitor & Volunteer Experience Officer Secondment
Gladstone Regional Council
02.2023 - 07.2023
Retail Sales Assistant
Best & Less
02.2022 - 06.2022
Events Assistant
Gladstone Regional Council
01.2022 - Current
Cafe All-Rounder/Assistant Function Manager
Savour The Flavour
07.2016 - 03.2018
Social Media Moderator (Volunteer)
Black Milk Clothing
09.2013 - 11.2015
Bar Manager & Hotel Receptionist
Gladstone Palms Motor Inn
02.2012 - 09.2013
- Blue Card (Working With Children)
- Manual C Class Drivers License
- First Aid/CPR certified
- Fire Warden trained
Diploma of Event Management
TAFE QLD
Certificate III Hospitality Operations
TAFE QLD
Similar Profiles
Mitchell SloaneMitchell Sloane
Civil Construction Trainee at Gladstone Regional CouncilCivil Construction Trainee at Gladstone Regional Council
Zoe ParkerZoe Parker
Event Assistant at Gladstone Regional CouncilEvent Assistant at Gladstone Regional Council
Austin TeakleAustin Teakle
Diesel Fitter at Gladstone Regional CouncilDiesel Fitter at Gladstone Regional Council