Drue Swartz
Warrnambool,VIC
Summary
Dynamic professional with a proven track record at Vline, enhancing customer satisfaction and fostering brand loyalty through exceptional service and problem-solving skills. Skilled in Safeworking, Signalling, Shunting and teamwork, adept at managing diverse clientele and streamlining operations. Experienced with service operations, ensuring customer satisfaction and operational efficiency. Utilizes problem-solving and communication skills to enhance service delivery. Knowledge of team collaboration and adaptability, contributing to consistent and reliable performance. I am equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
32
32
years of professional experience
Work History
Service Officer
Vline
02.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
- Counted cash drawers and deposits, checked supplies, and completed any other required opening or closing task to facilitate smooth team operations.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
ALR Service Officer
Vline
06.2018 - 02.2023
- Provided exceptional customer support, leading to increased client retention and loyalty.
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
- Demonstrated adaptability in managing diverse clientele while maintaining a steadfast focus on quality outcomes.
- Was Acting Service Manager for 12 months
Service Officer
Vline
09.2016 - 06.2018
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
- Played a critical role in retaining valuable customers through proactive relationship management efforts.
- Developed and maintained accurate records of programs and services.
- Counted cash drawers and deposits, checked supplies, and completed any other required opening or closing task to facilitate smooth team operations.
Train Conductor
Vline
03.2002 - 09.2016
- Collaborated with fellow conductors to maintain high standards of professionalism while performing duties on board trains.
- Maintained detailed records of train movements, incidents, and maintenance activities as required by company policy and federal regulations.
- Enhanced passenger safety by conducting thorough pre-trip inspections and addressing potential hazards.
- Managed daily train operations, adhering to strict schedules and regulatory requirements.
- Provided timely updates to passengers regarding schedule changes or delays, ensuring their satisfaction during travel interruptions.
- Provided exceptional customer service, assisting passengers with boarding, seating, and luggage storage.
Chef
Moran Aged Care Nursing Home
10.2000 - 03.2002
- Trained kitchen staff to perform various preparation tasks under pressure.
- Optimized food preparation processes, implementing time-saving techniques without compromising quality.
- Reduced food waste with strategic menu planning and inventory control techniques.
- Cultivated a positive work culture among kitchen staff through open communication lines and mutual respect within the team.
- Responded to dietary concerns and food allergies, creating dishes to meet customer needs and palates.
- Continually improved kitchen safety by enforcing strict hygiene protocols and staff training on equipment usage.
Quality Coordinator & Customer Complaints
Kodak
01.1995 - 02.2000
- Collaborated with cross-functional teams to improve overall product performance and customer satisfaction rates.
- Managed customer complaints efficiently, resolving issues promptly while minimizing negative impact on business operations.
- Developed a culture of continuous improvement within the organization by encouraging team members to identify opportunities for enhancement and facilitating their efforts to implement those changes.
- Reduced non-conformances with thorough root cause analysis and effective corrective actions.
- Assisted with quality control audits.
Kitchen Manager
Klassy Kat Tavern
10.1992 - 01.1995
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Fostered a collaborative working environment among diverse teams of chefs, line cooks, prep cooks, dishwashers, and other support staff.
- Contributed to a positive workplace culture by actively engaging with staff members, promoting open communication channels, and demonstrating support for ongoing professional development opportunities.
Education
Regents Diploma -
John Marshall High School
Rochester, New York05-1992
Skills
- Written and verbal communication
- Problem-solving
- Customer service
- Mental Health First Aid
- Teamwork and collaboration
- Time management
- Documentation and reporting
- Multitasking Abilities
- Safeworking
- Signalling and Shunting
- Hastus
- Rostering
Timeline
Service Officer
Vline
02.2023 - Current
ALR Service Officer
Vline
06.2018 - 02.2023
Service Officer
Vline
09.2016 - 06.2018
Train Conductor
Vline
03.2002 - 09.2016
Chef
Moran Aged Care Nursing Home
10.2000 - 03.2002
Quality Coordinator & Customer Complaints
Kodak
01.1995 - 02.2000
Kitchen Manager
Klassy Kat Tavern
10.1992 - 01.1995
Regents Diploma -
John Marshall High School
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