Jo Shaw
Brisbane,Australia
Summary
Dynamic professional with extensive experience in large corporate aviation and rail environments, specializing in Administrative functions, Customer Service, HR support, Stakeholder engagement, and Training and Compliance coordinator. I have many years expertise in Microsoft suites and delivering high-quality administrative support while fostering strong relationships with internal and external stakeholders. I have an approachable and professional demeanor, with strong communication and written skills turning guest feedback into service improvement opportunities and loyalty wins. Proven ability to work autonomously and efficiently managing multiple priorities. Proficient at maintaining accurate records and systems, ensuring compliance and consistency across all documentation and data.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Training Improvements/ Compliance & Operational Re-Accreditation
Queensland Rail
Brisbane, Australia
09.2019 - Current
- Provide high-level administrative support by effectively managing correspondence for senior leadership and promoting streamlined operations that align with organizational priorities.
- Served as primary liaison for stakeholders, efficiently addressing inquiries and cultivating strong, collaborative relationships utilising strong oral and written skills.
- Facilitated the maintenance of risk, action, issue, and decision registers, ensuring accurate tracking of project documentation and compliance with organizational procedures.
- Displayed capability in offering high-level administrative and coordination support.
- Demonstrated strong knowledge of Microsoft Office Suites.
- Showcased strong organisational and time management skills to handle competing priorities efficiently.
- Adapted to changes while managing a substantial workload independently with attention to detail.
- Proven experience liaising with challenging customers and employees, providing both verbal and written correspondence.
Flight Training & Standards Coordinator
Virgin Airlines
Brisbane, Australia
08.2013 - 06.2019
- Coordinated with various departments to initiate new courses, ensuring training areas were prepared for delivery.
- Coached departmental staff and course development contractors on effective system use.
- Maintained training database systems, providing problem-solving support and assistance.
- Developed and upheld company policies and procedures to ensure compliance.
- Conducted audits on programs and standards documents, ensuring alignment and proper management.
- Ensured adherence to company health and safety procedures, values, and behaviors.
Customer Service Officer/Baggage Guest Relations and PA
Qantas Airways
Brisbane, Australia
11.1996 - 01.2015
- Enhanced customer relationships by strengthening knowledge of industry trends.
- Handled passenger feedback and complaints with exemplary customer service skills.
- Adept at resolving complex issues and representing organisations in high-stakes environments.
- Minimised disruptions for passengers through effective conflict resolution techniques.
- Supported passengers with special needs to improve service quality.
- Maintained comprehensive knowledge of Qantas and partner airline products for customer inquiries.
Workforce Planning & Administration HR Coordinator
Qantas Airways
Brisbane, Australia
03.2007 - 11.2010
- Experience in providing administrative and operational support across various HR functions, assisting in end-to-end recruitment.
- Developed seasonal rosters to reflect daylight saving changes biannually.
- Produced weekly rosters for over 400 ground staff, including coverage for holidays and long service leave.
- Fire Warden
- Workplace health and safety committee (WHS)
- Event planner
- Facilities liaison
- Room booking administrator for QLD RAIL
Education
Diploma of Human Resources Business Management
South Brisbane Tafe
South Brisbane , Qld06-2014
Associate Diploma Business Travel & Tourism
South Brisbane Tafe
South Brisbane , Qld06-1991
Skills
- Airline operations and GDS expertise
- Stakeholder engagement
- Administrative support
- Microsoft Office proficiency
- Effective communication
- Interpersonal skills
- Service recovery and complaint resolution
- Problem-solving skills
- Multitasking and organization
- Regulatory compliance
- Customer service excellence
- Conflict resolution strategies
- Team collaboration
Certification
- Dip Business Travel & Tourism
- Dip Business Human Resources Management
Roles And Responsibilities
- Fire Warden
- Workplace health and safety committee (WHS)
- Event planner
- Facilities liaison
- Room booking administrator for QLD RAIL
Timeline
Training Improvements/ Compliance & Operational Re-Accreditation
Queensland Rail
09.2019 - Current
Flight Training & Standards Coordinator
Virgin Airlines
08.2013 - 06.2019
Workforce Planning & Administration HR Coordinator
Qantas Airways
03.2007 - 11.2010
Customer Service Officer/Baggage Guest Relations and PA
Qantas Airways
11.1996 - 01.2015
Diploma of Human Resources Business Management
South Brisbane Tafe
Associate Diploma Business Travel & Tourism
South Brisbane Tafe
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