Summary
Overview
Work History
Skills
Certification
ROLES & RESPONSIBILITIES
Timeline
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Jo Shaw

Jo Shaw

Summary

Dynamic professional with extensive experience in large corporate Tourism including Aviation and Rail environments , specializing in Administrative functions, Customer Service, HR support, stakeholder engagement, and Training and Compliance Coordinator. Demonstrated expertise in the tourism industry , supported by relevant degree and extensive experience. I have many years utilising Microsoft suites and delivering high-quality administrative support while fostering strong relationships with internal and external stakeholders . I have an approachable and professional demeanour , with strong communication and interpersonal skills, fostering collaborative relationships and ensuring providing constructive feedback. 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

Rail Industry Worker Program Advisor

Queensland Rail
11.2024 - Current
  • Vast experience providing system administration and user support across multiple enterprise systems including SAP and TRIM .
  • Developed and maintained effective working relationships with various stakeholders , ensuring seamless communication and providing feedback.
  • Coordinated and managed the accreditation process for new members, ensuring compliance with industry standards and regulations , utilising the official RIW site.
  • Delivered exceptional customer service to members by resolving inquiries and offering advice on how to meet accreditation requirements
  • Assisted in the creation and updating of membership policies and tracking systems including the RIW portal, ensuring they align with industry trends and standards.
  • Managed and processed RIW membership applications, ensuring accuracy, timely responses, and efficient onboarding of new members.
  • Travel within Queensland to meet with stakeholders, conduct site assessments to upskill the latest developments and changes.
  • Effective communication skills providing constructive feedback and guidance ensuring the handling of difficult situations has positive outcomes.
  • Demonstrated ability to prioritise tasks effectively ensuring timely completion and working autonomously.


Training Improvements/ Compliance & Operational Re-Accreditation

Queensland Rail
09.2019 - 11.2024
  • 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 and oral and written skills.
  • Facilitated the maintenance of risk, action, issue, and decision registers, ensuring accurate tracking of project documentation and compliance with organisational procedures.
  • Demonstrated strong knowledge of Microsoft Office Suites.
  • Showcased strong organisational and time management skills to handle competing priorities efficiently.


Flight Training & Standards Coordinator

Virgin Airlines
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 behaviours.

Customer Service Officer/Baggage Guest Relations and PA

Qantas Airways
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.
  • Achievement

Workforce Planning & Administration HR Coordinator

Qantas Airways
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.
  • Achievement

Skills

  • Microsoft Suites IE: Excel/ Word/ PowerPoint/ Teams/ OneNote/ Outlook/ SharePoint
  • LMS (Learning Management System)
  • SAP – Citrix Applications/TRIM / Doc Control/Sabre
  • Stakeholder engagement
  • Effective communication skills, verbal and written
  • Interpersonal and social skills
  • Complaint Resolution & Service Recovery
  • Team collaboration
  • Problem-solving expertise/Organisational development

Certification

  • Dip Business Travel & Tourism
  • Dip Business Human Resources Management

ROLES & RESPONSIBILITIES

  • Fire Warden
  • Workplace health and safety committee (WHS)
  • Event planner
  • Facilities liaison
  • Room booking administrator for QLD RAIL

Timeline

Rail Industry Worker Program Advisor

Queensland Rail
11.2024 - Current

Training Improvements/ Compliance & Operational Re-Accreditation

Queensland Rail
09.2019 - 11.2024

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

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Jo Shaw