Summary
Work History
Education
Skills
Timeline
Generic

Justin Butler

Brisbane

Summary

Dynamic customer service professional with track record at Queensland Rail, excelling in conflict resolution and incident management. Adept at ensuring passenger safety and compliance while delivering exceptional support. Recognized for effective communication and problem-solving skills, consistently enhancing customer experiences and operational efficiency.

Work History

Train Guard

Queensland Rail
South East Queensland Network
2019 - 2026
  • Delivered frontline customer service, assisting passengers with enquiries, ticketing, and boarding.
  • Communicated service updates clearly, including delays and disruptions.
  • Managed conflict and resolved complaints with professionalism and empathy.
  • Supported accessibility by providing physical assistance to passengers.
  • Ensured passenger and train safety in compliance with operational rules.
  • Managed critical incidents and emergency situations with composure.

Customer Service Representative

Auto & General Insurance Services
2016 - 2019
  • Handled inbound/outbound calls, assisting customers with enquiries and troubleshooting.
  • Managed insurance claims across motor, home, pet, and travel products.
  • Ensured compliance with General Insurance Code of Practice (GICOP).
  • Escalated complex queries to specialist teams (assessing, recoveries, fraud investigation).
  • Contributed to team coaching sessions and collaborative workload sharing.

Client Relations Officer

Careers Australia
2016 - 2016
  • Lodged and investigated student complaints, applying relevant legislation.
  • Liaised with internal/external sources to gather evidence.
  • Managed high-level complaints through ASQA, ACCC, Department of Education, and Ombudsman.
  • Produced monthly reports and quality-checked phone calls/data entry.
  • Operated multiple systems including Salesforce, HEIMS, Outlook, Word, Excel, and ShoreTel.

Customer Consultant / Investigator / Supervisor

Australia Post
2013 - 2017
  • Delivered high-level customer service across multiple roles.
  • Investigated customer cases and identified potential security breaches.
  • Handled inbound complaints and maintained quality in outbound communications.
  • Contacted overseas postal authorities to resolve international issues.
  • Achieved and maintained KPIs while adhering to privacy laws.

Education

Certificate I & II -

Information Technology

Certificate III -

Pathology Assistance

Certificate III -

Customer Contacts

Certificate III in Passenger Train Guard

Queensland Rail
Brisbane, QLD

Senior First Aid And CPR (HLTAID011)

Queensland Rail
Brisbane, QLD

Skills

  • Customer service excellence
  • Incident reporting
  • Conflict resolution
  • Compliance and policies
  • Problem-solving abilities
  • Escalation management
  • Coaching and mentoring
  • Complaint handling strategies
  • Passenger safety protocols
  • Emergency management skills
  • Accessibility support services
  • Effective communication skills
  • Entry and exit monitoring processes
  • Incident reporting procedures
  • Emergency management
  • Accessibility support
  • Complaint handling
  • Policies compliance
  • Data reporting
  • Effective communication
  • Problem solving
  • Train operation
  • Route logs
  • Safety awareness
  • Security monitoring
  • Public address announcements
  • Passenger assistance
  • Surveillance monitoring
  • Radio communication

Timeline

Train Guard

Queensland Rail
2019 - 2026

Customer Service Representative

Auto & General Insurance Services
2016 - 2019

Client Relations Officer

Careers Australia
2016 - 2016

Customer Consultant / Investigator / Supervisor

Australia Post
2013 - 2017

Certificate I & II -

Information Technology

Certificate III -

Pathology Assistance

Certificate III -

Customer Contacts

Certificate III in Passenger Train Guard

Queensland Rail

Senior First Aid And CPR (HLTAID011)

Queensland Rail

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Justin Butler