Nageswari Suranayanan
Maddington,WA
Summary
Skilled Revenue Protection Officer from MSS Security, adept in conflict resolution and fare system knowledge, ensuring compliance and enhancing customer satisfaction. Demonstrates strong communication and problem-solving abilities, effectively managing fare disputes and maintaining safety. Achieved significant reduction in fare evasion, showcasing professionalism and teamwork.
Overview
2
2
years of professional experience
Work History
Revenue Protection Officer
MSS Security
10.2022 - Current
As a Revenue Protection Officer (RPO) since 2022, my primary role is to ensure the collection of correct fare revenue and enforce compliance with fare regulations. Key responsibilities typically include:
- Passenger Interaction: Engaging with passenger to verify that they have valid tickets or passes, assisting them with ticketing issue, and providing guidance on fare policies.
- Fare Inspection: Conducting random or targeted checks on passenger to ensure they have corr fare for their journey, using handheld devices to scan smartriders.
- De-escalation: Handling situation where passengers do not have valid tickets or are non-compliant, using strong interpersonal and conflict resolution skills to manage these interactions calmly and professionally.
- Reporting: Documenting inc, fare evasion cases, and other relevant data for reporting to supervisor or for legal follow-up.
- Safety and Compliance: Ensuring that all fare collection and inspection activities are carried out safely and in accordance with company policies and legal requirement.
Education
No Degree - Security Operation
Integrated Training
Victoria Park07.2022
No Degree - Business
South Metropolitan TAFE
Thornlie, WA12.2015
No Degree - Business Administration
South Metropolitan TAFE
Thornlie, WA12.2015
Skills
- Clear and effective communication with passengers, including explaining fare policies and addressing concerns
- Ability to de-escalate tense situations and resolve conflicts calmly
- Providing assistance and support to passenger, ensuring a positive interaction even when dealing with fare issues
- Accurately inspecting tickets and fare media, and ensuring compliance with fare policies
- Identifying discrepancies or potential fare evasion
- Quickly and effectively resolving issues related to ticketing and fare disputes
- Adapting to unexpected situations and finding solutions on the spot
- The role require standing, walking, and sometimes working in various weather condition, so physical stamina is important
1 Communication Skills:
2 Customer Service:
3 Attention to Detail:
4 Problem-Solving:
5 Physical Fitness:
- Understanding the fare structure, ticketing systems, and relevant regulation
- Keeping up-to-date with changes in fare policies and technology
- Managing and diffusing confrontations or difficult situations with passengers, often in stressful or challenging environment
- Maintaining high ethical standards and handling sensitive situations with discretion
- Ensuring that all actions comply with company policies and legal requirements
- Documenting incidents and preparing reports accurately and clearly for potential legal proceeding or internal review
- Working effectively with other officers, supervisor, and law enforcement when necessary
6 Knowledge of Fare Systems and Policies:
7 Conflict Resolution:
8 Integrity and Professionalism:
9 Basic Report Writing:
10 Teamwork:
Languages
English
Professional Working
Malay
Full Professional
Telugu
Professional Working
Tamil
Professional Working
Additional Information
1. Moana Gray (Supervisor)
mouna.gray@pta.wa.gov.au
0466192339
2. Lew Nunn (Supervisor)
Mr-nunn@hotmail.com
0419719930
Timeline
Revenue Protection Officer
MSS Security
10.2022 - Current
No Degree - Security Operation
Integrated Training
No Degree - Business
South Metropolitan TAFE
No Degree - Business Administration
South Metropolitan TAFE
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