Shayne O'Neill
Brisbane,QLD
Summary
With over 12 years of experience in local government, NFP sectors, and confidential business, eager to leverage extensive work skills and intuitive customer service abilities. Gained valuable knowledge and experience in administration, event and tour bookings, membership CRM data management, event delivery, and marketing within tourism, education, and construction industries. Seeking a role to make a significant impact on employer and their business. Approach work with a professional and enterprising attitude, and welcome opportunities for professional development.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Founder & CEO
BEDOUIN DREAMeSCAPE TOURISM MARKETING CONSULTANCY
2024.01 - Current
- Developed strong partnerships with other businesses to allow for collaboration and more significant opportunities for growth.
- Established a successful business by identifying market needs and developing innovative solutions.
- Delivered exceptional customer service by addressing client concerns promptly and effectively resolving issues.
- Led the strategic planning process to define business goals and ensure alignment across all departments.
Members & Marketing Assistant Officer
FAMILY PARKS Ltd - NFP
2023.10 - 2024.05
- Key Responsibilities: Travel Rewards: Answering email and phone enquiries from member parks and member guests, processing memberships, posting out membership kits, printing and posting membership cards and supervising the renewal process in partnership
- Communications & Newsletters: To produce and collate content for regular newsletters to both member parks and Travel Rewards members
- Office: Answering calls from members and prospective parks, guests, industry bodies and corporate partners
- Ensuring the office runs smoothly and all supply issues which rely on third parties to be resolved, e.g., IT or website failures are rectified in a timely professional manner with the service provider
- Personal Assistant to CEO: Diarising, scheduling appointments, screening phone calls, setting up meetings, arranging travel and deliveries, writing correspondence
- Web/Print Listing: Coordinating existing and new member park web and print listings and assisting with changes/additions
- Website Updates: Using WordPress to update aspects of the Family Parks website and post added content
- Brochure/Merchandise Ordering: Responsible for ensuring the mail houses and office have adequate stock levels of collateral and our merchandise supplier has adequate stocks of consumables and merchandise
- Events: Assist Chief Executive Officer and/or Business Development Manager to book and arrange state meetings, training workshops, caravan and camping shows and annual conferences
- Database Management: Managing Family Parks Travel Rewards and park membership CRM and ensuring information is up to date
- General Administration Duties: General duties as required including collecting mail, overseeing, ordering office supplies, merchandise and any other general duties required by the Chief Executive Officer
- General Marketing Duties: Assisting the Chief Executive Officer with basic graphic design and other marketing tasks
- GA4 and Monster Insights Analytics
Customer Service and Administration Officer
QANTAS FOUNDERS MUSEUM
2022.05 - 2023.07
- Role: Follow the directions of the People and Culture Manager, Customer Service Manager, General Manager (GM) and/or Chief Executive Officer (CEO)
- Position Key Responsibilities: Support the Museum’s business objectives and update the acting CEO and senior management on business activity
- Ensure a rigorous approach to required excellent customer service standards and promote this approach across the Museum
- Promote and maintain a positive organizational image and good community relations
- Follow the Code of Conduct
- Ability to lead and motivate a team
- Ability to cope under pressure and adapt to changes quickly
- Brainstorming and implementing event plans and concepts
- Analyzing feedback and report data to measure whether event goal was achieved
- Supervise front of house staff to ensure smooth day-to-day operations
- Maintain a positive, empathetic, and professional attitude toward customers
- Consulting with fellow CSM and/or Day Supervisor
- Collecting and analyzing customer feedback
- Completing daily Toolbox Talk with front of house staff including tour guides and kitchen employees
- Manage a team of customer service representatives including tour guides
- Attending to customer needs, for example, answering questions relating to products or services, processing transactions
- Acknowledging and resolving customer complaints
- Ensure customer satisfaction and provide professional customer support
- Undertake administrative tasks relating to the role and/or the Museum’s operational needs: Daily, group and function bookings
- Maintain appropriate records
- Monitor emails daily
- Filing and invoicing
- Daily reconciliation
- Daily/weekly banking, mail run and stock purchases.
Development Director
SOCIAL ENTERPRISE BUSINESS DEVELOPMENT - TOURISM, ACCOMMODATION & EVENTS
2021.11 - 2022.04
- Incorporating: UN Sustainable Goals and Dome Building Process
- Focus: Community inclusion and training; Unemployed and under employed men (tour operations, site management, supervision and training youth in trade environment); Women (home stay business guidance), Young women and Divorced women (vocational – hospitality, housekeeping and permaculture); and Youth employment and training (building dome design structures, on-site business and permaculture practices)
- Location: Jordan – Arid Desert Climate environment
Call Centre Operator - Department of Health and Human Services (DHHS)
VICTORIA STATE GOVERNMENT
2020.12 - 2021.04
- Role: To attend in a timely and responsive manner to the Inbound Hotline and attend to appointment setting & Outbound Campaigns in response to Covid19 Border Permits, Border Crossings, Quarantine, Mass Gatherings, and vaccination appointments
- Key Responsibilities: Confidently manage a diverse range of complex complaints and disputes through to resolution
- Confidently navigate specialized internet research skills
- Excellent written and verbal communication and strong interpersonal and negotiation skills
- Strong customer/stakeholders’ engagement and management skills
- Proven ability to multi-task and prioritise tasks
- High level attention to details and commitment to quality
- Internal communications accessed through SharePoint and Microsoft Teams
- External and Internal Communications through the contact center management system Genesys Cloud.
NBN Complex Customer Complaints Manager
TELSTRA CORPORATION LIMITED
2020.05 - 2020.11
- Role: To Case manage end-to-end resolution of escalated complaints (including escalations to manager or SME’s or other area as appropriate) with customers needing to be connected to the NBN - (Covid19 Response Unit)
- Key Responsibilities: Confidently manage a diverse range of complex complaints and disputes through to resolution
- Conduct root cause analysis on complaints to identify underlying issues/s
- Confidently navigate and source information from multiple internal systems and reference materials
- Analyze complaint data to identify continuous improvement actions and work with the business to implement these actions
- Build rapport and establish relationships with internal and external stakeholders using a collaborative manner to achieve desired results
- Excellent written and verbal communication and strong interpersonal and negotiation skills
- Strong customer/stakeholders’ engagement and management skills
- Proven ability to multi-task and prioritise tasks employing high level attention to details and commitment to quality and service
- Internal communications and processes were initially accessed through SharePoint, a web-based collaborative platform that integrates with Microsoft Office and then Panviva a Knowledge Management Solution
- The CRM and Appointment booking system accessed was initially the Siebel System and then Salesforce a cloud-based CRM system.
Subscription Ticketing Team Member and Donor Care
KIRRIBILLI ENSEMBLE THEATRE
2018.08 - 2019.02
- Key Responsibilities: Represent Ensemble Theatre as welcoming, accessible and friendly to existing, long-term patrons and potential customers, maintaining the highest level of customer service
- Clearly communicate performance and subscription information to customers over the telephone and in person, assisting in the booking of subscription packages
- Keep booking forms organized and accurately enter subscriber information into the daily log database
- Accurately operate the ENTA ticketing system to sell subscriptions
- Ensure correct pricing occurs for all transactions in accordance with Ensemble Theatre ticketing policies
- Process credit cards, EFTPOS, cheque, and cash transactions
- Update the patron database, ensuring that all subscriber information is accurately recorded
- Make reservations on behalf of Bailys Bistro in the process of booking subscriptions
- Accurately check and pack subscription tickets and prepare for mailing Conduct a subscriber ring-around as a reminder service and to collect information from non-renewing subscribers to assist with marketing and planning for future seasons.
Box Office Coordinator
REDLAND CITY COUNCIL
2011.09 - 2018.07
- Role: Oversee and maintain the Redland Performing Arts Centre Concert Hall and Reception Foyer and perform all Event Ticketing set-up and reporting and other incumbent duties
- Key Responsibilities: Oversee and Supervise Box office staff and the Ticketing Operations for the Redland Performing Arts Centre computerized ticketing system Enta
- Process ticket bookings, reservations, and ticket bookings
- Create New Seasons for ticketing
- Supervision and rostering of Box Office staff
- Ensure an efficient, professional and client-driven ticketing service provided for client benefit
- Ensure preparation and processing of daily and end of event ticketing reports
- Manage ticketing cash float and all ticket purchase monies, daily and weekly banking, receipting and reconciliation of ticket sales, (including customer purchases via EFTPOS credit card transaction), ensure daily and monthly and reconciliations of EFTPOS as required
- General Box Office routine clerical and Administration duties
- Consulting with key business associates
- All internal and external customers manage phone, season, and general inquiries
- Keep records, prepare event reconciliation, event calendars and other administrative tasks as directed
- Management of Monthly Event Schedules for RPAC management and staff, RCC Customer Service, Police Liaison Officers, and Security Officer to the Centre
- Management of many sensitive external clients including payment of services, co-ordination and organization of requests while maintaining a prominent level of sensitivity and empathy
- Attending regular management meetings and contributing ideas and expertise to discussions and agenda
- Patron data base management
- Ensure safe and efficient running and conduct of all ticketed events and performances
- Creating forms, work instructions, required documents and spread sheets
- Assist & consult with the Marketing Coordinator, Front of House Coordinator and Technical Manager leading up to, pre-show and post-show.
Group Bookings Administration & Retail Officer
BRISBANE CITY COUNCIL
2006.05 - 2011.07
- Role: Provide administrative support to the Curator and customer service to show attendees and retail customers
- Key Responsibilities: Manage simultaneous bookings to a diverse range of clients given the unique and unusual space of the Planetarium
- Provide support to visitors for outdoor events such as night sky tours, lunar eclipse, and other astronomical irregular events
- Ability to demonstrate an elevated level of customer & visitor service to a diverse range of people using strong interpersonal and verbal communication skills whilst interfacing with the public
- Accept and co-ordinate bookings for the Skydome (live and pre-recorded programs for general and educational purposes), and observatory sessions and function hire
- Manage receipting and invoicing to ensure that services are provided to public, private hirers, schools, education groups, community groups and a diverse range of other users as directed
- Provide financial administrative support to the Community & Education sectors
- Receive & respond to customer enquires face to face, over the phone, by email or fax
- Daily use of Point of Sale (POS) systems
- Facilitate the sale of admission passes and merchandise using accurate cash management techniques, using both manual and electronic EFT terminals and cash register & reconcile daily sales
- End of week bank reconciliation, record keeping & reports
- Maintain accurate written and electronic records
- Raise stock orders; receive, accept, and check stock on delivery; price, code, and display shop merchandise
- Work effectively within a small multi-functional team environment, aiding other team members and performing other duties as may be required
- Assist in the unpacking, cataloguing, and reporting of special exhibitions as required and maintain gallery and exhibition areas, monitoring visitors in public/display spaces in an unobtrusive manner
- Sound knowledge and demonstrated ability to implement the principles of workplace health and safety in day-to-day tasks specific to live performance, display & gallery venue
- Demonstrate the ability to work effectively as part of a team, working with minimal supervision in the achievement of high-level client service
- Assist with Functions, Special Events and Venue Hire as required.
Education
Diploma Of Tourism - Guiding
Queensland TAFE
Mt. Gravatt07.2015
Skills
- Relationship Building
- Social Media Marketing
- Customer Engagement
- Social Media Platforms
- Market Research
- Organization, prioritizing, and multi-tasking
- Marketing Strategies
- Marketing Plans
- Project Coordination
- Branding
- Competitor Analysis
- Flexible and Adaptable
- Digital Marketing
- Customer Service
- Event Coordination
- Content Creation
- Social Media Posts
- Administrative Support
- Business Communications
- Marketing campaigns
- Email Marketing
- Google Analytics
- Project Support
- Data Entry
- Calendar Management
- Event Planning
- Team leadership and supervision
- Analytics and SEO
Alignedbehaviors
I am aligned with expected corporate behaviors supporting business values such as Code of Conduct adherence; financial obligations; corporate governance, policy, and procedure; Risk Management and Compliance and Workplace Health and Safety. I hold a White Card in Construction (QLD). Working in city council environments, NFP Organisations and the private sector also provided me the knowledge of; venue operations, rules, regulations, finance, administration and reporting procedures; local government laws, framework, and principles.
Careernote
My Ex Partner was an owner and director for a Stonemasonry Company in Hendra Queensland for 10 years. I acted as the PA to both him and his partner as well as showroom attendant and receptionist. I have also project managed two major luxury private home builds. Therefore, I’m very familiar with the building industry in Australia. My personal enthusiasms are Interior Design, dome build designs using aircrete bricks for a camp project I’ve developed in the Jordan and using recycled plastic bricks to build portable dome style homes in the Levante for refugees and their growing families.
Education - Certificatecourses
- Cert IV Workplace Training & Assessment – Customer Service Assessment Project - at QLD TAFE
- Diploma Tourism (Tours & Events) at QLD TAFE
- Cert III Micro Business – Social Entrepreneurial Business Assessment Project - NSW TAFE
Proficiencyskills
Newbook CRM Member Management System, Enta (VivaTicket) and ProVenue Max Ticketing system season set-up, reporting and analysis., Enta (VivaTicket) and ProVenue Max Ticketing System Customer Relationship Management (CRM) system, ArtifaxEvent - Designed to manage venue hire, event planning, artistic and production schedules, education programs and tour scheduling., Campaign Monitor – Email Marketing Platform - to gain loyal customers., Squiz Matrix - A web CMS to create manage and publish content for digital marketers across our digital channels from one place., Monday.com – Project Management Software Cloud based., WordPress – Personal site is in progress., Microsoft Teams – Staying connected with your larger or immediate team for an unlimited number of free video calls, audio calls, or virtual meetings., Genesys – Provides users with improved call management, enhanced call routing capabilities to the right resources, and faster resolution of calls. Cloud based., Salesforce - Customer Relationship Management (CRM) system, Siebel - Customer Relationship Management (CRM) system and appointment setter, Panviva Omnichannel Knowledge Management Solution - Console Internal Business Management, Financial Analysis and Reporting for local government departments., Daily and weekly banking and corresponding reports, Raising of purchase requisitions (Planetarium), Purchasing and receipting of goods (Planetarium), Windows Operating system, Software skills: Microsoft Office Suite - Outlook, Word, Notebook and Excel., Verbal and written communication, Email communication., Structured approach to problem solving and researching., Dealing with confidential matters autonomously, Updating and maintaining customer data base and confidentiality, Process writing & department improvement., Administration and frontline service procedure writing, Web search and investigation, Motivated, driven and committed to learn., Positive and strong work ethic, Project and time management, Diligence and accuracy., Diligent and meticulous, Self-supervising and initiative-taking, Time Management and organized., Interpersonal abilities and relationship building, Professional, Initiative-taking, Open to constructive criticism, Leadership / Management skills, Collaborator, Self-confidant, Flexible and adaptable for different situations
Personaldevelopmentandinterests
As per attached document, Global Sisters – Micro Business Development, Profile Writing – with David Leser – Australia’s Writer’s Centre – Bring a person’s story to life. 3-hour tutorial, Good Hustle Social Enterprise and Crowd Funding Program with Start Some Good crowdfunding – 12-week program., Genius Womxn – Yulia Denisyuk - Storyteller’s in Action – Travel Journalism – 8-week program, Writer’s Ink - Memoir Writing – Alison Wearing – 12-week program., RIWAQ – Centre for Architectural Conservation and Rehabilitation – Paid Member, Genius Womxn – Travel Writer ‘s and Photographer’s – Paid Member, Memoir Writing – Personal Essay and Travel Experience, Storytelling – Indigenous Culture and Travel, Middle Eastern & Moorish Architecture Heritage and Design and Interior Design, Landscape Design, Permaculture, and Sustainable Gardening, Learning Arabic & Italian
Professional Development
Redland City Council - As per attached document, White Card in Construction (Brisbane City Council)
References
Upon request
Affiliations
Affiliate Partner and Marketing Manager for Amjad Jordan Tours, Jordan.
Certification
Digital Marketing & Digital Campaigns - RMIT Queensland.
Timeline
Founder & CEO
BEDOUIN DREAMeSCAPE TOURISM MARKETING CONSULTANCY
2024.01 - Current
Members & Marketing Assistant Officer
FAMILY PARKS Ltd - NFP
2023.10 - 2024.05
Customer Service and Administration Officer
QANTAS FOUNDERS MUSEUM
2022.05 - 2023.07
Development Director
SOCIAL ENTERPRISE BUSINESS DEVELOPMENT - TOURISM, ACCOMMODATION & EVENTS
2021.11 - 2022.04
Call Centre Operator - Department of Health and Human Services (DHHS)
VICTORIA STATE GOVERNMENT
2020.12 - 2021.04
NBN Complex Customer Complaints Manager
TELSTRA CORPORATION LIMITED
2020.05 - 2020.11
Subscription Ticketing Team Member and Donor Care
KIRRIBILLI ENSEMBLE THEATRE
2018.08 - 2019.02
Box Office Coordinator
REDLAND CITY COUNCIL
2011.09 - 2018.07
Group Bookings Administration & Retail Officer
BRISBANE CITY COUNCIL
2006.05 - 2011.07
Diploma Of Tourism - Guiding
Queensland TAFE
Digital Marketing & Digital Campaigns - RMIT Queensland.
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