Von Real Miranda
Jordan Springs,NSW
Summary
I am a highly motivated and ambitious individual with a mature and responsible approach to tasks. I possess a unique ability to quickly acquire and apply new skills efficiently, coupled with a creative and adaptable nature. Eager to channel my passion in the dynamic fields of transport, education, finance, and government, I aim to collaborate with others for professional excellence, particularly in innovative digital branding. My work is marked by pride, effective communication across diverse backgrounds, and a proven ability to foster team growth and performance, creating environments where team members are inspired to excel.
Overview
15
15
years of professional experience
Work History
Customer Journey Coordinator – Trains
MTS
12.2023 - Current
- Demonstrating an exceptional grasp of fully automated rail operation fundamentals, including the capability to operate manually under various scenarios following strict guidelines
- Consistently adhering to and applying relevant Rail Safety Rules to ensure a secure operating environment
- Possessing an extensive understanding of our network and comprehensive route knowledge
- Collaborating with station staff to efficiently manage and direct customers during boarding and alighting, minimizing disruptions to the network
- Enhancing team performance through fostering supportive professional relationships and sharing knowledge via coaching and mentoring
- Effectively liaising with station staff and the Operations Control Center (OCC) while strictly adhering to communication guidelines
- Prioritizing the maintenance of a clean and safe train environment to elevate the overall customer experience
- Maintaining a state of readiness to respond promptly and effectively to any network, safety, or emergency scenarios
- Demonstrating the ability to promptly report and document train faults, hazards, and accidents in accordance with established procedures.
Customer Journey Coordinator – Stations
MTS
07.2023 - 11.2023
- Demonstrate in-depth knowledge of the facade, ensuring safe manual operation under various scenarios
- Deliver exceptional customer service, encompassing our services, network details, Opal ticket assistance, lost property handling, network expansion updates, and information about surrounding attractions
- Efficiently manage and direct customers during boarding and alighting, minimizing disruptions to the network
- Liaise effectively with station staff, contractors, and the Operations Control Center (OCC) while strictly adhering to communication guidelines
- Prioritize the upkeep of a clean and safe station environment to enhance the overall customer experience
- Maintain readiness to respond swiftly and effectively to any network, safety, or emergency scenarios
- Demonstrate the ability to promptly report and document station faults, hazards, and accidents in accordance with established procedures.
Casino Gaming Supervisor
The Star
01.2010 - 06.2023
- Delivering guests a top-tier entertainment experience
- Investigating customer service queries and concerns with diplomacy, tact, and adherence to established Standard Operating Procedures, including appropriate escalation when necessary
- Ensuring continuous compliance with regulations and obligations set by our licensing body, promptly reporting breaches and violations to surveillance and management
- Guaranteeing that all team members adhere to applications, policies, and Standard Operating Procedures established by the company
- Adhering strictly to Workplace Health and Safety Guidelines
- Supervising to maintain a high level of security and responding effectively to any concerns
- Overseeing gaming tables to ensure dealers fulfill all duties, while providing motivation, mentorship, and coaching as needed to uphold a high standard for guests
- Organizing, conducting, and documenting meetings with individual team members to offer feedback on their performance and create pathways for career advancement
- Supporting team members' career development and effectively communicating all relevant information to team leaders
- Demonstrating high interpersonal and communication skills.
APS Service Delivery Officer
Australian Taxation Office
04.2020 - 10.2020
- Professionally greeting clients over the phone in adherence to corporate policies
- Ensuring security and confidentiality requirements are met before discussing sensitive information
- Providing high-level customer service to secure the best outcome for clients, employing clear and appropriate communication tailored to each situation
- Promptly and accurately actioning work according to established procedures and within relevant time frames.
Student Teacher
University of Sydney
01.2009 - 01.2014
- Proficient in crafting creative lessons using visual and oral methods to effectively educate students
- Adept at managing student welfare, ensuring a supportive and conducive learning environment
- Collaborative approach, capable of working with teachers from different schools to plan and execute sports carnivals
- Skillful in overseeing and managing student educational portfolios
- Committed to guiding students towards a brighter future through personalized support
- Experienced in effectively managing and supporting students dealing with emotional and mental issues, adhering to school guidelines
- Skilled in communication with parents, addressing inquiries and concerns regarding their children's education and welfare.
Education
Bachelor of Education (Human Movement) -
University of Sydney
Skills
- Extensive experience delivering high-level customer service
- Proven ability to multitask while remaining attentive to customers and adaptable to the dynamic needs of the business
- Proficient in working collaboratively within a team and independently
- Cross-cultural competence
- Highly reliable, motivated, and hardworking
- Articulate communicator with an appreciation for various communication styles necessary when interacting with team members or customers
- Expertise in utilizing all Microsoft Office applications for effectively conveying company goals to staff members, and presenting investment objectives to investors
References
SCOTT KITTO
Metro Trains Sydney
Customer Operations Lead
Contact: 0497 914 775
Email: Scott.kitto@Metrotrains-sydney.com.au
JOVANNI BAUTISTA
Metro Trains Sydney
Customer Operations Lead
Contact: 0429 083 807
Email: Jovanni.bautista@metrotrains-sydney.com.au
Timeline
Customer Journey Coordinator – Trains
MTS
12.2023 - Current
Customer Journey Coordinator – Stations
MTS
07.2023 - 11.2023
APS Service Delivery Officer
Australian Taxation Office
04.2020 - 10.2020
Casino Gaming Supervisor
The Star
01.2010 - 06.2023
Student Teacher
University of Sydney
01.2009 - 01.2014
Bachelor of Education (Human Movement) -
University of Sydney
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