• Anne-Marie R
  • Last/current workplace: Rail Corporation NSW, Countrylink Division | Newcastle, NSW - Most recent.
  • 64 years old from Newcastle, NSW


With my extensive call centre experience of eight years I am sure I will bring to your company my bright and bubbly disposition, my ability to complete all tasks in a professional and timely manner. I take pride in delivering excellent customer service and understanding, meeting and exceeding the customer's needs. I am a positive and competitive (in a fun way) team member, work is to be enjoyed whilst we keep updated and informed of daily changes in the work place. I took voluntary redundancy from my previous Government position and am now very keen to commence my new career path. I look forward to hearing from you in relation to this position. Regards Anne-Marie Russell

Employment History

  • Rail Corporation NSW, Countrylink Division | Newcastle, NSW - Most recent.

    Reservations Sales Agent March 2005 - October 2012 Rail Corporation NSW, Countrylink Division | Newcastle, NSW My position as a Reservation Sales Agent held for almost eight years was with a fabulous front line team of Customer Service operators requiring sound analytical decision making & problem solving skills, Extensive navigational skills using CRS and Travellink Reservation systems, Meeting and exceeding required KPI's eg: CHT, Sales, adherence to Schedule and Business Rules, Customer conflict resolution, Building rapport with my customer and identifying their needs, and a pleasant professional phone manner. I really get a kick out of “Making my customers day”. Commercial Contract Cleaning Manager March 1994 - February 2005 Self Employed | Newcastle, NSW Temp Customer Service Officer August 2004 - November 2004 Telstra Corporation Limited | Newcastle, NSW Working in the Service difficulties and faults department to identify and rectify problems or make the decision to allocate an appointment for a technical officer to attend premises. Temp Customer Service Representative May 2004 - July 2004 Centrelink | Gosford, NSW Implementation of the first Baby Bonus payment system, answering customer enquiries and updating existing customer details. Dealing with a broad range of enquiries such as reporting income, requesting loan advancement entitlements and responding to Quality Control. Temp Customer Service Representative August 2003 - November 2003 Red Cross Blood Services | Newcastle, NSW Inbound and outbound call centre booking appointments for blood and bone marrow donations. Earthquake Claims Dept.. January 1990 - March 1994 NRMA | Newcastle, NSW Insurance Receiving claims & Builders quotes, processing in computer system, authorising payment to Assessors and booking appointments. This was a highly stressful time during the Newcastle Earthquake, some people without homes or water & electricity. Empathy & accuracy of information was essential. Data entry, telephone skills, time management, Creating and updating customer files. Invoicing.


  • Phone System
  • Diary Management
  • Inbound Call Centre
  • Microsoft Office
  • Data Entry
  • Travel Agent
  • Touch Typing
  • Microsoft Access
  • Reservations
  • File Management
  • Driver
  • Accounting
  • Travel Experience


  • IATA Fares & Ticketing Certificate
  • Certificate in Bookkeeping

Personality Type

The Guardians