Athira Balaji
(W) athira.balaji@metrotrains.com.au
Summary
Dedicated and safety-focused Station Assistant with experience supporting the safe and efficient operation of Metro Trains Melbourne stations. Skilled in delivering high-quality customer service, passenger assistance, incident response, and service disruption management in fast-paced environments. Experienced in managing passenger enquiries, hazard reporting, emergency procedures, and safety-critical communication while maintaining strong operational and safety compliance standards. Recognised for strong situational awareness, problem-solving, and leadership skills developed through supervisory customer service roles, with a focus on teamwork and maintaining a positive safety culture.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Station Assistant
Metro Trains Melbourne
Town Hall Station, Australia
06.2025 - Current
- Delivered exceptional customer service by responding to passenger enquiries, complaints, ticketing enquiries, and service disruptions in a professional and timely manner.
- Provided accurate travel information, accessibility assistance, and support for passengers with special requirements, while managing lost property enquiries and customer concerns.
- Supported operational readiness through station opening and closing procedures, platform operations, and monitoring PIDS and other Metro travel and disruption applications.
- Conducted daily station checks, station inspections, platform and safety checks, identifying and reporting hazards, faults, maintenance issues, and safety risks.
- Maintained safety, security, and compliance standards for passengers, staff, contractors, and visitors within a busy operational environment, while managing contractor and visitor sign-in/sign-out processes in accordance with station procedures.
- Responded to operational incidents and supported emergency response activities, station evacuations, incident management procedures, and coordination with emergency services.
- Assisted with crowd management and passenger flow during peak periods, planned and unplanned occupations, major events, and service disruptions.
- Maintained effective safety-critical communications with the Control Room and station staff using radio communication systems.
- Prepared incident reports and escalated operational, safety, and customer service issues to the Station Master in accordance with Metro procedures.
- Performed Station Officer duties across Station Officer, Roving, and Booking Office shifts, demonstrating flexibility, operational readiness, and competence in all station functions.
- Managed contractor and visitor sign-in/sign-out processes
- Mentored and supported new team members while promoting a positive safety culture, teamwork, and operational excellence.
Associate Store Leader (ASL)
7- Eleven
Melbourne, Australia
08.2024 - 10.2025
- Managed daily store operations, including opening and closing procedures, to maintain seamless business flow.
- Facilitated staff meetings to communicate targets, share updates, and encourage open feedback.
- Supervised inventory control, conducted stock checks, and ordered supplies to prevent stock shortages.
- Labelled goods clearly and accurately in line with Trading Standards laws. Kept the sales floor organized and stocked.
- Trained new employees on store policies, product knowledge, and customer service excellence.
- Analysed sales data to identify trends, adjust strategies, and maximize profitability.
- Delivered exceptional customer service, resolving complaints efficiently to maintain high satisfaction levels.
- Managed payroll, scheduled shifts, and allocated resources effectively to meet operational needs.
Retail Sales Associate
7-Eleven
Melbourne
09.2023 - 08.2024
- Monitored sales floor and merchandise displays, restocking and reorganizing as needed.
- Conducted product knowledge training for new hires to ensure quality customer service.
- Organized merchandise by clearly labelling items and arranging them by size or color.
- Assisted customers by answering questions, locating items, and promoting featured products.
- Provided exceptional service during peak times, handling transactions accurately at POS terminals.
- Balanced cash drawers efficiently to maintain accuracy in daily operations.
Education
Master of Arts - Sociology
University of Calicut
Kerala07-2021
Bachelor of Arts - Economics
University of Calicut
Kerala06-2019
Skills
- Station Operations & Operational Readiness
- Passenger Assistance & Customer Service Excellence
- Passenger Enquiries, Complaints Resolution
- Accessibility Assistance
- Safety Compliance & Hazard Identification
- Incident Reporting & Emergency Response
- Crowd Management & Passenger Flow Control
- Service Disruption Management
- Safety-Critical Communication
- Communication Coordination
- Conflict Resolution & De-escalation
- Leadership, Mentoring & Team Support
- Problem Solving in High-Pressure Environments
Certification
- Station Officer - PSD Training Completed
- MTP Station Staff Training
- Completed online training in customer segmentation
- Food safety certificate in retail environment
- Victoria Fire safety training
Accomplishments
- Won Bronze medal in Senior National Sepak Takraw (leg volleyball)
- State player in football team and Sepak Takraw
Hobbies and Interests
- Football
- Sepak Takraw (Leg volleyball)
- Travelling
- Fitness and Health
- Team Sports and Leadership Activities
Languages
Malayalam
First Language
English
Proficient
C2
Tamil
Advanced
C1
Timeline
Station Assistant
Metro Trains Melbourne
06.2025 - Current
Associate Store Leader (ASL)
7- Eleven
08.2024 - 10.2025
Retail Sales Associate
7-Eleven
09.2023 - 08.2024
Master of Arts - Sociology
University of Calicut
Bachelor of Arts - Economics
University of Calicut