Experience

Hull Trains

• United Kingdom
• Rail Transportation
• 1 - 100 Employee

• On Board Host

  • Sep 2018 - Present

  During my employment within Hull Trains I have learned many skills within a customer service based role, these being how to build rapport with customers and how to use my transferrable skills to diffuse or help situations. Upon starting Hull Trains, I had to undergo a Food Safety Level 2 course to show my competencies with food handling legislations in the workplace. I was initially mentored by another member of the team to learn the role of a On Board Hospitality member. Being in a front facing customer service role I represent Hull Trains and am often faced with challenges to ensure the customer receives the service that they have paid for and beyond if possible. I have dealt with frustrated, angry and upset passengers due to multiple train cancellations. In each situation I have taken it upon myself to go above and beyond for customers, in order to give them all the information they need and to be able to offer my support to vulnerable passengers to get to their end destination as quickly and safely as possible.Within this job role I ensure that I follow health and safety regulations during my shifts, particularly in areas such as using the ramp correctly to help less abled individuals on and off of the trains or to load and unload stock on or off the train. Health and safety is paramount to the customers that travel on the train as well as to myself and my team.



TransPennine Express

• United Kingdom
• Transportation/Trucking/Railroad
• 300 - 400 Employee

• Customer Experience Apprentice

  • Oct 2017 - Sep 2018

  I started my journey with Transpennine Express unbeknown to me that I would fall in love with the railway and the staff and customers that come with it. My first challenge working for Transpennine Express was learning about all different ticket types within the booking office at Hull station and also what I was and was not allowed to sell at different parts of the day. I picked this up very quickly as I am a hands-on learner. It was at this point I realised I wanted a customer facing job role as an oppose to an office based one. Making customers days and resolving their problems is something that I always strive for whilst at work.My second challenge was working the platforms, by this I mean being around to offer general assistance and also to help booked assistance passengers onto their correct trains. Whilst helping out on the platforms I have covered shifts when other staff have called in sick and also helped out by working longer with little notice. I am also not a novice when it comes to passenger disruption, I had been working on the platforms over the Christmas period when obviously things were a little rough with Hull Trains (yourselves.) I had to deal with everything from unhappy customers to aggressive customers and the very calm customers, this is something I enjoyed doing. Being there customer facing and of assistance makes me feel very happy that I could be there for someone who might not have anyone, even if it is for a chat with them about their day.My most recent venture with Transpennine Express is working on the Revenue Protection Team. This is where I love being, on train, customer facing, making peoples day and giving service with a smile. On board service is something I have always loved as I believe if someone has bought a ticket they deserve a good onboard quality of service and I believe that the harder I work the better they will think of the company.



Wescot Credit Services Limited

• United Kingdom
• Financial Services
• 300 - 400 Employee

• Collections Agent

  • Aug 2017 - Sep 2017

  Within my short time at Wescot I gained many communication skills, the main one being the building of rapport with customers. My job role was to ensure payment plans were set up to pay back the outstanding balance owed while not causing any detriment to the individual. I worked within a small team and we all went to each other for help if stuck.My training was very intense as I had to comply with the Data Protection Act (Soon to be changing to GDPR) at all times whilst dealing with customers. My work here was only for a short period as I was waiting and hoping for an apprenticeship offer at Transpennine Express which I was successful in gaining hence my end date being so soon after my start date.



Gravity

• United Kingdom
• Entertainment Providers
• 100 - 200 Employee

• Bounce Crew

  • Dec 2016 - Aug 2017