Experience

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  MTR Corporation (Crossrail) Limited

  • United Kingdom
  • Transportation/Trucking/Railroad
  • 100 - 200 Employee

  • customer Experience Delivery Manager

    • Sep 2018 - Present

    • Responsible for managing the delivery of customer information real time and ensuring Customer Information team delivers a high standard of customer information.• Qualified assessor overseeing Customer Information team assessment and management of Information systems.

  • Customer Experience Controller

    • 2017 - Sep 2018

    I am proud to be working with a caring and professional employer with first class values and excellence in customer service at the heart of the business.

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  Greater Anglia Railway

  • Information Manager

    • Jun 2002 - Jan 2017

• 

  Greater Anglia Railways

  • London, United Kingdom

  • Information Manager

    • Jun 2002 - Jan 2017
    • London, United Kingdom

    Information Manager, Greater Anglia, East Anglia House, Anglia Integrated Control Centre (AICC)To manage the information output from control on the real time performance of the railway to ensure the correct level of response for staff to disruption and to ensure that all relevant parties understand train running information.In depth knowledge of the PIDD process (Passenger Information During Disruption) and railway information systems that are used to deliver this on a real-time basis at a practical level.Responsible for holding regular dialogue with internal and external stakeholders such as National Rail Enquiries, Nexus Alpha and Pageone Communications to ensure efficient delivery of industry standards.Monitor train service operational performance to ensure compliance with contractual obligations and take corrective action where necessary.Responsible for written, oral and electronic communication of concise and accurate service performance information to customers and management staff.Devise and implement contingency plans in order to minimise disruptions to train services and the customer including arranging and coordinating replacement transport services for customers.Maintain records of service failures and investigate causation

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  Sun Life Financial of Canada (UK)

  • Financial Consultant

    • Jun 1999 - Sep 2001

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  British Rail

  • Management

    • Jun 1988 - Feb 1999