Somaaya Shaikh
Customer Information Controller at Great Western Railway (GWR)- Claim this Profile
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English Native or bilingual proficiency
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Urdu Limited working proficiency
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Gujarati Native or bilingual proficiency
Topline Score
Bio
Thomas Bull
Somaaya is a friendly and efficient colleague from a sister transport company who provide rail replacement transport for First Great Western customers, often at very short notice. Somaaya liaises with national bus operators on our behalf and has worked hard on numerous occasions to give us some alternative to move our customers, who are often stranded or in difficult circumstances due to severe disruption on the rail network. She is a pleasure to deal with and remains remarkably phlegmatic and focussed although placed under great pressure. When Somaaya is working I have full confidence in the ability of First Rail Support to deliver the alternatives FGW need.
Thomas Bull
Somaaya is a friendly and efficient colleague from a sister transport company who provide rail replacement transport for First Great Western customers, often at very short notice. Somaaya liaises with national bus operators on our behalf and has worked hard on numerous occasions to give us some alternative to move our customers, who are often stranded or in difficult circumstances due to severe disruption on the rail network. She is a pleasure to deal with and remains remarkably phlegmatic and focussed although placed under great pressure. When Somaaya is working I have full confidence in the ability of First Rail Support to deliver the alternatives FGW need.
Thomas Bull
Somaaya is a friendly and efficient colleague from a sister transport company who provide rail replacement transport for First Great Western customers, often at very short notice. Somaaya liaises with national bus operators on our behalf and has worked hard on numerous occasions to give us some alternative to move our customers, who are often stranded or in difficult circumstances due to severe disruption on the rail network. She is a pleasure to deal with and remains remarkably phlegmatic and focussed although placed under great pressure. When Somaaya is working I have full confidence in the ability of First Rail Support to deliver the alternatives FGW need.
Thomas Bull
Somaaya is a friendly and efficient colleague from a sister transport company who provide rail replacement transport for First Great Western customers, often at very short notice. Somaaya liaises with national bus operators on our behalf and has worked hard on numerous occasions to give us some alternative to move our customers, who are often stranded or in difficult circumstances due to severe disruption on the rail network. She is a pleasure to deal with and remains remarkably phlegmatic and focussed although placed under great pressure. When Somaaya is working I have full confidence in the ability of First Rail Support to deliver the alternatives FGW need.
Experience
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Great Western Railway (GWR)
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United Kingdom
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Rail Transportation
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700 & Above Employee
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Customer Information Controller
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Feb 2019 - Present
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Gateline Assistant
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May 2018 - Feb 2019
• Delivering a high level of service to customers• Assisting in the day to day operation of the automatic ticket barriers• Ensuring customer security and responding to customer enquiries• Inspecting and issuing tickets• Addressing customer needs in times of service disruption• Ensuring the professional appearance of the gateline area by clearing rubbish and making sure customer walkways are unobstructed
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FirstGroup plc
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United Kingdom
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Truck Transportation
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700 & Above Employee
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Transport Controller
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Aug 2011 - May 2018
•Manage the shift on duty by monitoring workflow and ensuring tasks are allocated to controllers on a priority basis •Ensure all services are being monitored and tracked accurately in GTI by all controllers on duty •Ensure all vehicles are procured by controllers within the agreed FRS pricing structure •Ensure controllers work closely with TOC control offices and suppliers by communicating with them on a regular basis •Use all available applications & data to monitor team performance, inc phone log data and GTI •Ensure all correct control team policies and procedures are adhered to at all times •Ensure that contractual obligations are met in all aspects of control service delivery •Compile all relevant data for reports to ensure the KPIs are recorded for each train operating company and airlines •Proactively deal with complaints raised by TOCs, customers, operator companies or passengers through a system of logging, carrying out full investigations and responding to all relevant parties in order to achieve a satisfactory and timely solution •Line managements of allocated controller through support and coaching •Recording and monitoring all absences and reporting any excesses to the internal operations and compliance manager •Ensure that all new controllers are inducted and trained in accordance with control team requirements & procedures. Regularly monitor & review training and probation periods ensuring that training needs are responded to accurately and promptly •Manage individual performance and conduct issues with guidance and support from the internal operations and compliance manager or HR •Contribute to the recruitment for new controllers •Work closely with other FRS departments such as Diagramming, Finance, Resource Planning & operations managers to ensure smooth & efficient provision of services •Work with the internal operations and compliance manager to continually improve and develop control processes and service delivery Show less
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Community
