A O
London
Summary
Dedicated professional with expertise in Customer Service, Incident Response, and Crisis Management. Demonstrates strong team collaboration and independent work ethic while ensuring adherence to regulations and quality assurance methods. Proven ability to liaise with multiple agencies and communicate effectively with stakeholders, enhancing Emergency Services reliability. Committed to maintaining deadline adherence and delivering clear, concise communication in high-pressurised environments.
Overview
26
26
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work history
Incident Response Coordinator
Go-Ahead London
London, City of London
2025.07 - 2026.03
- Assisted in coordinating incidents involving Go-Ahead London buses across eighteen garages.
- Supervised drivers and supported timely responses to incidents.
- Established facts by contacting involved drivers and checking wellbeing after incidents.
- Raised incident alerts within company timeframes and kept senior management informed of developments.
- Categorised incidents based on severity levels ensuring accurate classifications between levels 1 and 3. Level 3 is the most severe, where there is a potential for death or life-threatening/altering injuries to a person.
- Liaised with various departments, including engineers, senior managers, accident prevention managers, SCC, and other bodies to assist in coordinating incident responses. SCC are contacted when a driver has hit street furnishings, e.g bus stop stand, tree, scaffolding and so forth. They in turn will send a NTC officer to the scene to determine if there is a risk posed to the general public.
- Collaborated across departments for strategic planning purposes.
- Attended accident scenes when necessary and engaged with police and emergency services professionally.
- Compiled detailed reports based on gathered information for management and stakeholders and other relevant bodies.
- Conducted post-incident procedures including drug and alcohol tests while documenting results appropriately and escalating findings if needs be.
- Updated team members on daily events and provided follow-up information on handover documents.
Emergency Call Handler
London Ambulance Services
London
2023.07 - 2025.07
- Handled emergency calls as initial contact point with calmness and professionalism.
- Demonstrated empathy, compassion, emotional resilience and respect to handle high volume of emergency calls while assessing situations for rapid response and timely dispatch.
- Managed distressing scenarios effectively to ensure operational efficiency.
- Coordinated effectively with ambulance crews for swift response.
- Processed large volumes of calls daily whilst maintaining composure and professionalism.
- Liaised with other agencies smoothly to guarantee full support.
- Recorded data for computer-aided dispatch system with accuracy and precision.
- Supported callers through trauma, including accidents and death.
- Provided pre-arrival instructions, such as CPR and airway management procedures, to prepare callers for targeted and effective medical assistance.
- Signposted callers to appropriate care pathways to reduce pressures on emergency services e.g., directing to 111 non emergency or GP services.
Customer Service Advisor/Gateline
Southeastern Railway
London
2022.10 - 2023.07
- Executed responsibilities of ticket verification and information dissemination while proactively advising passengers to utilise the wide gate to prevent incidents with Gateline barriers.
- Improved customer satisfaction by promptly addressing queries and complaints.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Investigated customer issues to find acceptable conclusion and prevent recurrence.
- Adhered strictly to policies and procedures for continued company compliance.
- Offered prompt solutions to maintain customer satisfaction.
Passenger Host
Southeastern Railway
London
2019.07 - 2022.10
- Assisted passengers at Ebbsfleet International and Stratford International stations.
- Supported various roles including Gateline, ticket office, and (IC) in charge of the team for the day.
- Facilitated smooth operations by managing assisted travel, ensuring ticket vending machines were operational, and covering staff breaks.
- Addressed passenger queries and issues effectively.
- Reported faults with equipment to relevant departments such as retail systems support and Fujitsu.
- Completed necessary paperwork including survey forms and incident logs at the end of shifts.
- Managed conflict resolution to maintain a positive atmosphere.
Information Assistant
Southeastern Railway
London
2021.10 - 2022.04
- Provided support to controllers in control room at London Bridge Station.
- Facilitated timely dissemination of information regarding train schedules and service updates.
- Coordinated with platform staff to ensure effective assistance for passengers requiring support.
- Responded to phone inquiries, relaying essential information to relevant parties.
- Maintained accurate log books to ensure clear records of daily operations.
- Supported team by demonstrating respect and willingness to help.
- Making public service announcements such as platform alterations, arrivals, delays etc through the tannoy system, ensuring I spoke in a clear and concise manner.
General Purpose relief - Grade 2
Southeastern Railway
London
2017.12 - 2019.07
- Assisted platform staff in daily operations at London Bridge and Cannon Street stations.
- Supported Gateline security by ensuring passengers had valid tickets and provided travel information.
- Facilitated safe train dispatch as a person in charge of dispatch on several occasions.
- Helped passengers with inquiries regarding train schedules and journey details.
- Ensured safe operation of Gateline to prevent accidents and advised on using wide gates.
Administrative Officer
London Passport Office
London
2000.03 - 2017.11
- Assisted in processing British passport applications.
- Prioritised and issued passports to eligible applicants.
- Addressed discrepancies and requested supporting documents.
- Coordinated with government bodies to confirm applicant status.
- Verified applicant's identity through stringent checks, reducing chances of identity thefts or frauds.
- Worked in a high-pressure environment to meet strict deadlines.
- Adhered strictly to data protection regulations when handling personal information.
- Showed intercultural awareness when conversing with people from different backgrounds and nationalities.
- Coached new starters.
Education
A Level - Law
Brixton College
1990.09 - 1991.07
GCSEs - Law, English Language, History, Community Politics
Brixton College
LondonSkills
- Customer service expertise
- Incident response
- Crisis management
- Team collaboration
- Adherence to regulations
- Clear and concise communication
- Team player
- Independent work ethic
- Quality assurance methods
- Deadline adherence
- Stakeholder communication
- Liaise with multiple agencies
- Emergency services
- Reliable
Certification
- TESOL and TEFL certificates
- Ticket Office Licence
- Gate-line Licence
- Dispatch Licence
- (MPDS) Medical Priority Dispatch system
August 2023 to Present
This certificate is used in a number of different countries by Emergency Call Handlers and is a recognised certificate worldwide.
It entails set medical questions to be followed in order to diagnose a callers symptoms and the ability to be able to make a decision on the appropriate category of call received and the appropriate advise to be given etc...
Timeline
Incident Response Coordinator
Go-Ahead London
2025.07 - 2026.03
Emergency Call Handler
London Ambulance Services
2023.07 - 2025.07
Customer Service Advisor/Gateline
Southeastern Railway
2022.10 - 2023.07
Information Assistant
Southeastern Railway
2021.10 - 2022.04
Passenger Host
Southeastern Railway
2019.07 - 2022.10
General Purpose relief - Grade 2
Southeastern Railway
2017.12 - 2019.07
Administrative Officer
London Passport Office
2000.03 - 2017.11
A Level - Law
Brixton College
1990.09 - 1991.07
GCSEs - Law, English Language, History, Community Politics
Brixton College