Summary
Overview
Work history
Education
Skills
Personal Information
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Timeline
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Andrew Bell

Liverpool,Merseyside

Summary

Highly skilled professional with extensive expertise in customer service, communication, and time management. Demonstrates strong leadership and team coordination abilities, ensuring efficient station operations and adherence to railway safety protocols. Proficient in train scheduling, platform safety, and emergency procedures compliance. Adept at resolving passenger complaints and providing first aid when necessary. Holds a full clean UK driving license and possesses advanced computing skills. Committed to maintaining high standards of health and safety compliance while fostering a positive customer service environment. Career goal: To leverage extensive skills in a challenging role within the railway industry, contributing to operational excellence and passenger satisfaction.

Offering strong commitment to customer service and safety in fast-paced environments. Knowledgeable about communication, teamwork, and problem-solving from previous roles in retail and hospitality. Ready to use and develop organisational, multitasking, and interpersonal skills.

Overview

22
22
years of professional experience
6
6
years of post-secondary education

Work history

Station assistant

Merseyrail
Liverpool , Merseyside
04.2024 - Current
  • Ensured customer satisfaction by providing detailed travel information.
  • Managed ticket sales for smooth flow of passengers.
  • Dealt with passenger enquiries promptly, increasing overall satisfaction rates.
  • Performed daily checks on ticketing equipment, ensuring optimal performance.
  • Assisted in emergency situations calmly, prioritising passenger safety.
  • Operated ticket machines to facilitate quick transactions for customers.
  • Handled lost property cases efficiently to return items to rightful owners.
  • Resolved customer complaints, enhancing company reputation.
  • Assisted elderly passengers, improving their travel experience.
  • Delivered public announcements clearly, keeping passengers informed about delays or changes in service.
  • Implemented crowd control measures during peak hours, maintaining order and safety in the station area.
  • Maintained safety standards to prevent accidents.
  • Took action to assist in event of emergencies or accidents.
  • Provided information about stops and connections to help passengers meet transport needs.
  • Delivered top-quality customer service to public transport passengers.
  • Responded to passenger requests and complaints and fostered resolution.
  • Assisted passengers with seating locations and luggage storage.
  • Identified passenger needs and assisted with processing ticket changes or transfers.
  • Conducted regular platform checks for potential hazards or obstructions.
  • Collaborated closely with other station staff to ensure a high standard of service delivery.
  • Provided first-aid assistance when needed, ensuring passenger welfare.

Team Leader

Cineworld Speke
Liverpool, UK
03.2013 - 03.2024


  • My role is managing the shift, responsible for up to 15 - 20 team members and ensuring the team deliver the highest quality of Customer service
  • Responsible for opening and closing the building
  • I have enhanced my interpersonal skills not only from customer service point of view but I have additional management responsibility
  • This has allowed me to demonstrate my leadership and motivational qualities whilst dealing with team members
  • The role also allows me to demonstrate the following competencies: Resilience, Problem solving, Operational organisation
  • I enjoy the customer service part of my role; I consider my greatest strength to be my interpersonal skills, particularly when dealing with customer service issues
  • Seeing problems through to a resolution and making improvements to customer service is the area I gain most job satisfaction from
  • I work well as part of a team
  • I'm always happy to assist my management team and have taken the lead in identifying and implementing improvements in a variety of areas such as IT development (which has introduced greater flexibility in roistering staff), stock control which has ensured we are efficient in the way we work and by motivating the team to ensure any changes in working practices are a joint team effort
  • As a Cinema Team leader my additional duties include building key holder shifts, management of the rota and allocation of duties for staff, responsibility for money control and cashing up, team member development, I am First aid trained and manage the retail of the cinema which involves conducting stock counts, placing orders, improving sales and waste/damaged items control
  • Developed strategies for improved performance level across the team.
  • Devised actionable plans towards achieving set business objectives within deadlines.
  • Resolved conflicts effectively, promoting harmony within the workforce.
  • Introduced innovative solutions which maximised output without compromising quality.
  • Encouraged open communication, fostering a positive work culture.
  • Improved customer satisfaction through close collaboration with the team.
  • Monitored daily operations whilst reducing operational cost significantly.
  • Conducted regular performance reviews to identify areas of improvement for each team member.
  • Coordinated daily tasks, ensuring smooth workflow within the team.
  • Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
  • Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
  • Coached team members through new or difficult workflows.
  • Delegated tasks to make best use of individuals' skills.
  • Supported team to overcome new challenges by forecasting knowledge and skills gaps.
  • Reported on team performance to higher leadership, proactively offering action for areas of improvement.
  • Trained staff to resolve complaints appropriately to maintain customer satisfaction.
  • Followed opening, closing and shift changeover procedures for seamless operations.
  • Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
  • Supported new hires through onboarding process for speedy and successful training.
  • Collaborated with colleagues from different backgrounds to tackle new challenges.
  • Promoted professionalism among staff to develop productive relationships.
  • Monitored health and safety measures for guaranteed compliance.

Sortation Operative

Amazon warehouse Haydock
Haydock
10.2020 - 05.2021
  • During the Covid-19 pandemic while on furlough from Cineworld I worked for Amazon as a Sortation Operative
  • My responsibility was to sort parcels into postcodes for delivery, it required me to work in a fast pace environment working to deadlines

Delivery Driver

Classic Drinks
, UK
01.2012 - 12.2012
  • I was a driver responsible for loading, unloading drink deliveries to pubs, hotels & restaurants
  • I would have to communicate with customer and use my customer service skill and take payments
  • I was responsible for my vehicle and to adhere to the health and safety regulation
  • I would have plan routes beforehand and preload my vehicle in order of delivery to ensure good time management as it was a very demanding role with many deliveries each day

Radio Operator/Engineer

British Army
, UK
01.2003 - 12.2012
  • I served in the Army from 2003 - 2012, I was a Radio Operator/Engineer in the Royal Corp of Signals
  • After completing Basic Training and spending a year at the Royal School of Signals (Blandford) training to become a Radio Operator/
  • My Duties here included building communication networks using HGV Vehicles, I worked on many training exercise's around Germany and Poland focusing on getting the unit operational ready for deployment to Afghanistan and Iraq
  • I also completed leadership courses working to become promoted to the rank of Lance Corporal
  • I was working with a small team delivering communication support
  • I worked with all types of communication systems including satellite communication, data communication & networks
  • I worked with all types of communication systems including satellite communication, data communication & networks
  • I worked in operations around Northern Ireland (2008) (2010) and in (2009) I was deployed to Afghanistan on Operation Herrick


  • My Duties Here included working in the training department and later on working in the Motor transport department

Education

G.C.S.E's - English, Science, Maths, I.T

Ysgol Aberconwy
01.1997 - 01.2003

NVQ Level 3 - Telecommunications

Army

Advanced Apprenticeship - Telecommunications

Army

NVQ Level 2 - Plant operations & Forklift

Army

NVQ Level 2 - Loss prevention

Army

Skills

  • Strong communication skills
  • Customer service skills
  • Time management
  • Team player
  • Critical thinking
  • Problem solving
  • Full clean UK driving license
  • Computing skills
  • Leadership skills
  • Developing professionalism
  • Following rules and guidelines
  • Health & Safety
  • Professional ethics
  • Railway safety protocols
  • Train scheduling knowledge
  • Station operations understanding
  • Lost-And-Found procedure expertise
  • Platform safety
  • Emergency procedures compliance
  • Station equipment maintenance
  • Train schedule adherence
  • Team co-ordination
  • Complaint resolution
  • Basic first aid
  • Safety awareness
  • Timetable management
  • Route knowledge
  • Passenger assistance
  • Communication proficiency
  • Time efficiency
  • Health and Safety Compliance
  • Customer Service
  • Cultural awareness
  • Public speaking
  • Conflict Resolution
  • Timekeeping
  • Passenger complaint management
  • Equipment safety checks
  • First Aid certification
  • Proactive approach
  • Professional demeanour
  • Safety protocols
  • Self-motivation
  • Proactive initiative
  • Customer service orientation
  • Positive attitude
  • Computer literacy

Personal Information

Date of birth: 09/18/86

Custom

References are available on request, or in writing to the above previous employers.

Timeline

Station assistant

Merseyrail
04.2024 - Current

Sortation Operative

Amazon warehouse Haydock
10.2020 - 05.2021

Team Leader

Cineworld Speke
03.2013 - 03.2024

Delivery Driver

Classic Drinks
01.2012 - 12.2012

Radio Operator/Engineer

British Army
01.2003 - 12.2012

G.C.S.E's - English, Science, Maths, I.T

Ysgol Aberconwy
01.1997 - 01.2003

Advanced Apprenticeship - Telecommunications

Army

NVQ Level 2 - Plant operations & Forklift

Army

NVQ Level 2 - Loss prevention

Army

NVQ Level 3 - Telecommunications

Army

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