Bethany Wood
Burntwood,Staffordshire
Summary
With 23 years of experience in the railway industry, extensive knowledge of the rail network, and a proven track record in a Train Operating Company, this profession excels in both team collaboration and leadership.
I can Demonstrate exceptional time management, organisational skills, and have the ability to remain calm under pressure.
Extensive use of Integrale, TRUST, Word, Excel, CCF & logs with a deep understanding of rail policies and procedures.
I'm experienced in a control centre environment and are committed to following regulations and operating procedures.
A great communicator at all levels with a flexible approach.
Overview
28
28
years of professional experience
5
5
years of post-secondary education
Work history
MMA Senior Route Controller
Cross Country Trains
Birmingham, West Midlands
01.2010 - Current
- Looking after the trains service on the Midlands, Manchester and Anglia routes including Birmingham to Nottingham and Birmingham to Derby.
- Being proactive in the safe running of the train service including monitoring regulation and train crew welfare.
- Communicating and forming relationships with various groups of people on the railway including Network Rail, Stations and Train Crew.
- Prioritising both customer and staff safety in developing situations.
- Delivering a top quality customer service experience on board or services.
- Working as a Team within the Control environment liaising with my other fellow Route Controllers and being proactive in every situation when faced with various decision making.
- Working with various IT systems including Word, Excel, Integrale, TRUST, CCF, Company log.
- Allocating Stock resources paying close attention to exam sets and fuel issues.
- Planning exams for stock days ahead.
- Keeping desk handovers up to date.
SNES Route Controller
Cross Country Trains
Birmingham, West Midlands
01.2007 - 01.2010
- Looking after the trains service on between Chesterfield and Aberdeen.
- Being proactive in the safe running of the train service including monitoring regulation and train crew welfare.
- Communicating and forming relationships with various groups of people on the railway including Network Rail, Stations and Train Crew.
- Prioritising both customer and staff safety in developing situations.
- Delivering a top quality customer service experience on board or services.
- Working as a Team within the Control environment liaising with my other fellow Route Controllers and being proactive in every situation when faced with various decision making.
- Working with various IT systems including Word, Excel, Integrale, TRUST, CCF, Company log.
- Allocating Stock resources paying close attention to exam sets and fuel issues.
- Keeping desk handovers up to date.
South West / South Coast Route Controller
Cross Country Trains
Birmingham, West Midlands
06.2003 - 01.2007
- Looking after the trains service on between Birmingham to Bournemouth and Birmingham to Penzance, including Birmingham - Cardiff.
- Being proactive in the safe running of the train service including monitoring regulation and train crew welfare.
- Communicating and forming relationships with various groups of people on the railway including Network Rail, Stations and Train Crew.
- Prioritising both customer and staff safety in developing situations.
- Delivering a top quality customer service experience on board or services.
- Working as a Team within the Control environment liaising with my other fellow Route Controllers and being proactive in every situation when faced with various decision making.
- Working with various IT systems including Word, Excel, Integrale, TRUST, CCF, Company log.
- Keeping desk handovers up to date.
Train Manager
Cross Country Trains
Birmingham, West Midlands
06.2001 - 06.2003
- Provide excellent Customer Service to the passengers on board.
- Manager on board staff and working as a team to for fill the Customer Experience.
- Provide passengers with information relating to connections, station facilities and tickets.
- Resolving any passenger disputes in a calm and professional manner.
- Following on board safety at all times, including the H.O.T & W.H.A.T procedures both on board and at stations.
- Following the rule book in regarding rules and track safety.
- Deliver timely announcements
- Assist elderly and disabled passengers and demonstrate great service skills
- Administrate basic First Aid if needed.
Recover & Breakdown Controller
AA Breakdown
Aston, West Midlands
12.1999 - 05.2001
- Working within a Call Centre, talking a high volume of calls and dispatching vehicles promptly and efficiently.
- Using IT based systems.
- Working as a Team both within the Control but also with the fleet engineers and mechanics on the ground.
- Alleviating stress for our Customers who had broken down on both road side or/and in vulnerable situations.
- Providing and excellent Customer Service experience.
- Working in shift environment with a flexible approach.
- Maintain updated Fleet records or the Vehicles and Customer details.
Pub Manager
JD Wetherspoons
Nuneaton, Warwickshire
04.1999 - 12.1999
- Manage daily operations ensuring a smooth running of the pub.
- Coordinate the staff.
- Implementing staff Rosters.
- Maintain stock levels, preventing shortages, and meeting profit margins.
- Cashing up and overseeing the handling procedure, invoicing and keeping all data up to date and accurate.
- keeping cleaning duties updated and checking that high standards were followed at all times.
- Serving food and beverages.
- Deal with Customer complaints effectively.
- Keeping the Team in high spirits through communication.
- Monitor food prep and follow the hygiene regulations.
Advertising sales representative
Express & Star
Cannock, Staffordshire
09.1998 - 12.1999
- Selling advertising space.
- Promoting space to clients bringing original and fresh ideas.
- Working within a marketing team in the office.
- Building relationships with the clients on an individual basis.
- Secure long term contracts.
- Deliver excellent customer service, responding quickly and in a professional manner.
- Enhancing Clients brand and reputation.
- Created advertising packages.
- Making in bound and out bound calls and visiting clients at their business to discuss issues face to face.
Store Assistance
P & O Ferries
Portsmouth
12.1997 - 12.1999
- Working a split shift pattern of two weeks on, one week off, with a flexible approach.
- Working within a team to ensure a smooth store operation.
- Maintaining an appealing shop environment.
- Servicing customers, processing transactions and restocking shelves.
- Assisting Customers, handling complaints and provide stock information including the law regulations when buying certain products abroad.
- Monitor shop floor to deter theft and losses.
- Organize displays to promote and encourage customers purchases.
Checkout Supervisor
Kwiksave
Cannock, Staffordshire
05.1996 - 12.1997
- Supervisors cashiers on the check outs.
- Assisting customers with complaints.
- Managing staff breaks, performance and motivate the Team.
- Maintaining a clean checkout area for an efficient service.
- Monitor till performance, and identify discrepancies swiftly.
- Manager rosters and ensure adequate staffing levels are maintain at all times.
- Build a Team relationship, communicating and offering support to the staff when needed.
- Process cash, cheques, credit & debit payments accurately and efficiently.
- Minimize long queues, by assisting staff to speed the process up.
- Help customer identify products and prices.
- Increase team productivity.
Education
GVNQ - Food & Business Management
Birmingham College Of Food & Business
Birmingham 09.1994 - 05.1996
GCSEs -
Chasetown High School
Chasetown, Staffordshire 09.1990 - 04.1994
Skills
- Excellent Team Player with the ability to work both within a team and to lead a team
- Extensive knowledge of the rail network throughout
- Experience working in a control centre in the railway industry and following regulations and operating procedures
- Good knowledge of Integrale, TRUST, Word, Excel, CCF & and logs
- Great communicator at all levels keeping calm in stressful situations
- Can organise time efficiently and prioritise when needed
- Excellent time management and a flexible approach
- 23 years railway experience in a Train Operating Company
- Understand and appreciate the rail policies and procedures
- Access to own transport
Affiliations
- Running and Walking
- Experiencing new foods and restaurants
- Spa Stays
Timeline
MMA Senior Route Controller
Cross Country Trains
01.2010 - Current
SNES Route Controller
Cross Country Trains
01.2007 - 01.2010
South West / South Coast Route Controller
Cross Country Trains
06.2003 - 01.2007
Train Manager
Cross Country Trains
06.2001 - 06.2003
Recover & Breakdown Controller
AA Breakdown
12.1999 - 05.2001
Pub Manager
JD Wetherspoons
04.1999 - 12.1999
Advertising sales representative
Express & Star
09.1998 - 12.1999
Store Assistance
P & O Ferries
12.1997 - 12.1999
Checkout Supervisor
Kwiksave
05.1996 - 12.1997
GVNQ - Food & Business Management
Birmingham College Of Food & Business
09.1994 - 05.1996
GCSEs -
Chasetown High School
09.1990 - 04.1994
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