Calogero Falzone
Little Brickhill,Buckinghamshire
Summary
Dedicated professional with expertise in training and development, performance management, and employee management. Proficient in Microsoft Outlook, Word, and Excel, with a strong focus on customer relations and adherence to high customer service standards. Demonstrates excellent time management skills and provides exceptional administrative support. Committed to enhancing organisational efficiency and fostering a positive work environment.
Hardworking service management professional with extensive experience in operational management leadership. Skilled in business planning and organisation to maintain smooth daily operations. Leads by example to motivate high-achieving, dedicated service teams.
Overview
18
18
years of professional experience
25
25
years of post-secondary education
Work History
Customer service supervisor
London Underground
London
09.2017 - Current
- Maintained high levels of customer satisfaction through effective problem resolution.
- Controlled team performance by organising daily tasks and responsibilities.
- Enhanced customer service delivery by providing training to new staff members.
- Prepared detailed reports on team performance, identifying areas for improvement.
- Conducted thorough risk assessments for potential incidents.
- Devised comprehensive incident reports for senior management review.
- Managed critical incidents effectively whilst maintaining composure under pressure.
- Escalated high-impact incidents swiftly for rapid problem solving.
- I deliver a world class service and represent the company professionally
- I supervise access to all areas around the station environment and request cleaning assistance to ensure the station remains clean
- I supervise and manage all station staff and support the customer service managers with people's management
- I work collaboratively to ensure the smooth operation running of my station and deliver an excellent service across the network
- I report details of any incidents on our electronic report incident files as a legality and procedure
- I thoroughly communicate and liaise with the Emergency Services and managers in the event of an incident or emergency
- I take lead and bring the service back to normality as quickly as possible.
Customer service assistant
London Underground
London
01.2007 - 09.2017
- Improved customer relations by managing customer complaints effectively.
- Managed time efficiently during peak hours to limit customer waiting periods.
- Multi-tasked to keep customer service levels at optimal capacity at peak times.
- Assisted customers with varying questions using product knowledge and service expertise.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Showed empathy towards passengers faced with travel disruptions; provided them with suitable alternatives swiftly and efficiently.
- Ensured timely service for smooth railway operations.
- Simplified customer queries by explaining ticketing options clearly.
- Provided assistance with ticket purchases to facilitate smoother travel experiences.
Education
GCSEs - English Language
St Richard of Chichester
London 09.1992 - 07.1996
GCSEs - English Literature
St Richard of Chichester
London 09.1992 - 07.1996
GCSEs - Geography
St Richard of Chichester
London 09.1992 - 07.1996
GCSEs - Mathematics
St Richard of Chichester
London 09.1992 - 07.1996
GCSEs - Languages - Italian
St Richard of Chichester
London 09.1992 - 07.1996
GCSEs - Science (Double)
St Richard of Chichester
London 09.1992 - 07.1996
A-Levels - Languages - Italian
St Richard of Chichester
London 09.1996 - 06.1998
Skills
- Training and development
- Microsoft Outlook, Word and Excel
- Performance management
- Customer relations
- Employee management
- Adherence to high customer service standards
- Customer service
- Administrative support
- Excellent time management skills
Timeline
Customer service supervisor
London Underground
09.2017 - Current
Customer service assistant
London Underground
01.2007 - 09.2017
A-Levels - Languages - Italian
St Richard of Chichester
09.1996 - 06.1998
GCSEs - English Language
St Richard of Chichester
09.1992 - 07.1996
GCSEs - English Literature
St Richard of Chichester
09.1992 - 07.1996
GCSEs - Geography
St Richard of Chichester
09.1992 - 07.1996
GCSEs - Mathematics
St Richard of Chichester
09.1992 - 07.1996
GCSEs - Languages - Italian
St Richard of Chichester
09.1992 - 07.1996
GCSEs - Science (Double)
St Richard of Chichester
09.1992 - 07.1996
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