Damien-Lee Ahmed
40 Glenfield Avenue, Huddersfield,West Yorkshire
Summary
I am a fun and friendly person with an outgoing personality. I enjoy meeting, and interacting with people from all walks of life. I am approachable and work well as part of a team. I am also confident in completing time-critical tasks on my own, and completed a six month secondment in the cabin crew roster department at Thomas Cook Airlines. Both my past and present employment has required me to ensure health and safety rules and regulations are strictly adhered to, in addition to managing and developing colleagues. I feel that I would be an asset and ambassador within your team. I am highly motivated, self driven and thrive on challenges and delivering the best possible service to customers and loyalty to my employer. I have a flexible approach and I am happy and familiar with working shift patterns all year round.
Overview
30
30
years of professional experience
Work History
Duty Customer Experience Manager
TransPennine Express
Manchester, Greater Manchester
08.2023 - Current
- Developed, implemented and monitored customer service plans to optimise customer satisfaction.
- Instructed and supported team members in implementing industry-leading practices for exceptional service.
- Ensure ongoing communication with team members to consistently define and maintain clear expectations.
- Ensured accurate record-keeping through the preparation of daily documentation, reports, and logs.
- Proactively identifying and resolving complex problems that affect customer experience.
- Supervised and monitored Customer Information Controllers to ensure quality messaging for colleagues and customers.
- Demonstrated strong problem-solving skills in addressing customer queries, issues and complaints with great efficiency.
- Implemented effective customer handling plans to ensure seamless movement of customers during times of service disruption, resulting in improved service quality and increased customer satisfaction.
- Arranged alternative travel solutions for incomplete train journeys.
- Managed and organised CCTV downloads for stations and trains while maintaining accurate records.
- Demonstrated exceptional skills in managing and resolving colleagues' inquiries, resulting in enhanced customer satisfaction.
- Maintained ongoing communication with senior management through regular conference calls, keeping them informed of customer service challenges and our proactive solutions.
Customer Information Controller
TransPennine Express
Manchester, Greater Manchester
03.2023 - 08.2023
- Worked to manage information correctly and in line with departmental responsibilities.
- Responded to customer enquiries within standardised time frames using electronic resources.
- Worked within large databases, content management systems and online records to research and obtain customer's required information.
- Communicated with diverse range of customers to understand individual information needs.
- Delivered better solutions to customers and experienced increased rates of customer satisfaction.
- Consistently sought ways to go above and beyond job requirements and exceed expectations.
- Worked collaboratively to complete daily operational tasks.
- Maximised customer satisfaction by quickly addressing and resolving problems.
- Drove goal achievement by quickly and accurately completing allocated tasks and offering assistance to team members.
- Used strong communication skills to build positive customer relations.
- Worked hard to learn all required tasks quickly to maximise performance.
- Delivered great service by being adaptable, using initiative and communicating with a diverse range of people.
Conductor
TransPennine Express
Manchester, Greater Manchester
10.2016 - 03.2023
- Received and followed directions from train dispatchers.
- Interpreted various signals to start, stop and back-up train.
- Directed crew members by employing flag or hand signals, torch and radio communications.
- Announced route destinations and changes via PA systems.
- Announced unexpected delays and up-to-date travel information and recommendations on tannoy system to keep customers fully informed.
- Safely managed operations of train, equipment and boarding and disembarking processes.
- Handled cash and card payments to issue tickets and checked travel documentation.
- Established authentic relationships with customers, resolved conflicts and diffused difficult situations in pressured environments.
- Developed knowledge of routes and train operations to maintain commercial awareness and optimise customer experience.
- Assisted disabled passengers to board and alight trains with portable ramp.
- Cultivated and maintained safe, pleasant atmosphere for travel.
- Visually represented organisation in customer-facing role, attending to queries and individual traveller needs.
- Asked passengers details for journeys, including ticket type and journey destination to calculate accurate fares.
- Effectively and appropriately dealt with customer complaints regarding journeys and service, providing smart solutions to maintain customer satisfaction.
- Conducted in-depth assessments into tickets to determine validity, challenging suspected fare-dodgers when necessary.
- Maintained excellent customer satisfaction by assisting passengers when exiting and entering the vehicle.
- Stayed up to date on journey times, timetables and fares to efficiently answer customer queries.
- Used public address systems to update passengers on journey time, estimated time of arrival and next stops.
- Conducted external vehicle inspections, ensuring all passengers entered vehicles and the train was safe for departure.
- Used correct and clear signalling gestures to tell drivers to stop or move vehicles.
Customer Service Team Leader
TransPennine Express
Manchester, Greater Manchester
07.2014 - 10.2016
- Developed, implemented and monitored strategies to maximise customer satisfaction and manage on-site customer service representatives.
- Increased positive customer experiences by successfully resolving conflicts.
- Managed day-to-day operations for six-member team.
- Effectively communicated with team members to maintain clearly defined expectations.
- Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions.
- Filled out daily logs and created weekly reports detailing activities.
- Implemented and monitored customer service plans to maximise customer satisfaction.
- Developed rapport with customers by handling difficult issues with professionalism.
- Improved productivity by providing CSR/Dispatchers performance feedback for corrective action.
- Answered customer requests with friendly, knowledgeable service and support.
- Mentored team members on methods to provide outstanding service to customers.
- Managed the Dispatchers to ensure trains departed on-time.
Station Information Supervisor & Team Leader
TransPennine Express
Huddersfield, West Yorkshire
03.2012 - 07.2014
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Supervised work of contracted employees to deliver work on schedule.
- Maintained clean, safe working environments to eliminate accident risks.
- Customised customer experiences to build brand loyalty.
- Effectively and appropriately dealt with customer complaints.
- Managed the station team to ensure that customers had assistance available to them at all times.
- Reconciled daily takings for both TransPennine Express and Northern.
- Updated station train departure information screens and used PA to inform customers of changes, delays and cancellations.
Cabin Manager
Thomas Cook Airlines UK & Scandinavia
Manchester/Las Palmas , Greater Manchester/Gran Canaria
03.1997 - 03.2012
- Ensured aircraft cabins were impeccably clean and tidy, promptly stowing food, equipment and cabin baggage to minimise safety risks.
- Fulfilled a variety of passenger needs, including those with special needs, and passengers requiring additional assistance, offering personable care to ensure maximum customer satisfaction.
- Ensured adequate supplies of emergency and first aid equipment were on board before takeoff.
- Swiftly handled passenger concerns and disputes to ensure health and safety.
- Monitored cabin crew performance, completed assessments and provided feedback and coaching for continuous improvement.
- Conducted thorough safety briefings and demonstrations of safety equipment and emergency procedures.
- Prepared and served meals and refreshments for passengers, enthusiastically fulfilling additional requests for maximum customer satisfaction.
- Thoroughly checked passengers' boarding passes and directed them to the correct seats, providing an exceptional first impression upon aircraft entry.
- Prepared aircraft and passengers for departure and landing following established procedures.
- Remained calm in highly stressful situations, maintaining order and following emergency procedures.
- Delivered safety briefings and demonstrated responses for different types of emergencies.
- Made safety announcements and demonstrated emergency procedures.
- Supported and directed passengers during emergencies and administered first aid.
- Conducted pre-departure briefings, collaborating with constantly changing teams.
- Coordinated with crew members to conduct safe, enjoyable flights for passengers.
- Assisted individuals with limited physical capabilities to board and leave transport vehicles.
- Kept cabins clean, tidy and safe with continuous care.
- Tailored service to meet individual needs of passengers.
- Administered first aid to passengers in emergency situations.
- Attended to customer enquiries and concerns, providing swift resolution.
Education
NVQ Level 3 - Diploma in Customer Service
The City and Guilds of London Institute
London2015
GCSEs - English, Mathematics & Dual Award Science Grade C
Cramlington Community High School
Cramlington, Northumberland1993
GCSEs - German, Geography & Performing Arts Grade D
Cramlington Community High School
NothumberlandNorthumberlandd1993
Skills
- Emergency management
- Regulatory awareness and compliance
- Assessing and coaching
- Timetable expertise
- Journey ticket processing
- Public address system operating
- Equipment safety checks
- Vehicle door operating
- Vehicle safety inspections
- Passenger complaint management
Timeline
Duty Customer Experience Manager
TransPennine Express
08.2023 - Current
Customer Information Controller
TransPennine Express
03.2023 - 08.2023
Conductor
TransPennine Express
10.2016 - 03.2023
Customer Service Team Leader
TransPennine Express
07.2014 - 10.2016
Station Information Supervisor & Team Leader
TransPennine Express
03.2012 - 07.2014
Cabin Manager
Thomas Cook Airlines UK & Scandinavia
03.1997 - 03.2012
GCSEs - German, Geography & Performing Arts Grade D
Cramlington Community High School
GCSEs - English, Mathematics & Dual Award Science Grade C
Cramlington Community High School
NVQ Level 3 - Diploma in Customer Service
The City and Guilds of London Institute