DAMIEN REEDY
Exeter,Devon
Summary
A confident, self-motivated professional who has worked at GWR (Great Western Railway) for the past 20 years providing the highest levels of customer service, dedicated to customer needs and their safety. Directly manages, leads, and monitors all station staff and activities. Focus on customer excellence and maintain high safety and quality standards.
Excellent communication and interpersonal skills with active listening skills enabling me to build good working relationships with customers and staff. A self-starter with a can-do attitude with the ability to make decisions in a confident manner. Remaining calm yet confident, and customer focused in a crisis with a proven track record in managing dynamic situations within a challenging environment.
Overview
22
22
years of professional experience
Work History
Duty Station Manager, Guard, Service Delivery Assistant
Great Western Railway
03.2002 - Current
- Responsible for proactive management of day-to-day station activities and for overall station team, comprising Platform, Revenue and Customer Services teams
- Work collaboratively with GWR Control, Network Rail Signallers and other station teams ensuring best possible train service from the station
- Strong experience of working under significant pressure, especially during times of service disruption, and multitasking to achieve goals and service recovery in conjunction with other teams
- Responsible for resolving customer situations following incidents with train crew where on-call management cannot attend in due time
- Encompasses daily management within teams, ensuring cross training to facilitate effective operation and resilience during disruption, as well as maintaining knowledge of all necessary procedures
- Delivering highest levels of customer service and being dedicated to customer needs
- Ensuring safety of customers, colleagues, visitors, and contractors as highest priority, including monitoring cleanliness of the station, especially toilets, waiting rooms, platforms, stairs, and subways
- Vigilant of all activity on the station and acts appropriately in the event of any unsafe behaviours or conditions observed
- Undertaking Winter Weather duties, including snow clearance throughout the station
- Managed busy trains, prioritising duties in a dynamic environment
- Dynamically risk assessing situations and dealing with them appropriately, especially challenging during holiday periods with significantly increased passenger numbers
- Peer Trainer/Mentor, ensuring the competent training and development of new guards, guiding them through required route knowledge, as well as the varying forms of traction, and their specific operations, both daily and emergency.
Education
O Levels - 6 including Maths and English
St John School
Billericay, EssexSkills
Customer Service
Fire Prevention
Team Management
Dynamic Risk Assessments
Third Party/Contractor Management
Accomplishments
- Nominated by rail customers for commitment to delivering the best customer service and received a prestigious 'First for Service' award
- Handled some 3.8 million journeys per year and serviced three separate railway operators simultaneously
- Plans, deploys, and supervises station staff, managing staff welfare and performance, and ensuring service excellence for commuters.
Previous Experience
Previous to working at Great Western, I undertook a number of Customer Service Manager position.
Interests
ADDITIONAL INFORMATION
, I have a range of interests, and with my family am rarely far from the sea, whatever the weather, enjoying anything from beach cleans to kayaking. I also enjoy historic properties and have a passion for vintage Volkswagens.
Timeline
Duty Station Manager, Guard, Service Delivery Assistant
Great Western Railway
03.2002 - Current
O Levels - 6 including Maths and English
St John School
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