Daniel Brown
Northampton,Northamptonshire
Summary
A detail-oriented professional with expertise in decision making under pressure, customer service, event planning, and scheduling. Demonstrates a strong ability to drive process improvement through assertiveness and meticulous research and due diligence. Adept at managing complex tasks while ensuring efficiency and quality outcomes, with a focus on delivering exceptional results in dynamic environments.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Customer experience manager
West Midlands Trains
Northampton, Northamptonshire
01.2024 - Current
- Handled complaints, providing appropriate, timely solutions, following up to ensure continued customer satisfaction.
- Identified individual staff development needs and arranged appropriate training.
- Enhanced team performance for better customer experience through regular training sessions.
- Liaised closely with frontline teams to understand and meet customers' needs effectively.
- Strengthened relationships with key clients, ensuring repeat business and referrals.
Duty operations manager
West Midlands Trains
London, City of London
07.2021 - 12.2023
- Coordinated with other department heads for unified business goals achievement.
- Fostered a positive work environment through fair and supportive management practices.
- Ensured smooth operations by effectively managing daily tasks and staff schedules.
- Formulated operation protocols to maintain regulatory compliance at all times.
Dispatcher
West Midlands Trains
London, City of London
02.2020 - 07.2021
- Compiled detailed reports on dispatch activities to improve future planning.
- Resolved issues swiftly, maintaining a high standard of service delivery.
- Utilised software tools for effective resource allocation and management.
- Operated radios and other communication equipment proficiently during emergencies.
- Attended regular training sessions to maintain up-to-date knowledge on regulations.
Education
Advanced - Business Studies
St Angela's & St Bonaventure's sixth form
09.2003 - 05.2005
GCSE - undefined
St Bonaventure's RC School
01.1998 - 01.2003
Skills
- Decision making under pressure
- Customer Service
- Event planning
- Scheduling
- Process Improvement
- Assertiveness
- Research and due diligence
Certification
- First Aid Awareness, 05/01/18, Present, The First Aid Awareness course strives to equip learners with a greater understanding of First Aid and how to effectively deal with minor injuries, how to use First Aid equipment, how to respond to accidents and emergencies and much more.
- Disability Awareness, 05/01/18, Present, Disability Awareness means educating people regarding disabilities and giving people the knowledge required to carry out a job or task thus separating good practice from poor.
- Health & Safety Level 1, 05/01/18, Present, Understanding of health and safety in the workplace, including the duties of employers and employees under the UK health and safety regulations.
Additional Information
Strive on ambitious projects, Ability to multi-task and tend not to 'shy away' from each challenge., Enjoy problem solving and resolving day-to-day complex issues., Remain calm under pressure and able to be diplomatic when dealing with difficult situations and personalities., Enjoy working with people and building relationships., Willingness to take on new developments and ability to adapt to organisational change., Ability to work independently and accurately., Competent in use of Google applications, Sheets, Docs & Mail., Good knowledge using Microsoft Excel & PowerPoint.
Affiliations
- Working out
- Trying different foods from around the world
- Listening to music
References
References available upon request.
Timeline
Customer experience manager
West Midlands Trains
01.2024 - Current
Duty operations manager
West Midlands Trains
07.2021 - 12.2023
Dispatcher
West Midlands Trains
02.2020 - 07.2021
Advanced - Business Studies
St Angela's & St Bonaventure's sixth form
09.2003 - 05.2005
GCSE - undefined
St Bonaventure's RC School
01.1998 - 01.2003
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