Eve Bain
Gateshead
Summary
I am a highly motivated and adaptable customer contact professional with over eight years of experience delivering exceptional customer experiences within fast-paced environments. Throughout my career, I have successfully supported, coached, and motivated colleagues to achieve performance objectives. I am passionate about developing people, driving continuous improvement, and creating a positive, high-performing team culture.
I thrive in challenging situations and work with stakeholders to manage complex customer issues and maintain accuracy. I am known for being energetic, approachable, and resilient, I lead by example and take pride in supporting colleagues to achieve their best. My bold, caring, and passionate approach aligns with delivering outstanding customer experiences and creating an inclusive environment where both customers and colleagues are at the heart of every decision.
Overview
6
6
years of professional experience
Work history
Customer Solutions Representative
LNER
Newcastle upon Tyne
2022.09 - 2026.07
I deliver high-quality customer support across telephone, correspondence and live chat channels while consistently exceeding KPI and quality targets. Throughout my time in the role, I have progressively taken on leadership responsibilities, supporting operational performance and colleague development.
In late 2025, I was seconded into a Supervisor role, leading a team and undertaking responsibilities including performance management, coaching, workload allocation, decision-making and supporting colleagues to achieve individual and team objectives. Following this, I moved into a dedicated development role, working alongside supervisors to identify performance, knowledge and process gaps, deliver targeted coaching, and improve customer experience through colleague development.
Key Achievements
- Successfully seconded into a Supervisor role, leading colleagues and supporting the delivery of departmental objectives.
- Deliver coaching, mentoring and constructive feedback to improve colleague performance, confidence and customer outcomes.
- Lead and support colleagues in the absence of supervisors, ensuring service levels, productivity and quality standards are maintained.
- Consistently exceed KPI and quality targets while delivering excellent customer service across multiple contact channels.
- Identify performance, knowledge and process gaps and implement coaching solutions to drive continuous improvement.
- Work collaboratively with supervisors and stakeholders to resolve complex issues and improve operational performance.
- Contribute to cross-functional projects that enhance customer experience and service delivery.
- Promote a positive, inclusive and high-performing team culture through effective communication, coaching and role modelling.
Bar Supervisor
The Crown
Gateshead
2020.03 - 2022.08
- Supervised the day-to-day operation of the bar, ensuring efficient service and a high standard of customer experience.
- Managed opening and closing procedures, including cash handling and till reconciliation.
- Led, supported and trained team members, providing guidance to maintain performance and service standards.
- Resolved customer complaints and team issues professionally, creating a positive and welcoming environment.
- Monitored stock levels and maintained product availability to support uninterrupted service.
- Organised and hosted karaoke events, ensuring they were delivered smoothly and successfully.
- Maintained clean premises, promoting a welcoming atmosphere for patrons.
- Increased sales with effective promotional strategies.
Skills
- Coaching and performance development
- KPI and performance management
- Customer experience and satisfaction
- Problem solving and decision making
- Process improvement
- Quality assurance and adaptability
- Resilience under pressure
- Interpersonal skills and relationship building
- Conflict resolution and complaint handling
- Planning, prioritization, and organization
- Change implementation
- Compliance monitoring
Accomplishments
- Awarded the LNER Legends 'Be Bold' Award for three consecutive years in recognition of consistently delivering exceptional performance and going above and beyond.
- Appointed Assisted Travel Ambassador, working with the DFT Rail Delivery Group to support the development and implementation of the Passenger Assistance app.
- Recognised as the Subject Matter Expert for Assisted Travel, identifying knowledge gaps, gathering colleague feedback and helping shape improvements to training and service delivery.
- Co-led the LNER Welcome induction programme alongside the Contact Centre Manager, introducing new colleagues to the Contact Centre and its role within the wider business.
- Contributed to cross-functional Customer Communication projects, working with stakeholders to improve customer contact channels.
- Delivered peer coaching, refresher training and constructive feedback to support colleague development and performance improvement.
Timeline
Customer Solutions Representative
LNER
2022.09 - 2026.07
Bar Supervisor
The Crown
2020.03 - 2022.08