Faye Johnstone
Hucknall, Nottingham,United Kingdom
Summary
Highly organised and reliable professional with extensive skills in organisational efficiency, administrative support, and customer service. Demonstrates exceptional attention to detail, proficiency in Microsoft Office, and the ability to remain calm under pressure. Adept at managing appointments, handling telephone operations, and providing friendly service while maintaining high hospitality standards. Committed to delivering trustworthy and punctual service with a focus on enhancing visitor management and data entry accuracy.
Overview
28
28
years of professional experience
6
6
years of post-secondary education
Work history
Customer Experience Contracts Auditor
East Midlands Railway
Derby, Derbyshire
08.2014 - Current
- Identified potential risk areas within train catering environment.
- Ensured adherence to food and safety guidelines by on-board team.
- Reported findings on individuals to relevant management.
- Provided ongoing support to staff, enhancing operational efficiency.
- Attended assessment and interview days for recruitment of new staff.
- Collaborated with external companies to maintain updated policies and procedures.
- Ensure on-train bookwork has been completed accurately to ensure compliance.
- Conducted surprise checks on front-line staff to uphold service standards.
- Offered practical solutions by identifying weaknesses in control systems.
- Reported product issues identified from external suppliers.
- Ensured compliance with food and hygiene processes amongst food providers.
- Provided cover for campus café as necessary.
- Delivered reception cover when required to maintain service continuity.
- Managed sign-in procedures for colleagues and visitors, addressing inquiries promptly.
- Booked meeting rooms and coordinated provision of refreshments.
EPOS Administrator
East Midlands Trains
Derby, Derbyshire
02.2003 - 08.2014
- Established communication with external company to implement point of sale system on train.
- Entered data into system database, including names, pay numbers, train identity numbers, products, and prices.
- Authored user manual for all users to facilitate system navigation.
- Maintained system currency by ensuring timely updates.
- Generated reports for management to support decision-making.
- Identified malfunctioning items and recommended replacements.
Receptionist
Hucknall Leisure Centre
Hucknall, Nottinghamshire
08.2004 - 03.2006
- Coordinated bookings for children's swimming lessons and sports activities.
- Managed customer reservations for children's parties, ensuring seamless organisation.
- Handled telephone and face-to-face enquiries to provide assistance.
- Directed visitors and clients to appropriate staff, ensuring efficient service delivery.
- Handled appointment scheduling to ensure smooth daily operations.
- Maintained an organised reception area for a professional business environment.
- Provided valuable support during busy periods, contributing to successful operation under high pressure.
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Delivered front of house duties with warm and professional manner.
Customer Supervisor
Midland Mainline
Nottingham, Nottinghamshire
07.2001 - 02.2003
- Handled all customer enquiries promptly and effectively.
- Ensured timely preparation and readiness of trains for departure.
- Oversaw sign-on process for on-train staff, confirming fitness for duty.
- Entered catering paperwork data accurately into the database.
- Liaised with control to manage delays in train departures.
- Provided customers with timely updates during periods of disruption.
Customer Host/Train Manager
Midland Mainline
Nottingham, Nottinghamshire
10.1997 - 02.2003
- Checked train tickets to confirm correct service assignment for customers.
- Ensured safe departures from each station for all trains.
- Acquired comprehensive knowledge of routes to assist effectively.
- Supported drivers in resolving operational issues during journeys.
- Assisted customers affected by disruptions to facilitate smooth travel.
- Served customers at their seats to enhance service experience.
- Addressed customer enquiries promptly to maintain satisfaction.
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Education
BTEC - Health and Social Care
Clarendon College
Nottingham 09.1995 - 07.1996
GCSEs - Maths C, English Lit C, English Language C, Child Development C
Hucknall National Comprehensive School
Nottingham 09.1990 - 07.1995
Skills
- Organisational efficiency
- Telephone operation
- Patience and composure
- Hospitality standards
- Customer service
- Calm under pressure
- Attention to detail
- Microsoft Office proficiency
- Reliability and organisation
- Punctuality
- Administrative support
- Appointment management
- Visitor management
- Trustworthiness
- Friendly service
- Data entry skills
Timeline
Customer Experience Contracts Auditor
East Midlands Railway
08.2014 - Current
Receptionist
Hucknall Leisure Centre
08.2004 - 03.2006
EPOS Administrator
East Midlands Trains
02.2003 - 08.2014
Customer Supervisor
Midland Mainline
07.2001 - 02.2003
Customer Host/Train Manager
Midland Mainline
10.1997 - 02.2003
BTEC - Health and Social Care
Clarendon College
09.1995 - 07.1996
GCSEs - Maths C, English Lit C, English Language C, Child Development C
Hucknall National Comprehensive School
09.1990 - 07.1995