Iesha Kelliott

Delivered a customer-focused presence within stations, ensuring seamless journeys through safe and punctual train dispatch, effective gateline management, and proactive retailing.

Provided leadership and clear direction to employees, supervising activities to enhance productivity and efficiency.

Handled difficult customer complaints and objections professionally, maintaining first-class customer service standards.

Delivered high-quality customer service by interacting with, assisting, and directing customers as required.

Maintained comprehensive knowledge of train timetables and routes, providing accurate information to customers.

Ensured passengers with disabilities traveled safely by providing appropriate assistance and support throughout their journey.

Resolved complaints, cancellations, and refunds efficiently, offering mutually beneficial solutions while protecting revenue.

Consistently adhered to Health and Safety procedures, ensuring a safe environment for customers and colleagues.

• Using my discretion in various situations to ensure good customer service, and safety of others is in compliance within the rules and procedures of the railway.
• Engaging with customers on a daily basis, providing alerative routes when distruptions arise.
• Dispatching trains safetly and on time.
• Making regular announcements so passengers are updated with the services and alterations.
• Having the knowledge of facilities within stations, exits and on board the trains to give highest customer service and directions.
• Has the knowledge of hidden disability and the laynards to recognise that one of our passengers may have a non-obvious disability and able to offer additional assistant. Also helping passengers with buggies, school parties and heavy luggage.
• Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
• Commuicating safety critical information clearly and confidently.
• Reporting anything suspious, hazards or potential and faulty eqipument. Ensuring that the work place is clean and tidy, using the correct radio channels for futher assisted.
• Ability to read various types of tickets and give advice to passengers about ticket types and oyster cards.
• Understanding how to use the gate and equipment

• Comfortable with manual handling.
• Health and Safety awareness.
• Deliver a service that goes beyond set KPI targets, Maintaining stockroom with highest standards.
• Train new associates ensuring that they have the right knowledge to perform to VS standards.
• When the delivery arrives making sure that the paperwork is correct and hanged into line manager.
• Sorting out delivery correctly so when the other associates arrive it is already organized.
• Staying on top of any hazards that may occur and reporting them immediately.
• Maintaining the stockroom ensuring it is clean and tidy.
• Helping other associates with their task after I have finished my allocated job.
• Pushing items to shop floor and back stocking delivery.

• Qualified, health and safety trained Guest Experience Host working various positions on The Eye ride platform and within the 4D Cinema Experience.
• Roles included loading and un-loading guest in capsules, assisting mobility disable impaired guests, operating the 4D Cinema Experience, scanning in tickets and managing queue lines containing thousands of guests.
• Work well within health and safety guidelines, following evacuation and fire procedures whilst delivering memorable experiences to guests in a pressured, busy environment.
• Standing for long periods of time.
• Analyses needs of impaired customers, identified alarm situation situations and dealt with complaints initiating appropriate action using radio codes to maintain professionalism and discretion.
• Providing a safe and helpful service at all times.