Mathew Flack

- In this role i have learnt and adapted to working multiple different styles of train traction that use different methods of working.

- I have undertaken many training courses and gained a thorough understanding of different scenarios and circumstances of our passengers

- I have positive interactions with passengers almost every day with these being as small as telling someone what platform they need to much more significant scenarios such as assistance boarding and alighting or reassuring and helping distressed passengers

- I have also had multiple experiences of dealing with customers who are angry and unhappy and ensuing the situation is resolved without escalation

• I have assisted with the day to day running of the administrative side of the business including booking on customers for surveys, sending customers their formal written proposals with their quotations and also assisted in following up with the customers post survey.
• I have become very good at using different document styles and company websites such as the range of Microsoft applications, Proposify and Pipedrive and any other websites that are needed in the process.
• I have undertaken and received certificates for a range of online courses about how to run a successful business and how to be successful when speaking to customers face to face or via telephone consultation.
• Handled customer complaints promptly, enhancing brand reputation.
• Maintained detailed records of project progress, ensuring transparency and accountability in all tasks.

• I trained staff, including making new employees aware of company requirements.
• I assisted with the running of shifts.
• I am very confident in assisting customers with their needs, including those of a more challenging attitude.
• I was given increasing responsibility during my time there such as cash handling, problem solving, and dealing with situations as they arise.
• I helped with the bounce-back after COVID lockdown and have proved adaptable to working for different franchise owners.
• I have done many different courses like health and safety, disability awareness and more.