Nicola Wardale
Summary
I am a hard working, enthusiastic person with extensive experience in customer service. I have excellent communication skills and get great pleasure from helping others. I am friendly and adaptable, always willing to learn new skills. I have experience in handling large volumes of cash securely and possess a comprehensive knowledge of the railway network. I have always been committed to enhancing customer satisfaction, both within my railway career and working with the children and parents at school.
Overview
34
34
years of professional experience
Work history
Higher level teaching assistant
Staffordshire County Council
Clifton Campville, Staffordshire
09.2008 - Current
- Cover classes across KS1 and KS2 children on a daily basis over 2 village schools
- Plan and deliver lessons in accordance with the national curriculum
- Deliver differentiated lessons to accommodate varied learning styles, resulting in improved learning outcomes
- Teach whole school singing every week, ensuring children are ready to perform in services and school productions
- Work proactively by anticipating the needs of children
- Assist teachers in creating an inclusive learning environment for all children
- Work closely with parents/carers regarding pupil progress
- Deliver one-to-one support to children with learning difficulties
- Assist in developing Individual Education Plans for SEN children
- Carry out First Aid and Fire Warden duties
Customer service assistant
Virgin Trains
Birmingham
03.1998 - 08.2008
- Covered retail posts in the Travel centre and Booking Office at New Street Station
- Sold a wide range of tickets to suit customers needs
- Assisted customers with their travel plans by working out routes, itineraries and suitable tickets for their needs
- Provided friendly, positive customer care by actively listening to needs and concerns and advising them accordingly
- Managed customer complaints effectively and resolved concerns
- Maintained excellent customer service in an extremely busy environment
- Handled large volumes of cash securely and with precision
Receptionist
Wychnor Park Country Club
Wychnor, Staffordshire
01.1997 - 03.1998
- Greeted and checked-in guests promptly and professionally.
- Coordinated housekeeping staff to prepare rooms for guest arrivals.
- Instructed maintenance staff to service rooms with known issues.
- Provided local attraction and event information for enhanced stays
- Ensured smooth check-out process by promptly settling bills and confirming future bookings if required.
- Listened to customer queries and ensured guest comfort by responding promptly to their needs
Duty Customer Service Manager
CrossCountry Trains
Birmingham
06.1995 - 08.1996
- Led and directed staff to deliver the highest standards of customer service
- Greeted customers off delayed services, assessed needs and resolved problems
- Worked proactively to anticipate customers onward transport needs when services were delayed
- Organised with CrossCountry control all onward travel arrangements for customers who had missed last connections due to delays
- Organised daily assistance for disabled and less able customers
- Provided customers with information on departure times, platforms, delays and disruptions to services
- Worked rotas providing 24 hour cover in Customer Reception
Customer Operations Officer
Inter-City CrossCountry
Birmingham
04.1994 - 06.1995
- Rostered 52 train drivers efficiently ensuring all daily diagrams were covered
- Offered friendly, efficient customer service and handled challenging situations due to delays and cancellations
- Completed CATS (Customer Action Teams) duties, joining trains which were heavily delayed and working through each carriage, assessing the needs of customers and resolving any issues
- Assisted the customer service team, often working above and beyond duties, to help customers have a positive travel experience
General Purpose Relief Clerk
InterCity
Birmingham
07.1991 - 04.1994
- Covered all retail posts at New Street station including the Travel Centre, Booking Office, Telephone Enquiry Bureau and Customer Reception, gaining a wide range of knowledge and skills
- Selected to become one of the first Welcome Hosts to proactively meet and greet customers
- Greeted all customers warmly, ensuring they felt valued from the start
- Provided customers with up to date, accurate information
- Resolved customer complaints promptly by actively listening to their issues
- Worked a wide variety of shifts at short notice
Education
Higher Level Teaching Assistant -
OFQUAL
Level 3 Teaching Assistant -
CACHE
BTEC National Diploma - Travel and Tourism
Tamworth College
GCSE Grade A - Art and Design
Woodhouse High School
GCSE Grade B - English Language
Woodhouse High School
GCSE Grade C - English Literature
Woodhouse High School
GCSE Grade C - French
Woodhouse High School
GCSE Grade D - Maths
Woodhouse High School
GCSE Grade D - Commerce
Woodhouse High School
CSE Grade 1 - Biology
Woodhouse High School
CSE Grade 1 - Childcare
Woodhouse High School
Skills
- Vast experience of working with customers in busy railway stations
- Excellent communication skills
- Experienced in handling large volumes of cash securely
- Good railway network knowledge
- Hard working and conscientious
- Proactive
- Active listener
Affiliations
- I thoroughly enjoy walking, especially up mountains. I have completed the Three Peaks Challenge, climbing Ben Nevis, Scafell Pike and Snowdon in 36 hours.
- I like to keep fit and swim at least 4 times a week.
- I am very artistic and have enjoyed teaching these skills to the children at school.
References
References available upon request.
Timeline
Higher level teaching assistant
Staffordshire County Council
09.2008 - Current
Customer service assistant
Virgin Trains
03.1998 - 08.2008
Receptionist
Wychnor Park Country Club
01.1997 - 03.1998
Duty Customer Service Manager
CrossCountry Trains
06.1995 - 08.1996
Customer Operations Officer
Inter-City CrossCountry
04.1994 - 06.1995
General Purpose Relief Clerk
InterCity
07.1991 - 04.1994
Higher Level Teaching Assistant -
OFQUAL
Level 3 Teaching Assistant -
CACHE
BTEC National Diploma - Travel and Tourism
Tamworth College
GCSE Grade A - Art and Design
Woodhouse High School
GCSE Grade B - English Language
Woodhouse High School
GCSE Grade C - English Literature
Woodhouse High School
GCSE Grade C - French
Woodhouse High School
GCSE Grade D - Maths
Woodhouse High School
GCSE Grade D - Commerce
Woodhouse High School
CSE Grade 1 - Biology
Woodhouse High School
CSE Grade 1 - Childcare
Woodhouse High School
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