RANDY JIBRIL DA SILVA

Dec 2022 – Present

• Assist passengers across stations, offering guidance, information and general support.
• Encourage fare compliance and help customers with ticketing queries.
• Carry out safeguarding duties, including supporting vulnerable or distressed passengers.
• Monitor platforms and report safety concerns, hazards or unusual behaviour.
• Respond to incidents calmly, including disputes, complaints and passenger difficulties.
• Maintain a visible presence to reassure passengers and promote a safe environment.

Jun 2020 – Mar 2022

• Handled high volumes of calls, emails and live chats, often under time pressure.
• Talked customers through technical issues step by step, ensuring clarity and patience.
• Resolved billing problems and supported customers with payment arrangements.
• Logged cases accurately and followed up until issues were fully resolved.
• Maintained professionalism during difficult conversations and complaints.

• Welcomed guests and ensured smooth check-in and check-out processes.
• Managing reservations and room allocations. Handling customer inquiries regarding hotel amenities and services.
• Processing payments and maintaining accurate billing records. Addressing and resolving guest complaints promptly.

• Assisting customers with product selection and queries.
• Managing fitting room operations and maintaining store tidiness.
• Processing refunds and exchanges according to store policy.
• Supporting stock replenishment and merchandising efforts.