Summary
Overview
Work History
Education
Skills
Timeline
Generic

SONU JOHNY

SLOUGH

Summary

Experienced professional with a comprehensive understanding of railway operations and safety protocols. Proficient in ticketing system operation, radio communication, and emergency protocol execution, ensuring smooth and secure passenger experiences. Demonstrates expertise in platform operations, train dispatching, and route advice, complemented by strong skills in public address system use and health and safety compliance. Adept at handling high-pressure environments with patience and precision. Committed to maintaining the highest standards of service while pursuing opportunities for further growth within the transport sector.

Overview

6
6
years of professional experience
4
4
years of post-secondary education

Work History

CUSTOMER SERVICE ASSISTANT 2

London Underground
London
07.2024 - Current
  • Delivered world-class service by actively providing proactive assistance to customers, including those with special requirements, being knowledgeable about service information, offering cost effective help and advice on ticketing.
  • Provided pro-active support and advice to customers at Ticket machines including the use of staff-enabled functionality.
  • Assisted to ensure the safety of customers and staff, and to restore service as quickly as possible, in line with London Underground's rules and procedures.
  • Supported the smooth operation of the station environment which included carrying out security checks, taking steps to alleviate congestion, preventing overcrowding and assisting customer flow and evacuation where necessary.
  • Resolved local issues and reported faults as required. Being vigilant and reported incidents/issues as they arise.

CUSTOMER SERVICE CONSULTANT

Lloyds Banking Group
Slough
03.2022 - 07.2024
  • Used active listening and relationship building skills to assess customer needs, build rapport and deliver viable solutions.
  • Handled concerns and complaints with care, delivering positive outcomes for continued customer loyalty.
  • Handled cash and card payments with precision, maintaining customer confidentiality and discretion throughout.
  • Educated customers on promotions, offers and special events to enhance product sales.
  • Adhered strictly to policies and procedures for continued company compliance.

SENIOR ASSOCIATE

Wipro Limited
India
06.2019 - 09.2021
  • Resolved customer complaints while identifying problems by being the first point of contact for customers of the National Bank of Ras-Al-Khaimah(UAE) and taking appropriative corrective action, increasing client retention ratio significantly.
  • Contributed to a 30% sales increase in 2019 by improving lead generation and sales tracking methods.
  • Successfully handled 100+ customer accounts simultaneously, without a single complaint from any account holder.

Education

Bachelor of Technology - Electrical and Electronics Engineering

Mahatma Gandhi University
India
05.2010 - 03.2014

Skills

  • Demonstrated patience with customers
  • Public address system use
  • Knowledge of railway rules and procedure
  • Comfortable in high-pressure environments
  • Platform operations knowledge
  • Safety protocol adherence
  • Ticketing system operation
  • Radio communication proficiency
  • Emergency protocol execution
  • Route advice expertise
  • Train dispatching
  • Escalator and lift operation
  • Oyster card transactions
  • Basic first aid
  • Incident reporting
  • Health and Safety Compliance

Timeline

CUSTOMER SERVICE ASSISTANT 2

London Underground
07.2024 - Current

CUSTOMER SERVICE CONSULTANT

Lloyds Banking Group
03.2022 - 07.2024

SENIOR ASSOCIATE

Wipro Limited
06.2019 - 09.2021

Bachelor of Technology - Electrical and Electronics Engineering

Mahatma Gandhi University
05.2010 - 03.2014

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SONU JOHNY