Tamara Boyle
Chilworth,Surrey
Summary
A highly skilled professional with extensive expertise in customer service, communication, and operational problem-solving within fast-paced environments. Demonstrates exceptional abilities in conflict resolution, de-escalation, and managing difficult or vulnerable customers while maintaining a calm and professional demeanour. Proficient in train dispatch, platform coordination, onboard systems, ticketing technology, and conducting safety checks to ensure compliance and passenger satisfaction. Adept at delay management, service recovery, and providing accurate information during disruptions. Strong leadership qualities include mentoring colleagues, leading by example in front-line roles, and coordinating with key stakeholders to achieve operational excellence. Resilient under pressure with strong situational awareness and a high attention to detail. Committed to delivering exceptional service standards while prioritising safety and efficiency.
Highly experienced in rail operations with career focus on train management. Capable of enhancing operational performance and customer service standards. Skills include staff management, safety regulation adherence, and schedule coordination. Committed to promoting positive travel experience for all passengers.
Overview
7
7
years of professional experience
1
1
Certification
Work history
Train Manager
London North Eastern Railway
London
11.2020 - Current
Experienced and safety focused Train Manager with a strong track record of ensuring safety, comfort, and satisfaction of passengers in fast-paced rail environment. Highly skilled in incident management, customer service, operational safety checks, and delivering clear communication onboard. Calm under pressure, able to make rapid, safety-critical decisions, and dedicated to maintaining high standards of professionalism and compliance. Managing on train performance and complying to strict time schedules.
Customer Experience Leader
London North Eastern Railway
London
03.2020 - 11.2020
Lead onboard teams to deliver exceptional customer service whilst ensuring a safe, compliant and welcoming environment. Oversaw service quality, managed customer issues and supported operational delivery including the catering provision, real time communication, coordinating with key stakeholders to maintain smooth operations while representing LNER's brand values and ensuring customers received clear information, proactive assistance, and a high-quality journey experience
Customer Experience Host
London North Eastern Railway
London
10.2018 - 03.2020
provided welcoming, proactive onboard support to customers, handling queries, accessibility needs and service needs and service updates. delivered high-quality customer care, assisted with catering services and maintained clean, safe environments. worked collaboratively with train crew and managed challenging situations professionally while upholding LNER's safety and service standards.
Education
Bachelor of law with honors - Law with Criminology
Kingston University
Kingston upon ThamesGCSEs - Mathematics, English Language and English Literature
Prestatyn High School
Prestatyn, DenbighshireSkills
Customer Service and Communication
- exceptional customer service delivery
- clear, confident verbal communication
- conflict resolution and de-escalation
- managing difficult or vulnerable customers
- providing accurate delay information and good passenger information during disruption
Safety and Compliance
- train dispatch and platform coordination
- conduction on train checks (revenue, equipment and safety devices)
- delay management and service recovery
- use of onboard systems and ticketing technology
- operational problem solving under pressure
Leadership and Teamwork
- leading by example in front-line environments
- coordinating with key stakeholders
- supporting and mentoring colleagues
- prioritising tasks in fast-paced situations
Personal Attributes
- calm under pressure
- strong situational awareness
- professional and approachable manner
- high attention to detail
- resilient and adaptable
- Staff supervision and mentoring
- Rail operations knowledge
- Resilience and persistence
- Customer care standards
- Decision-Making proficiency
- Emergency protocol implementation
- Rail industry regulations familiarity
- Fare enforcement procedures
- passenger care orientation
Certification
- Personal Track Safety
- Train Manager competency
- Level 2 Food Safety and Hygiene
- 2:1 Law with Criminology LLB(hons)
References
References available upon request.
Timeline
Train Manager
London North Eastern Railway
11.2020 - Current
Customer Experience Leader
London North Eastern Railway
03.2020 - 11.2020
Customer Experience Host
London North Eastern Railway
10.2018 - 03.2020
Bachelor of law with honors - Law with Criminology
Kingston University
GCSEs - Mathematics, English Language and English Literature
Prestatyn High School