Line Supervisor Center Representative
Resume:
Name:
Mary Masai
Position:
Station Master / Train Attendant/Assesor
Telephone:
email:
*********@*****.**.**
Objective
Motivated individual with skills in personnel management and interpersonal communication and experience in customer service and conflict resolution
Career Summary
March 2019 – Present : Serco Dubai Metro
Station Master / Train Attendant/Assessor
Duties
Lead a team of Station Agents, SA SMO and Customer Service Agents to deliver a safe, reliable, world class and customer focused station and car park services;
Respond to incoming calls and emails
Ensure the highest standard of customer service is provided to Dubai Metro customers.
Provide effective communications and information with internal and external parties in an efficient and timely manner;
Deliver public announcements and ensure all train and station information is correct, clear and up to date;
Conduct Workplace CMS Assessments for both Stations and Trains
Provide ticket sales, train services information and respond to passenger enquiries;
Distribute publicity materials and handle lost property;
Render all possible assistance to customers, in particular those with special needs, to enhance customer service and safety;
Managing and overseeing cash collection, management and reconciliation in the station when required.
Monitor and maintain a safe and secure station and car park environment
Ensuring the station and car park facilities are in a safe and good working order;
Responsible for the efficient and safe evacuation of station premises in the event of fire or other emergency situations;
Monitor and maintain station and car park operational status and ensure the safety and comfort of passenger movement within the station and car park premise;
Undertake a comprehensive checking to the following: all staff are smartly presented, well groomed, fit to work and fully briefed prior to the start of shift;
Control and avoid overcrowding in station and platforms and to ensure that passengers are entering/exiting the station in an orderly fashion;
Deliver essential messages to passenger via audio or visual means in a timely and proactive manner to avoid confusion, frustration and anger;
Monitor and control the direction of the fare gates in accordance with the flow of passengers, and in the event of emergency;
Reporting faults and informing the Fault Controller (FC) of and any malfunction and failure of equipment.
Reporting faults and informing Train Controller of any occurrences which may have an impact on train operation;
Prepare incident/accident reports and inform concern authorities;
Maintaining the DM001-OPE-STA-FO-00039 Station Logbook with details of all issues and incidents.
Meet and greet customers and provide a high level of customer service;
Conducts Performance Review for the Station Agents, Customer Service Agents, Car Park Controller and Car Park Attendant within the assigned station and car park
Perform shift and emergency duties when required;
Perform and carry out other duties as instructed / directed by the Lead Station Master, Passenger Service Manager, Deputy Head of Passenger Service, Head of Passenger Service and Operations Director;
November 2015 – March 2019 : Serco Dubai Metro
Assistant Station Master / Train Attendant
Duties
Dealing with emergency situations as required by Train Controllers.
Station management and giving access to contractors and visitors.
Train Attendant duties at Terminal stations like train clearing and Train Insertion for Revenue Service
Control and avoid overcrowding in station and platforms and to ensure that passengers are entering/exiting the station in an orderly fashion.
Deliver essential messages to passenger via audio or visual means in a timely and proactive manner to avoid confusion, frustration and anger.
Provide ticket sales, train services information and respond to passenger enquiries.
Distribute publicity materials and handle lost property.
Render all possible assistance to customers, in particular those with special needs, to enhance customer service and safety.
Reporting faults and informing Train Controller of any occurrences which may have an impact on train operation.
Prepare incident/accident reports and inform concern authorities.
Delivering messages to passengers via audio and visual means in a timely manner
Handling Train and Station faults i.e. PSD,AFC Gates, Station Equipment,ECB,EDL
Manual Train driving in case of faults
Performing proper handover after end of shift.
July 2014 –November 2015 : Serco Dubai Metro
Station Agent
Duties
Welcoming and providing customer service to passengers.
Giving directions and providing information to Tourist.
Assisting passengers who cannot exit the station.
Selling of tickets and recharging passenger Nol card.
Assisting lost passengers and persons with disability.
Performing other duties as requested by the Station Master.
December 2012-February 2014 : Emrill Services llc (UAE-Free zone)
Concierge / Receptionist
Duties
Welcoming guests with a warm smile
Reservations of amenity room .i.e. squash room,barbeque and meeting room
Providing information to residents on all attractions, shops and hotels.
Handle move-in and move-out of residents.
Providing visitors pass to external contractors and access.
Handling complaints and forwarding them to the concerned department
March 2008-November 2012 : Aramex (Kenya)
Call Centre Executive / Receptionist.
Duties
Receiving phone calls and transferring them to the relevant people.
Updating the system with shipment tracking details.
Updating tracking numbers from FEDEX and DHL.
Data entry of shipment manifest to the system.
Dispatching collections to couriers and Ensuring that the shipments are picked by the couriers, riders and drivers concerned.
Providing excellent customer service to our clients
Receiving calls in regard to requests from clients for shipment pick-up.
Handling walk- in clients and advising clients on export documentation and destination customs requirements.
Receiving and receipting company monies and banking it.
Skills
Excellent active listening and information retention skills
Outstanding verbal and written communication abilities
Able to remain calm and flexibility to respond quickly and positively to a range of work situations
Detail-oriented,Organized and Excellent Data Entry skills
Able to handle complaints in a productive and positive manner Able to delegate intelligently and assign duties to team members wisely
Able to use critical thinking skills to solve problems quickly and effectively
Outgoing and engaging personality
Railway Trainings Attended:
Assessor Training
SERCO Dubai Metro L&D Department, May 2019
Introduction to OCC Operations
SERCO Dubai Metro L&D Department, April 2017
Introduction to Supervisory Skills
SERCO Dubai Metro L&D Department, April 2017
Introduction to ATC
SERCO Dubai Metro L&D Department, April 2017
Basic Training Skills
SERCO Dubai Metro L&D Department, April 2016
Basic Tram Operations
SERCO Dubai Metro L&D Department, April 2016
Advanced First Aid
Dubai Ambulance, November 2015
Safety Communication
Platform Screen Door Training
FM 200 Training
BLS and PESB Training
Revenue Training
ECS & OCS Training
Managing Customer Service
Crowd Control and Station Evacuation
Dubai Metro PSD Business Planning Workshop
Education and Qualifications.
YEAR INSTITUTION AWARD
2012-2012 NIBS
2007- 2008 Technical Institute Diploma in Hospitality Management
2008 -2008 Academic Professional College Certificate in Computer application
2004-2005 Mutomo Peer Educators Certificate in Counseling
Personal Details
Date of Birth: 06-11-1985
Nationality: Kenyan
Visa Status: Residence Visa
Passport No:A1942760
Referees
Upon Request
Contact this candidate