ABHIJEETSINH(ABHI) JHALA
Riverstone,NSW
Summary
As a Customer service professional, would welcome the opportunity to progress professional career as a Customer Operations Lead. Will contribute greatly to the team by adding close to 20 years of experience in customer service which includes 5+ years experience in the front line station and train operations, testing and commissioning operations and multiple large scale network incidents. Been instrumental in driving consistently strong customer centric and operational delivery outcomes through continuous improvement and collaboration with the teams during-after incident and emergency response capability through a culture of engagement and high performance. Proven leadership, on-shift support and guidance to customer experience teams enabling them to consistently deliver to high standards of safety and customer service.
WON multiple Employee of the Month Award.
Multiple times recognised as finalist for Employee of the year.
Multiple times recognised as finalist for Department Manager finalist.
WON Quarterly Manager Award.
Overview
18
18
years of professional experience
Work History
Customer Journey Coordinator – Stations/Trains
METRO TRAINS SYDNEY(MTS)
09.2018 - Current
- Instrumental in delivering world class customer service to our customers as they travel on the Metro network.
- Responsible for managing first response incidents and ensuring adherence to safety standards at all times while delivering exceptional customer service on our Metro network.
- Equipped with strong technical skills such as proven train driving ability combined with a thorough understanding of safe train movement within the computer based train control(CBTC) system, rail safety rules(RSR) requirements and Station operations.
- Lost property management.
- On the job mentoring and training of new staff customer service, CBTC infrastructure and incident management.
- Operating New trains and involved with train operations for testing and commissioning, as one of the first team lead for new team members.
- Safely perform train sweeps for terminating trains, preventing over carrying of customers going in to the yard. Perform HOT ALERTS, Heat patrol etc.
- Reporting faults on station and trains, safety reports, security reports etc.
- OCC-INX reporting which included updating the excel reporting sheets via learning INX as a TMO, monitoring train movements, incident/delay data capturing, making announcements in services during incidents, assist ISC/TC in writing reports-adding details where applicable of initial train delay(first train affected or incident train), accumulate all delays from graphs(Aug-Nov 2019)
- Involved in emergency services ie PAC-police area commands, PTC-police transport commands, TMC-transport management centre, FRNSW-fire & rescue NSW station familiarisations.
Car Park Manager
LUNA PARK SYDNEY
05.2011 - 09.2018
- Functional responsibility for the operation, presentation and performance of the car park
- Provide leadership, direction and issue resolution at all levels of customer service
- Act as a vital conduit between the car park team and internal/external stakeholders
- Monitor and report on site performance
- Develop and maintain strategic long-term relationships
- Preparing monthly financial reports for boards meetings
- Running dynamic site with focus on car park operations, asset management, stake holder management & excellent customer service delivery
- Managing a team of car park
- Project manage new car park infrastructure (e.g., CCTV) and other upgrades.
- Enhanced park visitor satisfaction by implementing new programs and events tailored to diverse interests.
- Reduced maintenance costs through efficient scheduling, resource allocation, and preventative measures.
- Boosted overall safety by conducting regular risk assessments, staff trainings, and emergency drills.
- Spearheaded eco-friendly initiatives to minimize environmental impact and promote sustainable practices.
Guest Relations Manager
LUNA PARK SYDNEY
12.2007 - 05.2011
- Conduct performance development discussions, training and development of guest relations team leaders and front-line customer service staff members
- Providing constructive feedback and coaching to promote an inclusive high-performance culture
- Lead the team of guest relations of up to 30-40 staff members
- Oversee and deliver required customer communication to all frontline ticket box staff members
- Deliver on-the-go front line communication such as briefings, safety shares and updates on changes to operational procedures
- Facilitate operational based training activities for all front-line team members
- Maintain accuracy in compiling shift and incident reports as required by management
- Actively communicate with guest relations team leaders to ensure coverage of front-line ticket sellers' staff and coordinate their breaks and hand over efficiently
- Initiate and deliver continues improvement in customer service, including through effective gathering of customer feedback
- Ensure guest relations team members, guest relations desk, ticket boxes are well presented and clean at all times to meet LPS customer service commitments and KPIs
- Follow reporting, operating procedures and safety communication protocols to model best practice standards and establish consistency and promote service excellence
- Oversee the efficient completion and submission of guest relations team members time sheets in accordance with the roster
- Promote and maintain effective working relationships with key internal and external stakeholders to ensure successful outcomes
- Ensure timely identification and reporting of security related incidents and promote security for customers, staff and assets in compliance with security plan.
- Streamlined ticket buying processes, reducing wait times and improving overall guest satisfaction.
- Developed and implemented guest relations policies, ensuring a consistent high-quality experience for all visitors.
Guest Service Agent (Rooms Division)
FOUR SEASONS HOTEL SYDNEY
12.2006 - 12.2007
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Maintained a clean and welcoming lobby, ensuring positive first impression for guests.
- Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
- Express service
Guest Relations Team Leader(Casual)
LUNA PARK SYDNEY
12.2005 - 11.2007
- Conduct performance development of front-line team members
- Oversee & deliver required customer communication to guest relations team
- Manage the logistics of various deliveries to all ticket boxes
- Deliver efficient lost property management to meet LPSs customer service commitments
- Ensure guest relations desk and ticker boxes are well presented
- Initiate and deliver continuous improvement initiatives in customer service, including through effective gathering of customer feedback
- Oversee and assist where required by the front-line team members and guest relations supervisors and other departments.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Education
Firt Aid -
Platinum Safety & Training
Fire Warden -
Real Response
Rail Industry Worker -
Metro Trains Australia
Certificate IV Management And Leadership -
Allara Learning
White Card -
SafeWork NSW
Rail Safety Worker -
Pegasus
Diploma - Hotel Management
Hotel Management - TAFE
Sydney, NSW06.2006
Bachelor of Commerce(Accounting & Auditing) - Accounting
The Maharaja Sayajirao University of Baroda
Vadodara, Gujarat, India.06.2003
Skills
- Safety First Attitude
- Positive can-do Attitude
- Excellent Leadership
- Excellent Communication
- Emergency Management during critical network incidents Confident and knowable to manage incidents when arises and lead teams to deliver effectively and efficiently
- Remain calm under pressure
- Team development-team building
- Excellent report writing
- Contract Management
Education Achievements
- Diploma of Hospitality Management, TAFE Sydney, 2004, 2006
- Bachelor of Commerce (major in accounting & auditing), The Maharaja Sayajirao University of Baroda, India, 2000, 2003
References
As per the request
Timeline
Customer Journey Coordinator – Stations/Trains
METRO TRAINS SYDNEY(MTS)
09.2018 - Current
Car Park Manager
LUNA PARK SYDNEY
05.2011 - 09.2018
Guest Relations Manager
LUNA PARK SYDNEY
12.2007 - 05.2011
Guest Service Agent (Rooms Division)
FOUR SEASONS HOTEL SYDNEY
12.2006 - 12.2007
Guest Relations Team Leader(Casual)
LUNA PARK SYDNEY
12.2005 - 11.2007
Firt Aid -
Platinum Safety & Training
Fire Warden -
Real Response
Rail Industry Worker -
Metro Trains Australia
Certificate IV Management And Leadership -
Allara Learning
White Card -
SafeWork NSW
Rail Safety Worker -
Pegasus
Diploma - Hotel Management
Hotel Management - TAFE
Bachelor of Commerce(Accounting & Auditing) - Accounting
The Maharaja Sayajirao University of Baroda
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