Summary
Overview
Work History
Education
Skills
References
Timeline
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Madhuresh Joshi

Australia

Summary

Goal-oriented transport professional with over 16 years of customer service and training operations experience. Currently working as a Team Leader at Wynyard Station, where I have successfully achieved high levels of customer satisfaction. Adept at handling challenging customers and fostering, guiding, and training an effective and efficient team as a team leader. I am now seeking a new and exciting opportunity to utilize my skills and SPACE behaviour within Transport.

Overview

19
19
years of professional experience

Work History

Customer Service Attendant | Team Leader

Sydney Trains
11.2018 - Current
  • My priority as a team leader is ensuring the customers' safety on the platform and providing them with a secure and safe travel experience
  • I keep customers informed about the next train, making announcements during network delays and changes due to trackwork.
  • The current role requires a high level of customer interaction
  • Customers constantly need assistance, and I am happy to help them in a friendly and proactive manner while providing excellent customer service and always keeping safety in mind
  • I ensure that the station is clean and presentable
  • As a team player, I always suggest ways to improve our performance and achieve our common goal at team briefings
  • I share my knowledge with the rest of the team and help new staff members
  • I often conduct inductions for contractors and staff members new to Wynyard station.
  • It is my priority as a team leader is making announcements and ensuring the safety of customers at the station, particularly on the platforms during disruptions
  • I also educate people on how to use Opal cards, operate HUB PICS and LICS, and ensure that health and safety standards are met and that trackwork signage is displayed correctly at the station and outside on the street.
  • Working long hours can sometimes be a priority, and I am always available to respond to situations when the service is disrupted, such as during floods, signal failures, or medical emergencies on board.

Passenger Service Supervisor

Queensland Rail
10.2017 - 02.2018
  • Briefing the staff on their duties for the shift according to the manifest
  • Updating the list of stations according to the latest bookings/cancellations on an ongoing basis
  • Stock takes at the start and end of the journey
  • Ensuring that stocks are replenished before the next journey
  • Checking on PPE for staff, first aid equipment and medical emergency supplies like oxygen cylinders at the start and before handover
  • Being flexible and working long hours in case of emergencies.

Train Manager

Transdev - Auckland, New Zealand
11.2005 - 07.2017
  • Delivering effective customer care and always ensuring the safety of customers on board and the staff working along
  • Doing physical and Mechanical checks with the driver on the train, looking for faults before commencing the runs
  • Ensure the trains are clean, the cameras and onboard customer screen displays are working, the train's run number and route are shown, and the PA announcements on board are professional and informative, especially during periods of peak activity and special events
  • Effectively managing any medical emergencies on board and on the platforms being a first aid qualified on board staff
  • I was tutoring new train managers as per NZTA and Transdev guidelines
  • I have been recognized by management for providing exceptional customer service
  • Received many mystery customer service awards.

Education

Diploma in Hotel Management And Catering Technology -

Hotel Management And Catering Institute of India

Bachelor of Arts -

Delhi University-India

Skills

  • Outstanding verbal and written communication
  • Safety minded; Safety of customers and co-workers is always number one priority for me
  • Strong problem-solving and critical thinking
  • Proficient in technology: iPhone, iPad, Microsoft applications, radio systems
  • Excellent organizational and time management
  • Event management expertise
  • Multilingual: Fluent in English and Hindi

References

Available on request

Timeline

Customer Service Attendant | Team Leader

Sydney Trains
11.2018 - Current

Passenger Service Supervisor

Queensland Rail
10.2017 - 02.2018

Train Manager

Transdev - Auckland, New Zealand
11.2005 - 07.2017

Diploma in Hotel Management And Catering Technology -

Hotel Management And Catering Institute of India

Bachelor of Arts -

Delhi University-India

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Madhuresh Joshi